IT Officer

Role Purpose:

To provide the IT support to BC staff in Egypt offices, and to ensure that the IT services meet business operation’s needs, corporate standards and service level agreements.

Main Accountabilities:

IT services and support:

• Supervise regular checks on IT services (e.g. LAN/WAN connectivity, Internet, IP telephony, video/teleconference, Queuing system, reception screens, email, global applications)
• Coordinate with service providers of Internet, telephone systems, and support contracts.
• Work closely with IT assistants to ensure all computers/servers/peripherals are functioning, and the help desk support is properly provided.
• Handle regular communication with all staff for service outages, changes, and phonebook update.

Inventory system:

• Supervise stores in/out processes, and updates on user custody sheets.
• Make sure that the inventory sheets are consistent with store logs, and user custody sheets.
• Prepare the sale list and ensure that sold items are removed from the inventory list.
• Provide regular reports on inventory, consumables, “need repair” list, and spares.
• Maintain and update lists of software licenses.

Procurement:

• Ensure that the procured IT equipment meets the standard specification.
• Adhere to the procurement policy and ensure that all procurements of goods and services are to be based on value for money.
• Supervise testing newly procured IT hardware and software.
• Manages contracts with vendors.

Global Service Desk ‘’GSD’’, and Service-Now

• Checking the Service-Now queue, in order to resolve and/or dispatch incidents to IT assistants.
• Handle incidents, service requests, and change requests that need HUB intervetion.
• Make sure day-to-day incidents are handled as per GIS service level agreement and local IT support protocol.

Teaching Center support:

• Supervise the dedicated IT support provided the Teaching Center according to a shift-based schedule.
• Manage regular check on IT facilities in teacher’s room, and classrooms.

Team leadership:

• Manage a group of IT assistants, and provide guidance for better performance, time management, customer care, and technical support.
• Follow up on the queues of incidents, and tasks assigned to the IT assistants.
• Act as a technical focal point for users and IT assistants.
• Manage IT assistants Rota, leaves, and overtime.

Compliance

• Make sure that the Council’s IT policies and standards are adhered to.
• Apply British Council policies and standards to tasks related to IT security, disposal of IT equipment, Health&Safty, software licenses, antivirus updates, usage of IT services, data backup/restore, business continuity plan, and people management.
• Ensure that only British Council approved and licensed Software, hardware is located on the IT infrastructure with regular audits to ensure that users (Front office and Back office) retain system conformance.
• Coordination with Information Governance team for data security and risk & compliance.

About You (essential requirements for the role):

• Relevant degree or equivalent level of experience or MCSA/MCSE 2012 Certification (or above)
• English at Proficiency Level B2
• Fluent written and spoken Arabic
• At least 3 years of IT experience.
• Experience in team management
• Network Infrastructure
• Windows server administration
• Help desk.
• Windows 10
• Microsoft office applications.
• IP telephony

Desirable requirements for the role

• Relevant technical education
• ITIL V3 Foundation
• CCNA Certification
• Cisco Switches configuration
• Call centre technical management
• Audio-visual systems

Further Information:

• Role:  Information Technology Officer   
• Number of positions: 4
• Pay Band: Grade 4/H
• Location:  Egypt
• Contract type:  Fixed term local contract 1 year
• Closing date: 19th September 2023 (23:59 Gulf Standard Time)
• Other:  This role is open to candidates who have the right to work in Egypt

Assessment Stages

• Technical written test
• Interview (if you pass the technical test)