Note : All applicants are required to mandatorily fill the complete online application form including the employment, educational details, behavioural and technical/ professional skills questions. We will be thoroughly reviewing the application forms only with all the required details and the shortlisting is not basis CV/ cover letter. Forms that are incomplete in any respect will not be considered while shortlisting for the next stage.’’

Main purpose of job:

Act as IT Support Officer. The post holder must have well developed interpersonal skills and be able to work unsupervised. The job can be challenging at times, but it can also be very rewarding. As IT Support Officer, you will be responsible for maintaining the Microsoft based IT systems and accounts for Local staff. This will include acting as first line support for major incidents. It is a vital role that includes procedural and technical work, a lot of problem solving and good service delivery. You will assist the IT Team in their responsibility for >200 PCs across two sites and will help in setting up new accounts, moving new arrivals’ accounts to Post and ensuring they have the relevant permissions to work from day one on arrival.  When things go wrong you will help reset passwords to unlock accounts and managing >150 official smartphones.  The Helpdesk in the UK will provide full support and help to rectify most problems remotely.  You will assist the IT Team for all FCDO staff and PAGs.

Roles and responsibilities / what will the jobholder be expected to achieve?

Administrative responsibilities-
Act as liaison between local users, the Help Desk in the UK, and other IT stakeholders.
Help protect the security of the system and ensure that potential breaches of security are reported and investigated.

IT asset management and procurement-
IT Inventory Management including Identification of equipment for Procurement, and old assets disposal.

User accounts management-
Manage active directories – Manage end user accounts, permissions, access rights, and storage allocations in accordance with best practice regarding privacy, security, and regulatory compliance.
Develop, document, and maintain policies and procedures for system administration and appropriate use.

Operational responsibilities-
•    Provide 1st and 2nd level IT support to the user community.
•    Proactive maintenance and support of the High Commission’s IT network, desktops, laptops, network, servers, mobiles, Video Conferencing and other infrastructure.
•    Ensure maximum availability of the Embassy’s IT systems by troubleshooting and resolving IT problems.
•    Mitigate, identify, troubleshoot, and resolve hardware and software problems on workstations, laptops, mobiles, printers, scanners and other peripherals. Escalate incidents as necessary.
•    Supervise visiting engineers and third party contractors.
•    Management of Telephony network system.
•    Train the staff on current IT environment including software
•    Assist with projects such as office moves, telephony projects, IT rollouts throughout the project lifecycle.
•    Support IT requirements of new staff employed especially the issuance and management of IT devices, such as laptops, desktop, mobile phones.
•    Take part in Embassy emergency planning and response to a crisis.

The above list is not exhaustive, and the jobholder will be required to be flexible and take on other ad-hoc tasks as required.
A degree of flexibility to the role is required as post will currently undergoing a major refresh of all its IT systems. This is an ongoing process and we are currently approaching a number of projects that need implementation by end of 2024.

Skills: Possess IT proficiency and good knowledge of IT systems.
Experience : minimum 1.5 years of working experience in similar field.
Qualification:  Bachelor’s degree. (minimum)

Language requirements: 

Language: English

Level of language required: Proficient in oral and written English