View Vacancy – DXB – Information Technology Support Officer A2(L)

The British Embassy Dubai has a vacancy for an Information Technology Support Officer (ITSO).

The role of the ITSO is to maintain the Embassy’s IT network and to provide IT support to the user community.

The successful candidate will primarily be based in Dubai but will cater to both Dubai and Abu Dhabi posts. 

Duties and responsibilities:

– Administrative responsibilities

• Act as liaison between local users, the Help Desk in the UK, and other IT stakeholders.
• Help protect the security of the system and ensure that potential breaches of security are reported and investigated.
• IT asset management.
• Manage active directories – Manage end user accounts, permissions, access rights, and storage allocations in accordance with best practice regarding privacy, security, and regulatory compliance.
• Develop, document, and maintain policies and procedures for system administration and appropriate use.

– Operational responsibilities

• Provide 1st and 2nd level IT support to the user community.
• Proactive maintenance and support of the Embassy’s IT network, desktops, laptops, network, servers, mobiles and other infrastructure.
• Ensure maximum availability of the Embassy’s IT systems by troubleshooting and resolving IT problems.
• Mitigate, identify, troubleshoot, and resolve hardware and software problems on workstations, laptops, mobiles, printers, scanners and other peripherals. Escalate incidents as necessary.
• Supervise visiting engineers and third party contractors.
• Assist with projects such as office moves, telephony projects, satellite equipment upgrading and their deployment and testing, and to support the development teams throughout the project lifecycle.
• Undertake the day to day operation of backups.
• Support IT requirements of new staff employed and off site government bodies.
• Take part in Embassy emergency planning and response to a crisis.

The above list is not exhaustive and the jobholder will be required to be flexible and take on other ad hoc tasks as required.

Key competencies required:

• Managing a Quality Service – Valuing and modelling professional excellence and expertise to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements. Effectively planning, organising, and managing time and activities to deliver a high-quality, secure, reliable, and efficient service, applying programme and project and risk management approaches to support service delivery.
• Delivering at Pace – Focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes. Working to agreed goals and activities and dealing with challenges in a responsive and constructive way.
• Collaborating and Partnering – Being a team player who creates and maintains positive, professional, and trusting working relationships with a wide range of people within and outside the organisation to help get business done. Working collaboratively, sharing information appropriately, and building supportive, responsive relationships with colleagues and stakeholders, whilst having the confidence to challenge assumptions.
• Leading and Communicating – Showing pride and passion for public service, leading from the front and communicating with clarity, conviction, integrity, and enthusiasm. Championing difference and external experience, supporting principles of fairness of opportunity for all and a dedication to a diverse range of citizens. Managing and engaging with people in a straightforward, truthful and candid way, and upholding the reputation of the organisation.

• Minimum two (2) years of relevant IT support experience in a corporate environment.
• Excellent communication skills in English, both verbal and spoken. Able to express ideas and messages clearly and concisely, both orally and in written communication.
• Working knowledge of maintaining and troubleshooting networks. Working knowledge of administering user accounts and passwords, setting group permissions, etc.
• Experience of installation and maintenance of desktops, laptops, mobile devices, and server hardware and software.
• Strong customer support and interpersonal skills. Demonstrates courtesy and consideration in dealing with stakeholders.
• Good knowledge of Office 365 applications and working knowledge of Windows 10 and troubleshooting.
• Ability to work with limited supervision to meet deadlines. Excellent organisational skills, attention to detail, and good follow-up discipline.
• A team player who is capable of working on their initiative and who is adaptable to changing priorities. Must be able to work and act without close supervision and react calmly to situations which may arise.