IT Support Officer Job Vacancy at British Embassy, Denmark

Main Duties and Responsibilities:

IT Administration, User Support, and Security

• Proactively maintain and support the Foreign & Commonwealth Office (FCO) classified 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

• Review, procure, install and maintain classified and non-classified hardware as required including supporting cabling, switches and hubs.
• 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

• 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 the 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.

General

• Provide efficient and user-friendly Business Continuity Plan/Crisis Preparedness – IT Contingency solutions.
• Lead on software training at Post including the delivery of training for the Embassy staff in co-operation with relevant training organizations as required.