IT Support Officer (ITSO) / Network Administrator at Foreign, Commonwealth & Development Office

Roles and responsibilities:

The IT Support Officer will:

• Act as first point of contact for users on IT systems and be responsible for advice on use of systems.
• Proactively maintain End User devices, reporting incidents and degradations in performance promptly to the Service Desk and escalating through the correct channel (Regional Service Manager – Service Delivery Manager) where necessary.
• Provide onsite support to remote service providers in ensuring maximum availability of IT systems and services. This involves closely monitoring the performance of user devices and connectivity behaviours. The ITSO will also help to resolve IT problems with support from the IT Help Desk and other IT stakeholders both internal and external.
• Act as first point of contact for ICT moves and changes at the British High Commission as required. Liaise with the UK Service Desk to support in the resolving of IT issues at post at post (where appropriate) and act as point of contact for technical visits.
• Manage user accounts (for Official and standalone networks) e.g. requesting new account creations from the Service Desk, as well as requesting account unlock, disable, enable and reset passwords.
• Manage shared mailboxes and distribution lists.
• Be responsible for the distribution of IT Security Procedures including SOPs.
• Act as Media Custodian by maintaining an inventory of media held at post.
• Escalate suspected/observed IT Security breaches to the PSO.
• Play an active role in the British High Commission’s Business Continuity Plan and Crisis Management Plan by supporting the planning design, providing suitably updated and tested equipment for tests and maintaining equipment for deployment in the case of the plans requiring to be executed in earnest.
• This role will have Contract Management responsibilities (training will be supplied and needs to be successfully completed in first month of employment)
• ITSO training will be provided and needs to be successfully completed in the first month of employment.
• In addition to above the network admin side of the role will include:
• Consulting, researching, submitting proposals and configuring best fit ICT solutions within a budget.
• Keeping up to date ICT records and network diagrams.  
• Managing Windows 10, Windows 11 and Mac laptops and desktops.
• Configure and Manage scan to email printers.
• Manage Windows tablets and iPads.
• Design, troubleshoot and maintain network solutions, including Mesh Wi-Fi, Wi-Fi and cable infrastructures.
• Manage ISP contracts.
• Manage and maintain Azure Active Directory.
• Configure MS Team Rooms.
• Maintain Microsoft Office 365 accounts.
• As this is a dynamic and ever-changing landscape the above are indicative of what you will be expected to do. This role is very much a customer focussed role and you will need to be able to deal with stakeholders at all levels, both internal and external.
• In-depth technical support is provided by contractors and help desk functions remotely which means the role offers a blend of administration (inventories, contract management, SOPs) with the support to users and on-site work undertaken at the direction of the main technical support providers.  Therefore, teamwork, customer service and administrative skills are essential.  

Essential qualifications, skills and experience;

Proven track record of:

• Working in a first line support IT role, minimum of 2 years
• Customer service delivery
• Working collaboratively in office-based teams administrative, office skills
• MCSE, Networking qualification - both with practical experience
• Desirable qualifications, skills and experience 1 
• Experience in managing contractors
• Required behaviours 1 
• Changing and Improving, Managing a Quality Service, Delivering at Pace, Working Together