View Vacancy – Information Technology Support Officer (ITSO)

The British Embassy in Rabat is seeking a hard working team player to take up the position of Information Technology Support Officer grade A2 (L).

Main purpose of the job:

The successful applicant will be in charge of maintaining and supporting equipment and infrastructure of the official IT system (Firecrest) and manage FCDO business applications, with the helpdesk support who is the first point of contact of all IT issues.

This is a busy and interesting role in the Embassy, which we are looking to fill with an individual who is a team player and is willing to adapt to the requirements of the position, which may vary during your time at the Embassy.

The successful candidate will report to the Head of Corporate Services (HCS) and will be part of the Morocco network Corporate Services team. We are looking for a dynamic self-starter who is resourceful and works well under pressure.

Main duties and responsibilities:

IT Administration, User Support, Change and Security:

• Act as first point of contact for users on IT (including PAGs) and be responsible for advice on use of systems. Including Bridge/Proviso etc. (where present).
• 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 changes to ICT 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, to unlock, disable, enable and reset passwords (Cleared ITSO’s only).
• Use administration tool to grant access to the Firecrest shared area and apply permissions to folders (Cleared ITSO’s only).
• Add users to cleared and un-cleared printer groups and manage scanner accounts (Cleared ITSO’s only).
• Manage shared mailboxes and distribution lists.
• Be responsible for IT Security Procedures including SOPS management.
• Manage the server backup regime (where present).
• Act as Media Custodian.
• Participate in Post’s IT Committee.
• Escalate suspected/observed IT Security breaches to the PSO.
• Play an active role in Post’s Business Continuity Plan and Crisis Management Plan.
• Act as 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 PAGs e.g. DFID/DIT subject to local agreement.
• Management of consumables e.g. toner cartridges, backup tapes.
• Supervise visits to post for maintenance purposes by local suppliers
• Provide back up ITSO support to Casablanca during absences.

Hardware:

• Review, procure, install and maintain Firecrest and non-Firecrest hardware equipment (e.g. desktops, laptops, printers, servers (depending on clearance) and Smartphones).
• Ensure changes to IT at post e.g. office moves follow the correct IT Change procedures e.g. 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.
• Administer standalone machines and dirty network.
• Install and maintain non-Firecrest hardware/peripherals and support cabling, switches, etc.
• Install Bitlocker software and regenerate pins.
• Replace backup tapes when required (including for Proviso servers).
• Maintain the Inventory of IT equipment.
• Contribute to the Annual ACCA process, providing locally procured hardware asset Inventory/Info Assurance Register/locally procured software inventory etc.
• Procure/Order new IT equipment as required.

Echo:

• 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 first 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.
• 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. as a 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 MACD requests e.g. new user creation and equipment, upgrade hardware, deletion of users.

Shadow IT:

• Desk-side application support
• Desk-side user support / training / hand-holding
• Television
• Smartphones 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
• Fax machines
• Database Support
• Crisis Equipment Management
• Business Continuity Testing
• Procurement of Non-Firecrest IT equipment from local budget
• Video Conferencing

The above list is not exhaustive and the jobholder will be required to be flexible and take on other ad hoc tasks as required. The job description may be reviewed to meet changes in business needs.

Key Competences:

• Collaborating and Partnering: People skilled in this area create and maintain positive, professional and trusting working relationships with a wide range of people within and outside the Civil Service to help get business done.
• Delivering at Pace: Effectiveness in this area means focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes.
• Managing a Quality Service: Effectiveness in this area is about being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements. 
• Delivering Value for Money: Involves the efficient, effective and economic use of taxpayers’ money in the delivery of public services.  It means seeking out and implementing solutions which achieve the best mix of quality and effectiveness for the least outlay.

• Fluency in English both written and oral.
• Excellent communication skills and organisational skills mainly the ability to explain complex IT issues in simple terms, to prioritise tasks and work to deadlines.
• A confident self-starter who projects a professional image and builds networks to help get the job done.
• High standard of Microsoft excel and working knowledge of other Microsoft applications.
• Ability to work independently and to take the initiative as well as being able to work well with others.