British Embassy

The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.

British Embassy External Vacancy Announcement

Job Position – IT Support Officer

Required Qualification and Experience
Education: Degree/Diploma in Computer Science/Information Systems Management or related fields
Experience: 3 or more years of relevant professional experience in IT support services
Experience in user desktop support, in particular Office 365 and cloud
Experience in Microsoft Exchange/Outlook, Ms Teams
Experience in structured cabling in particular CAT6, etc.
Good working knowledge of networking and PC infrastructure
Work Place: Addis Ababa
Deadline: 4 December 2023

Roles and responsibilities:

Systems Support
Carry out day-to-day IT support services within the British Embassy
Provide quality services in line with the business plan for the year
Manage standalone Computers
Manage user accounts (Create, Enable, Disable, transfer and remove User account)
Build and rebuild failed workstations.
Assist on the implementation of IT Business Continuity Plan (BCP)
Liaise with UK service desks by escalating faults which cannot be resolved locally to include logging, reporting and following up
Co-ordinate telecommunication needs, landline, mobiles, internet
Instruct IT users to raise their own faults through ServiceNow Portal – in the event/incident that is unique to them and not a wider issue
Maintain a database of uninterrupted power supply (UPS) battery details including date of installation, next due date for exchange – applies to PC UPS’s and UPS’s attached to servers

IT Inventory
Responsible for IT inventory – keep an up-to-date inventory of all IT equipment
Assist on the management of the IP Phones, Mobiles phones, Mobile lines both data and voice usage
Responsible for proper distribution of mobile phones and their records
Locally Managed IT requiring support at a local level

The IT Support Officer (ITSO) will provide support for all IT equipment purchased using local Embassy funds outside of the formal centrally supplied IT catalogue items. This support should include:

Install and maintain hardware/peripherals and support cabling, switches, as required by the Embassy
Desk-side application support
Desk-side user support / training / hand-holding
SmartPhone configuration / assignments
Internet connections and configurations
Hardware moves and changes
Manage Anti-virus
Locally managed IT systems and laptops/Desktops/printer/scanners
Local Network, mobilephones, fax machines and video conferencing tools
Crisis Equipment Management

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