View Vacancy – Deputy Information Technology Support Officer (DITSO)

The Deputy Information Technology Support Officer (DITSO) is responsible to the Information Technology Support Officer (ITSO) and the Corporate Services Manager (CSM) for maintaining the function and integrity of Post’s Information and Communication Technology (ICT) equipment and official UK Goverment network infraestructure). To deliver a first-class service in support of Embassy staff, their Sections and the Embassy’s wider objectives under the Country Business Plan (CBP) as they relate to Mexico City and its subordinate Posts (Monterrey, Guadalajara, Cancun,).  The DITSO – as Deputy – will stand in for the ITSO during absences.

Roles and responsibilities:

To support and work with the ITSO to deliver point of contact, trouble-shooting and timely, sustainable, high quality, professional solutions for Mexico network users, including all government procured equipment and locally managed devices and liaison with local technology providers. To provide technical and operational assistance for ICT equipment, including UK government procured equipment (Smart phones, laptops and printers) and locally procured equipment (mobiles, landline phones, laptops and desktops).  Support the ITSO in manging inventories and processing finance requests. Due to the large size of Post and its network of subordinate Posts, the DITSO is expected to carry out many of these tasks with minimal supervision and evaluate/share outcomes with the ITSO for seeking continuous improvements. Travelling to subordinate offices when needed.

Involve with IT colleagues from the network in weekly calls to keep up to date information to and circulate it with staff locally; support ITSO with the implementation of any changes in policies, hardware and software upgrades. Send updates to all staff when a change is required.

Hardware, Software & Telecoms

• Ensure maximum connectivity, troubleshoot and availability of official systems and equipment: first-level diagnostics on user reported faults, scheduled and reactive maintenance, performance monitoring, system rebuilds, upgrades and software licensing procedures – suggesting ideas for improvements that will help deliver a first-class service.
• Aid users with any mobile services inquiries, such a manging data and international services.
• Design and installation of workstations and supplementary ICT equipment within the office environment, liaising with the Health and Safety (H&S) Manager on ergonomic considerations, and with the Handyman on workplace set-up, including for staff requiring reasonable adjustments.
• Work with Vodafone’s UK help desk to carry out essential checks on landline services and equipment; capture, share information and log incidents with the Vodafone service desk, as appropriate and required.
• Secondary point of contact for ‘Helpdesk’ requests (when ITSO is not available).
• Liaise with local and regional telecoms providers to resolve technical issues on behalf of Mexico network Posts.
• Engage with local mobile telephony supplier to administer efficiently monthly data plans and support users at Post with any issues related to smartphones and phone lines.

IT Administration & Security

• Maintain, supervise and securely store a stock of spare laptops, mobile devices and IT peripheral equipment, desktop telephone devices and other ICT and office machinery and equipment, ensuring a full inventory of all assets in line with the Information Asset Register (IAR) and requirements of the Management Assurance Process (MAP) adhering to the General Data Protection Regulations (GDPR) where relevant.
• Source and maintain a small stock of frequently required spare parts for critical hardware, including laptops, desktops, telephone devices, mobiles and servers.  Engage with UK teams to order parts as required, ensuring value for money.
• Decommission and dispose of equipment responsibly, including returning faulty equipment to the UK, as required.
• Create service calls and incidents using ServiceNow.
• Request the creation and deletion of user accounts, in line with operational demand.
• Support the ITSO with technical or IT-related visits from FCO or local service providers in Mexico City and/or subordinate offices, will be required to travel to MTY, Cancun and GDL.
• Arrange system access, onboarding and permissions as required for new arrivals, visitors and trainers, in compliance with Standard Operating Procedures (SOPs).
• Share SOPs for new arrivals/equipment/processes.
• Manage consumables (printer cartridges and photocopier toners).
• Provide ICT briefings for new starters in office and remotely.
• Cleaning, package and shipping of faulty devices to return to the IT HQ in UK.

Embassy Network

• Processing IT payments as required.
• Credit card holder (ensuring Value for Money in all purchases).
• Play an active role in Information Management and Crisis Committees.
• Liaising with external stakeholders to arrange on site checks.

• University career related to Computer systems or engineering.
• In-depth knowledge in Network infrastructure, including servers, routers, patch panels.
• 1 year experience working in a similar position.
• Strong IT knowledge and interest in computers/laptops hardware & software maintenance and operating systems.
• Advanced knowledge of Microsoft Office, Internet and iOS and Anti-malware software.
• Advanced knowledge in IOS and Android operating systems.
• Excellent customer service and written communication skills.
• Outstanding interpersonal skills.
• Willingness to work additional hours, if necessary.