ICT Support Specialist 2nd Line

Salary: £39,599 p.a + benefits

Location: London SW1, Pall Mall

Closing Date: 20 April 2021

We have an outstanding opportunity for an ICT Support Specialist, 2nd Line with expertise in ICT Operations in our Strategy, Portfolio, Partnerships and Digital Division.

Reporting to the ICT Operations Manager, the post-holder will be providing technical support for a full range of business technology, including computer systems (hardware and software), mobile devices, telephone systems, Print Management, audio-visual equipment and Digital collaboration platforms. The scope of work includes, incident and problem management, continuous update of the Knowledge Base (KB) with all troubleshooting performed and resolutions made and utilizing the KB and other support documentation to identify, isolate, diagnose and resolve end user technical problems and provide information and status as requested. S/he must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner.

The Support team’s role is to ensure that the existing office and associated systems are fully functional at all times, therefore contributing to staff productivity and improving the quality of the Secretariat’s output. The team is also involved in recommending and implementing new systems and upgrades as appropriate. The team also plays an active role in the building and upgrading of the skills and knowledge of staff in the use and adoption of Information Systems and relevant software applications.

To be considered for this post, applicants must have a degree in IT or any other related discipline, a solid foundation of ITIL processes, at least 5 years’ experience of coordinating Service Desk activities in a busy fast paced Service Desk environment, good knowledge of Windows server and endpoint environments and knowledge of leading business technologies and mobile platforms. Often collaborating with other resources (both internal and external), the ICT Support Specialist 2nd line must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution. S/he will be working closely with the ICT Infrastructure team to support the Server, Network and Telecommunications Infrastructure.

Applicants should also be able to demonstrate knowledge and relevant exposure in:

  • Cloud-based technologies
  • Networking, Voice over IP Telephony, telecommunications circuits and related concepts.
  • MS Active directory, Azure, Office 365 suite and Hyper V including associated system monitoring tools.
  • Strong interpersonal skills, able to communicate across a broad spectrum of users.

The Commonwealth is a voluntary association of 54 member governments and provides guidance on policymaking, technical assistance and advisory services to Commonwealth member countries. We support governments to help achieve sustainable, inclusive and equitable development.

To join us, you must be a citizen of a Commonwealth country and have the right to live and work in the UK. If you feel that you are suitable for the role, please apply using the buttons below.

Apply here!