View Vacancy - IT Support Officer A2 (12/19 ADD)
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:
SERVICE DESK/CLIENT IT SUPPORTS
- 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
SERVICE LEVEL 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.
DOCUMENTATION / INVENTORY
- Creates, modifies and reviews documentation of SOPs
- Documents solutions to common problems and responses to frequently asked questions
- ocument all procurement documents
- Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures
Resources managed (staff and expenditure):
- Diploma or BSc in IT or related fields
- Minimum 5 years of experience in the Field
- Additional A+, CCNA or any IT related courses
- Driving skill will be more preferable
- Excellent Windows 10 and MS office experience
- Experience on helpdesk support environment
- Experience on internet or telecom Service providers
- Experience on Web page designing, Database management
Learning and development opportunities (and any specific training courses to be completed):
eLearning courses to be completed:
- IT supporting Office ELearning.
- 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
Locally engaged staff of all grades will be entitled to paid annual leave as follows:
Up to 2 years 22 days
After 2 years services 25 days
After 5 years services 30 days
In addition to annual leave, the British Embassy observes up to a maximum number of 14 Ethiopian, British and Religious public holidays each year. A list of such Embassy holidays will be published each year. Office Staff required to work on these holidays will be granted time off in lieu or overtime where circumstances permit.
- 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 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 eligible to pay local income tax: e.g. certain third-country nationals and spouses/partners of UK diplomats will have their salaries abated by an equivalent amount.
- Information about the Foreign and Commonwealth Office Competency Framework can be found on this link:https://www.gov.uk/government/publications/civil-service-competency-framework Please note: Job grade AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5
- Reference checking and security clearances will be conducted on successful candidates.
- Please log into your profile on the application system on a regular basis to review the status of your application
This opportunity is closed to applications.