Main purpose of job:

• The IT Support Officer (ITSO) is responsible for providing IT support services within the British Embassy Addis Ababa.
• The post holder will assist on IT related problems and offer technical advice and guidance to the Embassy staff.
• The jobholder reports to the IT Manager and will work closely with other members of the Corporate Services Team.

Roles and responsibilities:

Systems Support

• Carry out day-to-day IT support services within the British Embassy.
• Provide quality services in line with the business plan for the year.
• Manage standalone Computers.
• Manage user accounts (Create, Enable, Disable, transfer and remove User account);
• Build and rebuild failed workstations.
• Assist on the implementation of IT Business Continuity Plan (BCP)
• Liaise with UK service desks by escalating faults which cannot be resolved locally to include logging, reporting and following up
• Co-ordinate telecommunication needs, landline, mobiles, internet.
• Instruct IT users to raise their own faults through ServiceNow Portal – in the event/incident that is unique to them and not a wider issue.
• Maintain a database of uninterrupted power supply (UPS) battery details including date of installation, next due date for exchange – applies to PC UPS’s and UPSs attached to servers.
  IT Inventory
• Responsible for IT inventory – keep an up-to-date inventory of all IT equipment.
• Assist on the management of the IP Phones, Mobiles phones, Mobile lines both data and voice usage
• Responsible for proper distribution of mobile phones and their records
• Locally Managed IT requiring support at a local level
• The IT Support Officer (ITSO) will provide support for all IT equipment purchased using local Embassy funds outside of the formal centrally supplied IT catalogue items. This support should include:
• Install and maintain hardware/peripherals and support cabling, switches, as required by the Embassy
• Desk-side application support
• Desk-side user support / training / handholding
• Smartphone configuration / assignments
• Internet connections and configurations
• Hardware moves and changes
• Manage Anti-virus
• Locally managed IT systems and laptops/Desktops/printer/scanners
• Local Network, mobile phones, fax machines and video conferencing tools
• Crisis Equipment Management

• Degree/Diploma in Computer Science/Information Systems Management or related fields.
• 3 or more years of relevant professional experience in IT support services.
• Experience in user desktop support, in particular Office 365 and cloud.
• Experience in Microsoft Exchange/Outlook, Ms Teams.
• Experience in structured cabling in particular CAT6, etc.
• Good working knowledge of networking and PC infrastructure.

Language requirements: 

• Language: English and Amharic
• Level of language required: Fluent