IT Officer For British Council

 

Date: 18-Aug-2021

Location: Cairo, Middle East and North Africa, EG

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Contract Duration: 1 year (renewable)

Location: Cairo, Egypt

Pay Band H/4

Salary: 7709 EGP/month + medical insurance

Closing date: 26 August 2021

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.

Function Overview

Be prepared to work unsocial or varied hours in order to ensure high standards and appropriate customer service, flexible working hours.

The British Council operates 7 days a week, morning to evening. The job holder will be expected to work in some evenings according to schedule. 

The postholder will work on a 5-day week shift basis and is entitled to 2 days off (not necessarily Fri -Sat), in some cases non consecutive days off. 

Shift Scheule is subject to change, and flexibility in adjusting hours of work is essential when there is an operational need to do so.

Visits to other British Council sites will be regularly requested.

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 system, 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 outage, changes, phonebook update

 

Inventory System

Supervise stores in/out processes, and updates on user custody sheets.

Make sure that the inventory sheets are consistent with stores 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.

Qualification & Experience

Essential Requirements: 

Bachelor Degree in relevant field

Fluency in English and Arabic

MCSA/MCSE 2008 Certification

At least 3 years experience working in IT

Proven experience in team management

Proven knowledge of Network Infrastructure

Proven knowledge of Windows server administration

Proven knowledge of Help desk.

Proven knowledge of Windows 10

Proficient user of Microsoft office applications. 

Proven experience using IP telephony

 

Desirable Requirements: 

Proven experience using Cisco Switches configuration

Proven experience in Call centre technical management

Proven experience in Audio-visual systems

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

  If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

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