British Embassy IT Support Officer - Jobs in Ethiopia
British Embassy IT Support Officer - Jobs in Ethiopia
Main purpose of job:IT support officer (ITSO) is responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing help desk support.
They work with a broad range of infrastructure products and basic networking components.
They provide maintenance and support for moderately to highly complex client products and work on one or more projects concurrently as a team member.
Roles and Responsibilities:
First point of contact and day-to-day technical support to end users
Responds to IT requests via multiple sources such as phone and e-mail
Enters call data into the tracking system
Interacts with clients in a courteous and professional manner
Provides user access service
Diagnoses problems by evaluating multiple options
Develops checklists and scripts for resolving routine problems
Escalates problems when necessary
Documents problem status and resolution in tracking log
Alerts team members about recurring problems
Communicates updates on issues in a timely manner to ensure client satisfaction and productivity
Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices
Follows established procedures for performing configuration changes, updates and upgrades
Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
Provides technical support to meetings that include video conferencing
Monitors and communicates system status
Diagnoses and resolves client workstation and mobile device hardware and software issues
Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
Explains service procedures to clients.
Follows up in a timely manner to ensure customer satisfaction.
Keeps performance metrics.
Identifies recurring and potential problems and notifies team members.
Flag any procedures and controls for service improvements to IT Manager.
Creates, modifies and reviews documentation of SOPs
Documents solutions to common problems and responses to frequently asked questions
ocument all procurement documents
Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures
Essential Qualifications, Skills and Experience
Diploma or BSc in IT or related fields
Minimum 5 years of experience in the Field
Additional A+, CCNA or any IT related courses
Driving skill will be more preferable
Desirable qualifications, skills and experience
Excellent Windows 10 and MS office experience
Experience on helpdesk support environment
Experience on internet or telecom
Service providers
Experience on Web page designing, Database management
Learning and development opportunities (and any specific training courses to be completed):
IT supporting Office ELearning.
Raising a Requisition in the Managed Catalogue.
How to raise a Non-Catalogue Requisition.
Receiving Goods and Services in Full.
How to rebuild desktops
Change backup tapes
Additional information
Locally engaged staff of all grades will be entitled to paid annual leave as follows:
Up to 2 years 22 days
After 2 years services 25 days
After 5 years services 30 days
In addition to annual leave, the British Embassy observes up to a maximum number of 14 Ethiopian, British and Religious public holidays each year.
A list of such Embassy holidays will be published each year. Office Staff required to work on these holidays will be granted time off in lieu or overtime where circumstances permit.
Please complete the application form in full as the information provided is used during screening.
Please check your application carefully before you submit, as no changes can be made once submitted.
The British Embassy will never request any payment or fees to apply for a position.
Employees recruited locally by the British Embassy in Addis Ababa are subject to Terms and Conditions of Service according to local employment law in Ethiopia.
All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit.
The responsibility lies on the successful candidate to;
Obtain the relevant permit
Pay the fees for the permit
Make arrangements to relocate
Meet the costs to relocation
Employees who are not eligible to pay local income tax: e.g. certain third-country nationals and spouses/partners of UK diplomats will have their salaries abated by an equivalent amount.
Information about the Foreign and Commonwealth Office Competency Framework can be found on this link:https://www.gov.uk/government/publications/civil-service-competency-framework Please note: Job grade AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5
Reference checking and security clearances will be conducted on successful candidates.
Please log into your profile on the application system on a regular basis to review the status of your application
How to Apply
Interested and qualified candidates should apply online by 27th June 2019
For more information and job application details, see; British Embassy IT Support Officer - Jobs in Ethiopia
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