View Vacancy – Deputy IT Support Officer (ITSO) AO (02/24 FT )

The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.

Job Category

Foreign, Commonwealth and Development Office (Operations and Corporate Services)

Job Subcategory

Technology, Information and Digital Transformation

Job Description (Roles and Responsibilities)

Main purpose of the role:

The Deputy IT Support Officer (ITSO) will provide efficient, high-quality support to the British High Commission’s IT Manager, helping to ensure the smooth running of the IT services across the High Commission platform.

They will act as first point of contact with all staff providing guidance and support on problem resolution e.g. through the FCDO’s central IT help desk; continue the development and management of the IT inventory; monitor and process payments on all communications bills (mobile phone and internet), liaising with the various Service Providers as necessary. They will help by ensure the availability and reliability of the IT infrastructure i.e. PCs, laptops, printers, e-mail, data communication links, cabling infrastructure, UPS and telephony.

The Deputy ITSO will be a confident self-starter, with excellent problem solving and customer service skills, and can multitask effectively and meet tight deadlines.

Roles and responsibilities:

Provide 1st line support for IT requests to the British High Commission in Freetown by liaising with the Service Now desk.
Maintain a database to record users’ requests for assistance.
Assist in the diagnosis of faults on the LAN in the British High Commission.
Assist the IT Manager in the rollout and implementation of various hardware & software upgrades.
Be responsible for the rebuilding of laptops as required.
Be responsible for carrying out basic computer house-keeping tasks, including tracking of loaned equipment.
Be responsible for the sanitisation (deleting hard-drive information) of old/obsolete local ICT equipment prior to timely disposal according to disposal guidelines.
Carry out ad-hoc support tasks such as network cabling and termination of patch leads.
Be responsible for the printer and photocopier maintenance and ensure that there is always an adequate supply of toner cartridges.
Follow up on outstanding IT related issues with the service desk to job ticket closure.
Manage routine Servicing / maintenance of all PCs, Printers, Servers and UPSs
Be responsible for the updating of the IT records inventory in the British High Commission.
Be responsible for setting up desktops and workstations for training sessions.
Be responsible for setting up external VC sessions and the projectors for presentations in the various meeting rooms.
Escalate major IT related issues to the IT Manager as required.
Attend to any other IT related issues as directed by the IT Manager or the local office senior management.
Manage local IT related service contract, monitor SLA of the fibre optic and VSAT bandwidth network services and escalate violations accordingly.
Undertake systems monitoring, upgrades and development as required by Service Desk.

IT Security

Manage the integrity of the network by ensuring the physical security of data through planned backup and recovery procedures as advised by HQ.
Implement and maintain strict password procedures to guarantee privacy and security of data. .
Ensure contingency procedures are in place for the recovery of data.
Ensure that the IT component of the Business continuity plan office is fully functional.

Budget monitoring, Procurement

The candidate will act as the first point of contact on the provision of appropriate specification for purchasing new IT equipment.
The successful candidate will monitor and process payments on all communications bills (mobile phone and internet)

Inventory Management

Maintain an up-to-date inventory of all IT hardware.
Monitor and report on the performance of the existing IT infrastructure to ensure that it is within the agreed service level agreement targets.

Essential qualifications, skills and experience

Excellent customer service skills.
Good knowledge of windows operating systems, especially Microsoft applications including Microsoft Exchange and the use of Microsoft office tools like word, excel, Power Point, Visio and projects.
Hands on experience in the installation of IT hardware and software.
Good organisational skills.
Good time management including the ability to prioritise and effectively manage and execute multiple tasks to a high standard either as an individual or team effort.
Fluency in spoken and written English language.
A relevant qualification in IT, computer science or any engineering discipline or related field or relevant work experience.
The individual must have a flair for working with IT systems. A Microsoft or Cisco certification will be an added advantage.

Desirable qualifications, skills and experience

Previous experience of working in another diplomatic mission, international NGO or other international organisation.

Required behaviours

Changing and Improving, Delivering at Pace, Managing a Quality Service, Working Together

Application deadline

30 August 2024

Grade

Administrative Officer (AO)

Type of Position

Permanent

Working hours per week

Region

Africa

Country/Territory

Sierra Leone

Location (City)

Freetown

Type of Post

British High Commission

Number of vacancies

Salary

SLE equivalent of USD 182.46 paid 12 times per year

Start Date

1 October 2024

Other benefits and conditions of employment

Learning and development opportunities:

Training on official FCDO IT systems will be required and may involve travel to another FCDO mission.

Working patterns:

Not suitable for flexible working

Additional information

Please complete the application form in full as the information provided is used during screening.
Please check your application carefully before you submit, as no changes can be made once submitted.
The British High Commission will never request any payment or fees to apply for a position.
Employees recruited locally by the British High Commission are subject to Terms and Conditions of Service according to local employment law.
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:

The British High Commission does not sponsor visas/work permits except where it may be local practice to do so.
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 12 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate”.

Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

To apply please copy and paste this link: https://fco.tal.net/vx/appcentre-ext/candidate/jobboard/vacancy/1/adv/
To help us track our recruitment effort, please specify on the application form/indicate in your cover letter where (globalvacancies.org) you saw this job posting.

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