Role Purpose:
The purpose of this role is to manage and implement a single-country project or program funded by the British Council (BC), providing IT support to BC staff to ensure that IT services align with operational requirements, corporate standards, and service level agreements.
Main Accountabilities:
IT Support for Computers, Servers, and Infrastructure:
- Provide helpdesk support to BC staff for hardware, software, and peripheral devices.
- Troubleshoot network connectivity issues.
- Organize and maintain wiring for user desks and network cabinets.
- Regularly clean and maintain IT devices.
Inventory Management:
- Ensure the inventory system is updated, tracking the input and output of IT items.
- Report stock levels of consumables and spare devices to the IT Manager.
Procurement:
- Provide technical specifications for IT-related items.
- Follow up on the procurement paperwork to ensure goods are received and payments are processed.
- Test newly purchased or repaired IT equipment.
Global Service Desk (GSD) & ServiceNow:
- Respond to, update, and track incidents assigned through the ServiceNow web application.
- Assist users in reporting incidents to the GSD as the first-line support provider.
Meeting Rooms & Reception Screens:
- Conduct regular checks on IT devices and services in each meeting room.
- Ensure that cables and connections for screens are properly maintained.
Teaching Center Support:
- Ensure projectors, Interactive Whiteboards (IWB), and other IT equipment in classrooms are functioning properly for teaching staff.
- Provide IT support to the Teaching Center staffroom and classrooms, following a shift-based schedule.
Compliance:
- Support the IT Manager and other IT officers in ensuring adherence to BC’s IT policies and standards.
- Assist with the repair and disposal of computer equipment and ensure proper storage of spare devices in compliance with BC standards.
Requirements for the Role:
- Education: First degree or equivalent in a relevant field.
- Certifications: Relevant IT certifications.
- Languages: Fluent in both English and Arabic (spoken and written).
- Experience: At least 2 years of IT experience.
- Skills:
- Network cabling and devices.
- Helpdesk support.
- Proficient with Windows 10.
- Knowledge of Microsoft Office applications.
- Familiarity with audio-visual systems.
- Experience with firewall administration.