View Vacancy - SRR - Information Technology Support Officer A2(L)

The British Embassy Riyadh has a vacancy for an Information Technology Support Officer (ITSO).

The role of the ITSO is to maintain the Embassy’s network and to provide IT support to the user community. From dealing with day-to-day requests, to championing learning and development for all staff on new IT software, the jobholder will be a key member in improving the efficiency of a fast paced and rapidly expanding network. The role will be reporting to the IT Systems Manager.

Duties and responsibilities:

- IT administration, user support and security

• Proactively maintain and support the Foreign & Commonwealth Office (FCO) IT system according to guidance. Provide 1st and 2nd level IT support to the user community.
• Use administration tools to manage user accounts. Responsible for managing compliance with IT Security Operating Procedures (SOPs) and ensure potential security breaches are reported and investigated.
• Report incidents to central Helpdesk and escalate through the correct channels where necessary. Liaise with the Helpdesk to resolve IT issues and act as point of contact for technical visits.
• Manage active directories, end user accounts, permissions and access rights, and storage allocations in line with best practise and privacy, security and regulatory compliance.
• Develop, document, and maintain policies and procedures for system administration and appropriate use.
• Lead on administrative tasks including managing the IT inventory for all areas, maintaining hardware equipment, back-up tapes, and the Embassy’s SharePoint site.
• Liaising with Regional Technical Support Teams to ensure the smooth running of systems across all Embassy departments.
• Provide remote support to users working off site and equipment at remote sites, where appropriate.
• Assist new arrivals, working with the local HR team to settle new arrivals quickly, organising telephony support and IT swiftly as well as providing support to ministerial and senior official visits to ensure their IT and phone connectivity is working to the highest standard.
• Assist with maintaining the Information Asset Register to ensure up to date records of information that we hold across the Network are maintained, whether electronic or hard copy, and to promote best practise in information management across the Embassy.
• Provide cross-network support including IT support/ advice to ITSOs in Jeddah and Al Khobar.

- Telephony

• Be the first point of contact locally for telephony support, liaising with Vodafone to ensure a quality phone service.
• Replace faulty telephone handsets. Ensure that any faulty equipment is returned through the logistics process.
• Where appropriate, capture information required by supplier and log incidents with the supplier service desk.
• Work with supplier service desk to perform basic checks on telephony equipment.
• Act as a point of contact for on-site technical visits required to resolve an incident, including availability of equipment and spares.
• Maintain site-level spares. Ensure that the spares inventory held at site is always at the level detailed in the site design document.

- IT hardware

• Review, procure, install, and maintain hardware as required including desktops, laptops, telephony, network servers, supporting cabling, switches, and hubs.
• Mitigate, identify, troubleshoot, and resolve hardware and software problems on desktops, laptops, telephony, printers, scanners, and other peripherals. Escalate incidents as necessary.
• Manage spares and inventories, including server spares.
• Carry out hardware replacements and return of faulty equipment according to guidance and under direction from technical support teams.
• Assist in the remote rebuild of desktops and laptops when required.
• Administer stand-alone machines and non-classified networks if applicable.

- Other support work

• Provide efficient and user-friendly Business Continuity Plan/ Crisis Preparedness and take part in the Embassy’s emergency planning and response to any crisis.
• Assist with projects such as office moves, telephony projects, and satellite equipment upgrading and their deployment and testing. Support the development teams throughout the project lifecycle.
• Lead on software training at Post including delivery of training for the Embassy staff in co-operation with relevant training teams as required.
• Supervise visiting engineers and third party contractors.
• Support additional request from the IT Systems Manager/ Head of Corporate Services.

Key competencies required:

• Leading and Communicating - Leading from the front and communicating with clarity, conviction, and enthusiasm. Engaging with people with honesty and integrity, and upholding the reputation of the department and the organisation.
• 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, applying programme and project management approaches to support service delivery.
• Changing and Improving - Being responsive, innovative, and seeking out opportunities to create effective change. Being open to change, suggesting ideas for improvements to the way things are done and working in “smarter”, more focused ways.
• 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.

• Minimum two years of relevant IT support experience in a corporate environment.
• General understanding of IT networking principles/ practices.
• Strong analytical and troubleshooting skills and experience in hardware support.
• Good knowledge of MS Office suite and working knowledge of Windows 10 and troubleshooting.
• 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.
• Strong customer service skills. Demonstrates courtesy and consideration in dealing with stakeholders.
• Ability to communicate clearly and concisely, with an advanced level of spoken and written English.
• Ability to work with limited supervision to meet deadlines. Excellent organisational skills, attention to detail, and good follow-up discipline.