View Vacancy - HK - Head IT Support Officer B3(L)

Main purpose of job:

The British Consulate-General has a staff of approx. 100 people and this is a key role in the support of all users of the Consulate’s IT networks and telephony system. 

This position holds a high degree of autonomy in ensuring the networks run smoothly and the officer will be a focal point at Post for users on all IT related queries. The successful candidate will be responsible for maintaining the official IT networks, ensuring that sufficient security and audit requirements are in place, updating and providing guidance to users as necessary.  You will be the key contact with UK and their IT support teams for our in house system. This includes ensuring the security of the Official system is maintained and any potential breaches of security are reported and investigated.

The provision of training sessions on new software deployments to ensure users are maximising their IT capacity is an important part of this role. This will include working alongside dedicated trainers and delivering presentations at staff meetings and smaller team meetings providing clear and constructive feedback and identifying areas where additional improvements can be made.

The position will require a proactive approach to ensure that work is undertaken efficiently and the successful jobholder will need to have a flexible and enthusiastic approach to their work and working schedule. This extends to working collaboratively with others, particularly the Corporate Services Team and Regional Technical Support Service.

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

• First line support for the Consulate-General’s primary Windows networks with approximately 100 users. Anticipate and respond to user support requests in a timely and professional manner; troubleshoot and resolve user problems; provide ad-hoc training to users to help them make the most of the system; providing feedback on training and proactively identifying areas where users will benefit from additional training and providing bespoke packages as required. This could include all windows / microsoft packages. You will be responsible for  escalating problems to IT colleagues in the UK  and working with the KTD provide key information for them to resolve wider network queries.

• Line Management. Proactively coach and mentor Deputy ITSO at Post in line with the FCO’s Good Line Manager principles. Cascade training of IT expertise on unclassifed systems and telephony systems, ensuring compliance with audit requirements and IT security requirements in line with Foreign and Commonwealth policies.

• Training Requirements: Undertake formal training of new staff and help build capability at Post by delivering training in specific applications for existing staff as required. Identifying key areas and departments that would benefit from additional support and arranging specific training needs for those who require this as part of their personal development programme.

• Hardware and network infrastructure support. Troubleshoot and resolve hardware and network problems; escalate problems to IT colleagues in the UK as appropriate; rebuild, repair and replace faulty equipment. Maintain records of hardware equipment. Manage software and hardware moves and changes. Provide ad-hoc support for all telephony problems and liaise with internal and external stakeholders to ensure timely resolution of issues as necessary. Ensuring audit requirements are implemented and security requirements maintained for the unclassified systems.

• Management and support of non-business critical and Partner Across Government (PAG) systems. Manage user accounts and access to smaller Windows networks; management and support of hardware, software and network infrastructure; set up rooms and equipment for presentations; provide support for users working on Partners Across Government (PAG) systems as required. 

• Management of the Britsh Consulate-General’s SharePoint site. Maintain and support the Consulate-General’s internal SharePoint pages  for the corporate services team and wider colleagues. Setting up and training staff on Microsoft Teams. Identifying and cascading information for Post to make the best use of this.

• Corporate Services. Identifying approriate items required for procurement of IT hardware and ensure compliance with the Foreign and Commonwealth purchase to pay systems are undertaken.  Compile and present monthly statistics of IT help desk requests and maintain inventory lists for audit purposes.

• Corporate Activities. Crisis Management/Business Continuity: Supporting the Logistics Lead. Maintaining the Consular Emergency Kit IT, including the bi-monthly testing of the satelite phone equipment . Engaging with Posts crisis team on logistics, providing advice on IT requirements and ensuring these are in place and in good working order.

Due to the security clearance level required for this role, applicants must hold a full UK passport or US, Canadian, Australian or New Zealand passport.

• Strong IT skills (hardware, software and services) supported by IT related qualifications with experience in IT support.
• Strong Knowledge of IT applications and MS Windows.
• Excellent customer service skills.
• Experience providing administrative support in fault finding and problem solving. Familiar with IT hardware, including a strong understanding of networking.
• Able to work effectively within a team and independently to meet deadlines without close supervision.