The Information Technology Support officer (ITSO) is responsible for providing ICT support services within the British High Commission – Nairobi as a member of the Corporate services – information Technology department. The post holder will work as part of a team to ensure availability of ICT systems and infrastructure including but not restricted to servers, workstations and laptops, printers, e-mail, Network hardware, cabling infrastructure, Uninterrupted Power Supplies, Audio-Visual and telecommunication devices. He/she will be required to carry out: IT Training on Office 365 and related Microsoft software packages, enforce ICT security policy, effect approved spend of the local ICT budget, support procurement and contract management as well as offering technical advice and support, and guidance to staff. The job holder will also be required to work with other ICT teams based regionally and in the UK as and when required.
The jobholder reports to the ICT Manager in Nairobi and will work closely with the other members of the IT team to deliver on IT support services to all BHC staff at post and satellite offices.Roles and responsibilities:
Provide IT support to users at the mission, liaising as necessary with UK based operational services and other personnel in the High Commission
User account administration ,Accounts creation and deletion
Microsoft Teams creation administration and management.
Monitor corporate internet links and back-up links to ensure up time.Undertake effective fault management, systems maintenance checks on the system and maintain a log of work performed
Troubleshoot and resolve workstations and laptops software and hardware problems as assigned by local helpdesk.
Accurate reporting of system faults and preliminary diagnosis to the helpdesk using the Service desk portal to facilitate resolutions.
Walking staff through a series of actions, either face to face or over the telephone to troubleshot and resolve issues especially for remote users.Network infrastructure support, administration and management.
Ensure 95-99% network up time for the Local network at post and Satellite offices
Identify and diagnose networks faults , repair faulty components ,network equipment and infrastructure.
Document new infrastructure installed and maintain an updated document of the network and its componentsTo act as the compliance officer for all internal ICT security procedures and working practices as dictated by Government ICT policies.
Ensure Staff sign SOPs every six months
Maintain SOPS registerEffectively execute the financial management role for missions IT and Telecoms budgets to ensure that value for money is achieved in the procurement of all goods and services for BHC.
Forecast funds allocated to the budget subheads monthly for the whole financial year and effect approved spend according to monthly forecast.
Works closely with procurement to ensure compliance to procurement policy and contract management.
Propose and bid for funding for IT projects identified/ required during the financial year.Maintain hardware inventories and offer small systems support (e.g. PDAs, Laptops, standalones)
Ensure locally managed IT system are working according to ICT Security policy.
Maintain accurate Smartphone inventories and facilitate smartphone repairs.
Maintain toner and consumables inventories and issuance records.Undertake local support for telecommunications at post including Mobile phone management
Undertake local support for IP Telephony system at post.
Mobile Phone service support administration and support.
Facilitate with new mobile line activation, resource changes and termination.
Maintain an accurate list of mobile lines ,their resources and loyalty points management for official records.
Carry out analysis of monthly mobile phone bills with an aim to identify unusual spend, trends and provide management with snapshot of high spend areas and recommend actions.
Corporate smartphone configurations to ensure compliancy corporate ICT and mobile phone policy.Undertake IT training of new and existing staff members as and when required (and specific training for existing staff when required)
Microsoft Office 365 training for staff, to familiarize staff with new features, refresher courses, create instructions manuals for quick FAQ’s.
Champion working smart objectives to encourage use of various collaborations tools.
Maintain a fully equipped and running back site for Business Continuity in case of emergencies.
Any other duties as assigned by the supervisor.Essential qualifications, skills and experience
Minimum 5 years experience working in busy Information and Communication Technology support role.
Experience in dealing with a wide range of Information Communications Technology.
An understanding of cultural differences.
Networking certification would be an added bonus.
Information Technology Degree or Diploma.
ITILv3 certification.Desirable qualifications, skills and experience
Ability to plan ahead and prioritizes effectively.
Organized and able to work methodically.
Ability to multi-task and meet tight deadlines.
Ability to work independently and use initiative
Makes effective use of office IT systems and software relevant to the job.
Can support colleagues when under pressure and able to contribute to cross-team working.
Can convey information accurately and concisely.Required competencies
Changing and Improving, Leading and Communicating, Collaborating and Partnering, Delivering Value for Money.How to Apply
