View Vacancy - IT Support Officer A2 (25/17 ADD)

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.
Foreign, Commonwealth and Development Office (Operations and Corporate Services)
Information Technology Services

Main purpose of job:

IT support officer (ITSO) is responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing help desk support. They work with a broad range of infrastructure products and basic networking components.  They provide maintenance and support for moderately to highly complex client products and work on one or more projects concurrently as a team member.

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

SERVICE DESK SUPPORT

  • First point of contact and day-to-day technical support to end users;
  • Responds to IT requests via multiple sources such as phone and e-mail;
  • Enters call data into the tracking system.
  • Interacts with clients in a courteous and professional manner.
  • Provides user access service.
  • Diagnoses problems by evaluating multiple options.
  • Develops checklists and scripts for resolving routine problems.
  • Escalates problems when necessary.
  • Documents problem status and resolution in tracking log.
  • Alerts team members about recurring problems.
  • Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
  • Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
  • Follows established procedures for performing configuration changes, updates and upgrades.
  • Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
  • Provides technical support to meetings that include video conferencing.
  • Monitors and communicates system status.
  • Diagnoses and resolves client workstation and mobile device hardware and software issues.

CLIENT COMMUNICATION AND SERVICE MANAGEMENT:

  • Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
  • Explains service procedures to clients.
  • Follows up in a timely manner to ensure customer satisfaction.
  • Keeps performance metrics.
  • Identifies recurring and potential problems and notifies team members.
  • Flag any procedures and controls for service improvements to IT Manager.
  • Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

SECURITY:

  • Maintains passwords and users credentials to assure systems security and data integrity.
  • Adheres to the integrity of controls, regulations and guidelines.

DOCUMENTATION / INVENTORY

  • Creates, modifies and reviews documentation of SOPs.
  • Documents solutions to common problems and responses to frequently asked questions.
  • Document all procurement documents.
  • Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

PROCUREMENT

  • Provides on-going  procurement support using GPC
  • Maintain procurement audit trail

Resources managed (staff and expenditure):

IT Assets

  • Diploma in IT related fields
  • A+, CCNA or similar 
  • Minimum 3 years experience in a similar role
  • Fluent in spoken and written Amharic and English
  • Experience on helpdesk support environment.
  • Experience on working with Service providers.
  • Very good knowledge of configuring Cisco switches
  • Very good knowledge of web page designing.
28 November 2017
Administrative Officer (AO)
Permanent
36
Africa
Ethiopia
Addis Ababa
British Embassy
1
ETB 18,333.00
2 January 2018

Learning and development opportunities :

 e-Learning courses to be completed:

  • Raising a Requisition in the Managed Catalogue
  • How to raise a Non-Catalogue Requisition
  • Receiving Goods and Services in Full
  • How to rebuild desktops
  • Change backup tapes
  • All applicants must be legally able to work in Ethiopia with the correct visa/status or work permit.
  • The British Embassy in Addis Ababa is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference.
  • 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.
  • Employees who are not eligible to pay local income tax: e.g. certain third-country nationals and spouses/partners of diplomats will have their salaries abated by an equivalent amount.
  • Reference checking and security clearances will be conducted.
  • If you have not heard from us 3 weeks after the closing date, please consider your application unsuccessful. Any questions you may have about this position will only be answered during interview, should you be invited.
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.

This opportunity is closed to applications.