Job Description (Roles and Responsibilities) Main purpose of job
As the Information Technology Support Officer (ITSO), you will be responsible for the day-to-day running of the system on the official tier level, including: IT administration and point of contact for users on IT and telephone (mobile and office line) related issues; help ensure maximum availability and security of the Firecrest and non-Firecrest (FCO IT) systems; responsible for the IT equipment (review, procure, install and maintain); act as local contact for ECHO (telephone system) tasks and smartphones set up.
What will the jobholder be expected to achieve?
1. IT Administration, User Support, Change and Security
Act as first point of contact for all users on IT and be responsible for advice on use of systems.
Proactively maintain Firecrest, reporting incidents and degradations in performance promptly to the Helpdesk and escalating through the correct channel (Regional Service Manager – Service Delivery Manager) where necessary
Act as single point of contact for ICT moves and changes at post
Liaise with the Helpdesk to resolve IT issues at post and act as point of contact for technical visits
Administer user accounts (for Firecrest and standalone network) e.g. requesting new account creations from the Helpdesk, and where no Helpdesk intervention is necessary: unlock, disable, enable and reset passwords
Use administration tool to grant access to the Firecrest shared area and apply permissions to folders
Add users to cleared and uncleared printer groups and manage scanner accounts
Manage shared mailboxes and distribution lists
Be responsible for IT Security Procedures including Security Operating Procedures (SOPS) management
Manage the server backup regime
Act as Media Custodian
Escalate suspected/observed IT Security breaches to the Post Security Officer (PSO)
Play an active role in Post’s Business Continuity Plan and Crisis Management Plan
May also be Information Management Officer (IMO) or Information Support Officer (ISO) in Post for iRecords in which case will have responsibility for administering post’s SharePoint sites
Some support for Partners Across Government (PAGs) e.g. Department for International Development (DFID), Department for International Trade (DIT) etc.
Management of consumables e.g. toner cartridges, backup tapes
Supervise visits to post for maintenance purposes by local suppliers
Liaise with local suppliers to install internet connection and cable TV for UK officers
2. Hardware
Review, procure, install and maintain Firecrest and non-Firecrest hardware equipment (e.g. desktops, laptops, printers, servers and Smartphones)
Ensure changes to IT at post e.g. office moves follow the correct IT change procedures (Contract Change (CCR) or Request for Change (RFC), IOC3)
Manage a small pool of ‘hot’ spares of desktops and laptops as well as server spares (FRU kits) and order replacement spares to replenish those used to resolve a fault
Rebuild desktops and laptops when required as instructed by the Help Desk
Carry out hardware replacements on desktops and servers according to the instructions in the ITSO manual and return faulty equipment to the UK
Administer standalone machines and ‘open’ network
Install and maintain non Firecrest hardware/peripherals and support cabling, switches, etc.
Install Bitlocker software and regenerate pins
Replace backup tapes when required
Maintain the Inventory of IT equipment
Contribute to the Annual Consolidated Certificate of Assurance (ACCA) process, providing locally procured hardware assets
Inventory/Info Assurance Register/locally procured software inventory etc.
3. ECHO (internal telephone system)
Act as local contact for ECHO tasks
Act as first point of contact for end users on site who have a problem with the Echo service (including unclassified video-conferencing).
Perform 1st level diagnostics on user reported problems e.g. power on, handset plugged in etc.
Replace faulty telephone handsets using spares from on-site spares holding
Store legacy telephony equipment to await decommissioning and disposal
Where appropriate, capture information required by Vodafone and log an incident with the Vodafone service desk
Work with Vodafone service desk to perform basic checks on Echo equipment located on site e.g. power, cabling, warning lamp status
Act as a point of contact for any on-site technical visit required to resolve an incident
Ensure the necessary access arrangements are in place for the Vodafone engineer and ensure that any replacement hardware that may have been sent, or is in the post spares kit, is available to the Vodafone engineer (depending on the location of the equipment)
Assist with logistical support process e.g. be the recipient for any replacement equipment which may be sent to site to resolve an incident
Ensure that any faulty equipment is returned through the logistics process
Order replacement spares to replenish any site-level spares; ensure that the spares inventory held at site is always at the level detailed in the detailed site design document
Act as the central point of contact for all requests e.g. new user creation and equipment, upgrade hardware, deletion of users.
4. Shadow IT. You will be responsible for:
Desk-side application support
Desk-side user support / training / hand-holding
Cable/satellite TV
Television
SmartPhone configuration / assignments
Non-echo Internet connections & configurations
Non-Firecrest hardware moves & changes
Non-Firecrest hardware anti-virus management
Standalone laptops / Desktops
Standalone printers & scanners
Non-Firecrest network
Mobile Phones (non FCO)
Fax machines
Database Support
Crisis Equipment Management
Business Continuity Testing
Procurement of Non-Firecrest IT equipment from local budget
Video Conferencing
5. Telecommunications
Liaise with local supplier to add, maintain and remove plans and mobile lines
Maintain a record of expenditure for every officer and partner – ensure debts are paid on time
Procure mobile equipment for officers
Assist with technical support for users
Maintain Embassy landline and assist officers with their land lines in properties, ensuring invoices are paid on time
Act as a point of contact and liaise with telephone company for any on-site technical visit required to resolve an incident
Resources managed (staff and expenditure):
You will have some budget management responsibility.
Essential qualifications, skills and experience
Essential on arrival:
2 years of relevant working experience on IT.
Strong knowledge of computers and how they operate, which includes having a broad understanding of hardware and software, operating systems and basic computer programming.
Familiarity with electronic equipment, internet applications and security.
He/she will need good communication skills because this position requires frequent interaction with clients.
Fluent in Spanish and English (written and spoken).
Desirable qualifications, skills and experience
Desirable:
Formal training in computer science, information technology or computer information systems.
Software installation knowledge and certifications.
Negotiation skills and MS Cloud applications knowledge (MS Teams, One Notes, doc. Sharing).
Required competencies
Collaborating and Partnering, Delivering Value for Money, Managing a Quality Service, Delivering at Pace
Application deadline Application deadline - day Application deadline - month Application deadline - year
10 September 2019
Grade
A2 (L)
Type of Position
Full-time, Permanent
Working hours per week
35
Region
Latin America and Spanish speaking Caribbean
Country/Territory
Argentina
Location (City)
Buenos Aires
Type of Post
British Embassy
Number of vacancies
1
Starting monthly salary (USD)
1917.68 (net)
Start Date Start Date - day Start Date - month Start Date - year
21 October 2019
Other benefits and conditions of employment
Learning and development opportunities:
The FCO and the Embassy itself offers a wide range of high-quality development opportunities in different topics. A specific ITSO learning programme must be completed on arrival.
Working pattern
35 working hours per week. Monday to Thursday from 09:00-17:30 (with 1 hour for lunch); Fridays from 09:00-14:00.
Occasional overseas travel may be required so he/she must hold a valid passport.
Additional information
The British Embassy Network offers a strong benefits package. This package includes generous vacaction and leave time, flexible working patterns, and an enriching learning and development opportunities.
Please be aware that you will only be able to apply to vacancies for Local Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.
