IT Support Officer at British Embassy

British Embassy

Position: IT Support Officer

Job Time: Full-Time

Job Type: Permanent

Place of Work: Addis Ababa - Ethiopia

Salary: USD 505.42 - USD 655.25

Posted date: 5 months ago

Deadline: Submition date is over

The main purpose of the job:

The IT Support Officer (ITSO) is responsible for providing IT support services within the British Embassy in Addis Ababa. The post holder will assist on IT related problems, and offer technical advice and guidance to the Embassy staff.  

The job holder 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 accounts)
• Build and rebuild failed workstations
• Assist in the implementation of IT Business Continuity Plan (BCP)
• Liaise with UK service desks by escalating faults that cannot be resolved locally including logging, reporting and following up
• Co-ordinate telecommunication needs, landline, mobiles, internet
• Instruct IT users to raise their own faults through the 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 UPS’s 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, mobile phones, and Mobile lines both data and voice usage
• Responsible for the 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 catalog items. This support should include:

• Install and maintain hardware/peripherals and support cabling, and switches, as required by the Embassy
• Desk-side application support  
• Desk-side user support/training / hand-holding  
• SmartPhone configuration/assignments  
• Internet connections and configurations  
• Hardware moves and changes  
• Manage Anti-virus
• Locally managed IT systems and laptops/Desktops/printers/scanners
• Local Networks, mobile phones, fax machines and video conferencing tools
• Crisis Equipment Management 

Essential qualifications, skills and experience

• 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 

Desirable qualifications, skills and experience

• Experience in IT inventory management
• Valid driving licence 

Required behaviours

Managing a Quality Service, Delivering at Pace, Working Together, Developing Self and Others

Application deadline: 12 March 2024

Grade: Administrative Officer (AO)

Type of Position: Permanent

Region: Africa

Country/Territory: Ethiopia

Location (City): Addis Ababa

Type of Post: British Embassy

Salary: USD 505.42 - USD 655.25

Start Date: 18 March 2024

Other benefits and conditions of employment

Learning and development opportunities:

• Mandatory e-learning courses
• On-the-job development opportunities
• Mandatory IT Support training

Additional information

• Must be able to legally work in Ethiopia
• Please complete the application form in full as the information provided is used during the screening
• Please check your application carefully before you submit, as no changes can be made once submitted
• The British Embassy will never request any payment or fees to apply for a position
• Employees recruited locally by the British Embassy in Addis Ababa are subject to Terms and Conditions of Service according to local employment law in Ethiopia
• All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit
• The responsibility lies on the successful candidate to;
• Obtain the relevant permit
• Pay the fees for the permit
• Make arrangements to relocate
• Meet the costs to relocation
• Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount
• Information about the Civil Service Success Profiles can be found on this link: https://www.gov.uk/government/publications/success-profiles
• Reference checking and security clearances will be conducted on successful candidates
• Appointable candidates who were unsuccessful may be placed on a reserve list. If during the reserve period of 6/12 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate