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Job Description
The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow. The FCDO operates an agile workforce and to facilitate this, you may be required to undertake other duties from time to time, as we may reasonably require.
Main purpose of job:
The IT Support Officer (ITSO) is responsible for providing IT support services within the British Embassy Addis Ababa. The post holder will assist on IT related problems and offer technical advice and guidance to the Embassy staff.
The jobholder reports to the IT Manager and will work closely with other members of the Corporate Services Team.
Roles and responsibilities:
Systems Support
• Carry out day-to-day IT support services within the British Embassy
• Provide quality services in line with the business plan for the year
• Manage standalone Computers
• Manage user accounts (Create, Enable, Disable, transfer and remove User account
• Build and rebuild new and failed workstations.
• Assist on the implementation of IT Business Continuity Plan (BCP)
• Liaise with UK service desks by escalating faults which cannot be resolved locally to include logging, reporting and following up
• Co-ordinate telecommunication needs, landline, mobiles, internet.
• Instruct IT users to raise their own faults through ServiceNow Portal – in the event/incident that is unique to them and not a wider issue.
• Maintain a database of uninterrupted power supply (UPS) battery details including date of installation, next due date for exchange – applies to PC UPS’s and UPSs attached to servers.
IT Inventory
• Responsible for IT inventory – keep an up-to-date inventory of all IT equipment.
• Assist on the management of the IP Phones, Mobiles phones, Mobile lines both data and voice usage
• Responsible for proper distribution of mobile phones and their records;
Locally Managed IT requiring support at a local level
The IT Support Officer (ITSO) will provide support for all IT equipment purchased using local Embassy funds outside of the formal centrally supplied IT catalogue items. This support should include:
• Install and maintain hardware/peripherals and support cabling, switches, as required by the Embassy
• Desk-side application support
• Desk-side user support / training / hand-holding
• Smartphone configuration / assignments
• Internet connections and configurations
• Hardware moves and changes
• Manage Anti-virus
• Locally managed IT systems and laptops/Desktops/printer/scanners
• Local Network, mobile phones and video conferencing tools
• Crisis Equipment Management
Essential qualifications, skills and experience
- Degree in Computer Science/Information Systems or related fields.
• 3 or more years of relevant professional experience in IT Infrastructure and support services.
• Experience in end user IT support, Particularly Office 365 and cloud.
• Experience in Microsoft Exchange/Outlook, Ms Teams, SharePoint etc.
• Experience in IT Security
• Experience in structured cabling etc.
• Good working knowledge of networking and IT infrastructure.
• Proficient English and Amharic - AI and Business Intelligence tools
• Experience in IT inventory management
• Valid driving licence
How To Apply
Please ensure that your application is authentically written based on your own experiences. If AI tools are used, their usage must only be limited to specific tasks such as ensuring formatting consistency and keyword relevance. The core content, personal narratives, and responses to behaviour and skill-based questions must genuinely reflect your professional journey, experiences, and achievements. We place great importance on originality and individual effort throughout the application process. Any form of plagiarism will result in immediate disqualification.
The British Embassy will never request any payment or fees to apply for a position
The base salary is subject to tax and other statutory deductions
Employees recruited locally by the British Embassy in Addis Ababa are subject to Terms and Conditions of Service according to local employment law in Ethiopia.
All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit
The responsibility lies on the successful candidate to:
1.Obtain the relevant permit
2.Pay the fees for the permit
3.Make arrangements to relocate
4.Meet the costs to relocation
Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount.
Information about the Civil Service Success Profiles can be found on this link: https://www.gov.uk/government/publications/success-profiles
Reference checking and security clearances will be conducted on successful candidates
Please log into your profile on the application system on a regular basis to review the status of your application
Appointable candidates who were unsuccessful may be placed on a ‘reserve list’. If during the reserve period of 6 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate