View Vacancy - AUH - IT Support Officer A2(L)

The British Embassy Abu Dhabi has a vacancy for an IT Support Officer (ITSO).

 The jobholder will maintain the Embassy’s IT network and to provide IT support to the user community.

Duties and responsibilities:

– Administrative responsibilities

• Act as liaison between local users, Help Desk in the UK, and other IT stakeholders.
• Help protect the security of the system and ensure that potential breaches of security are reported and investigated.
• IT asset management
• Manage active directories - Manage end user accounts, permissions, access rights, and storage allocations in accordance with best practice regarding privacy, security, and regulatory compliance.
• Develop, document, and maintain policies and procedures for system administration and appropriate use.

– Operational responsibilities

• Provide 1st and 2nd level IT support to the user community.
• Proactive maintenance and support of the Embassy’s IT network, desktops, laptops, network, servers, mobiles and other infrastructure.
• Ensure maximum availability of the Embassy’s IT systems by troubleshooting and resolving IT problems.
• Mitigate, identify, troubleshoot, and resolve hardware and software problems on workstations, laptops, mobiles, printers, scanners and other peripherals. Escalate incidents as necessary.
• Supervise visiting engineers and third party contractors.
• Assist with projects such as office moves, telephony projects, satellite equipment upgrading and their deployment and testing, and to support the development teams throughout the project lifecycle.
• Undertake the day to day operation of backups.
• Take part in Embassy emergency planning and response to a crisis.

Key competencies required:

• Managing a Quality Service - Being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements. Effectively planning, organising, and managing time and activities to deliver a high quality and efficient service.
• Delivering at Pace - Focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes. Working to agreed goals and activities and dealing with challenges in a responsive and constructive way.
• Leading and Communicating - Leading from the front and communicating with clarity, conviction and enthusiasm.
• Collaborating and Partnering - Creating and maintaining positive, professional and trusting working relationships with a wide range of people within and outside the organisation to help get business done. Working collaboratively, sharing information and building supportive, responsive relationships with colleagues and stakeholders, whilst having the confidence to challenge assumptions.

• Excellent English communication skills, both speaking and writing
• Minimum of 2 years of work experience in IT
• Working knowledge of maintaining and troubleshooting networks
• Working knowledge of administering user accounts and passwords, setting group permissions, etc.
• Experience of installation and maintenance of desktops, laptops, mobile devices, and server hardware and software
• Excellent customer support and interpersonal skills
• Ability to prioritise and deliver results in a high-pressure environment
• Good working knowledge of MS Office suite of applications
• Working knowledge of Windows 10 and troubleshooting.