View Vacancy - Deputy Information Technology Support Officer (DITSO) - Mexico City
The Deputy Information Technology Support Officer (DITSO) is responsible to the Information Technology Support Officer (ITSO) and the Corporate Services Manager (CSM) for maintaining the function and integrity of Post’s Information and Communication Technology (ICT) equipment up to Official (Sensitive). To deliver a first-class service in support of Embassy staff, their Sections and the Embassy’s wider objectives under the Country Business Plan (CBP) as they relate to Mexico City and its subordinate Posts (Monterrey, Guadalajara, Cancun, Ciudad del Mexico). The DITSO – as Deputy – will stand in for the ITSO during absences.
What will the jobholder be expected to achieve?
To support and work with the ITSO to deliver point of contact, trouble-shooting and timely, sustainable, high quality, professional solutions for Mexico network users. To provide technical and operational assistance for ICT equipment, including Firecrest (Smart phones, F3G laptops) and non-Firecrest (official mobiles, ECHO phones, AV equipment, stand-alone and Tech Overhaul laptops and desktops). Support the ITSO on other connected office equipment, e.g. printers and photocopiers. Due to the large size of Post and its network of subordinate Posts, the DITSO is expected to carry out many of these tasks with minimal supervision, and evaluate/share outcomes with the ITSO for seeking continuous improvements.
Hardware, Software & Telecoms
- Ensure maximum connectivity and availability of official systems and equipment: first-level diagnostics on user reported faults, scheduled and reactive maintenance, performance monitoring, system rebuilds, upgrades and S/W licensing procedures – suggesting ideas for improvements that will help deliver a first-class service;
- Design and installation of workstations and ancillary ICT equipment within the office environment, liaising with the Health and Safety (H&S) Manager on ergonomic considerations, and with the Handyman on workplace set-up, including for staff requiring reasonable adjustments;
- Work with Vodafone’s UK help desk to carry out essential checks on ECHO equipment; capture and share information and log incidents with the Vodafone service desk, as appropriate and required;
- Secondary point of contact for 'HelpDesk' (MACD) requests (when ITSO is not available);
- Liaise with local and regional telecoms providers to resolve technical issues on behalf of Mexico network Posts;
IT Administration & Security
- Maintain and securely store a small stock of spare laptops, desktops and servers, telephone devices, mobiles and other ICT and office machinery and equipment, ensuring a full inventory of all assets in line with the Information Asset Register (IAR) and requirements of the annual security procedures (ACCA), adhering to the General Data Protection Regulations (GDPR) where relevant;
- Source and maintain a small stock of frequently required spare parts for critical hardware, including laptops, desktops, telephone devices, mobiles and servers. Order other parts as required, ensuring value for money;
- Decommission and dispose of equipment responsibly, including returning faulty equipment to the UK, as required;
- Create service calls and incidents using 'My Help Desk Portal';
- Request the creation and deletion of user accounts, in line with operational demand;
- Support the ITSO with technical or IT-related visits from FCO or local service providers;
- Arrange system access and permissions as required for new arrivals, visitors and trainers, in compliance with Standard Operating Procedures (SOPs);
- Maintain SOPs for new arrivals/equipment/processes;
- Manage consumables (printer cartridges and photocopier toners).
Other
- Prism Requisitioner and Receiver, processing IT payments as required;
- Credit card holder (GPC and CCC), ensuring Value for Money in all purchases;
- Play an active role in Information Management and Crisis Committees.
- College or university degree in an ICT-related field;
- 2 years’ experience working in a similar position;
- Strong IT knowledge and interest in computers/laptops hardware & software maintenance and operating systems;
- Advanced knowledge of Microsoft Office, Internet and telephone devices and Anti-malware software;
- Working knowledge of IOS and Android operating systems;
- Customer focused and can-do attitude;
- Excellent interpersonal and communicating skills;
- Willingness to work additional hours, as necessary.
Language requirements: Fluent in both spoken and written English and Spanish.
- Up-to-date ICT course/training/certification (within past 2 years);
- Availability to travel occasionally, in line with operational needs;
- Experience in project management.
Learning and development opportunities:
A range of high-quality development opportunities in different areas, under the 70/20/10 model. Training provided as appropriate, in line with an annual Personal Development Plan (PDP).
All staff at the British Embassy and its Consulates in Mexico are expected to work towards the UK mission statement of Building a UK/Mexico partnership, which makes the world and us more prosperous and secure, and to embody the Embassy’s agreed values of Honesty, Respect, Inclusion And Professionalism.
This opportunity is closed to applications.