View Vacancy – IT Support and Communications Officer (TUR20.436)

Due to COVID-19, you may experience some delay in the progress of this recruitment campaign and we are working hard to minimise any disruption.

The British Embassy in Ankara is part of a world-wide network representing British political, economic and consular interests overseas and is now looking to hire an IT Support (ITSO) and Communications Officer to act as first point of escalation for users on IT and be responsible for advice on use of systems, including telephony. Confirm that UK Government policies relating to IT Security are adhered to and support a diverse range of stakeholders on IT matters.

Main responsibilities will include:

IT Administration, User Support, and Security – 40%

• Proactively maintain and support the Foreign & Commonwealth Office (FCO) IT system according to guidance;
• Report incidents to central Helpdesk and escalate through the correct channels where necessary;
• Liaise with the Helpdesk to resolve IT issues and act as point of contact for technical visits;
• Use administration tools to manage user accounts, Be responsible for managing compliance with IT Security Procedures;
• Manage media;
• Provide remote support to users working off site and equipment at remote sites, where appropriate.

IT Hardware – 20%

• Review, procure, install and maintain hardware as required including supporting cabling, switches and routers;
• Ensure changes to IT in the office follow the correct IT change procedures and protocols;
• Manage spares, and inventories including server spares;
• Carry out hardware replacements and return of faulty equipment according to guidance and under direction from technical support teams;
• Assist in the remote rebuild of desktops and laptops when required;
• Administer stand-alone machines and non-classified networks if applicable.

Telephony – 20%

• Perform 1st level diagnostics on user reported problems;
• Replace faulty telephone handsets;
• Where appropriate, capture information required by supplier and log incidents with the supplier service desk;
• Work with supplier service desk to perform basic checks on telephony equipment;
• Act as a point of contact for on-site technical visits required to resolve an incident, including availability of equipment and spares;
• Ensure that any faulty equipment is returned through the logistics process;
• Maintain 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 technical ID requests e.g. new user creation and equipment, upgrade hardware, deletion of users.

Internal Communications – 20%

• Work with colleagues across the network to support internal communications. Leading on the Ankara end but feeding into Network wide work;
• Support seniors with L&D culture across the network. Working with the L&D committee;
• Support work to implement actions from the Staff Survey.

• Fluency in English (both oral and written);
• General understanding if IT networking principles/practices;
• Strong analytical and troubleshooting skills;
• Good knowledge of MS office suite;
• Strong customer service skills.
• Hold one of the following passports from the 5 eye network: UK, US, Canada, Australia, New Zealand; and be prepared to undertake appropriate security clearance procedures where necessary in order to obtain security clearance.