IT Support Officer (m/f/d)

The British Embassy in Berlin is part of a world-wide network, representing British political, economic and consular interests overseas. We are currently seeking a part time IT Support Officer (ITSO) to provide efficient, high quality IT support to ensure the smooth running of IT services across the Embassy.

Are you a team player who would like to work in a diverse team within a fast-moving and exciting environment? We offer an interesting and challenging work environment, dealing with many different projects. As IT Support Officer (ITSO) you will feel the gratification from solving problems and hardly any workday will be the same. Skills can be learned along the way, but the right attitude is what we are looking for.

We are offering you the opportunity to be part of a friendly and supportive working environment with opportunities for personal growth.

The successful candidate will be responsible for responding to customer requests as part of the IT team within the wider Corporate Services. You will work alongside the IT Manager and part time ITSO by diagnosing and resolving hardware and software problems in line with FCDO policies. Supporting the ongoing technology needs of Embassy employees by providing support in conjunction with the UK Help Desk. The jobholder will need to demonstrate skills in balancing and prioritising support calls and workload, have excellent communication skills and attention to detail and work well under pressure.

This is a part time role of 30 hours weekly spanning 5 days per week (essential) and sharing complementary shift patterns with the current part time ITSO.

Roles and responsibilities:

• Providing a focal point for IT users in Berlin on a range of technical and administrative IT related queries for both hardware and software;
• Support the IT Team with maintenance, infrastructure and upgrades to a range of ITC systems including different types of networks, VoIP phones, mobile phones and provide knowledgeable application support for Windows and MS Office 365 applications;
• Support end users devices and act as local Help Desk support responding to queries, including support of telecommunications and video-conferencing;
• Proactively maintain IT Infrastructure, reporting incidents and degradations in performance promptly to the Helpdesk and escalating through the correct channel as necessary;
• Work closely with Munich and Düsseldorf IT teams consulates with regular team meetings, liaising on IT related matters when necessary;
• Work in crisis IT support across the Germany network including preparation and training staff.
• Support FCDO technical requirements for events and official visits in conjunction with other teams at the Embassy, Residence and occasionally involving travel.

• Fluent written and spoken English (minimum C1 level according to the Common European Framework of Reference for Languages);
• Minimum of 2 years of working experience in IT hardware and software;
• Excellent skills in Microsoft Office 365;
• Well organised and attention to detail;
• Work well under pressure;
• Ability to maintain confidentiality at all times.

Nice to have:

• Fluent written and spoken German (minimum C1 level according to the Common European Framework of Reference for Languages);
• IT related qualification or equivalent experience in a business environment;
• Some previous experience in customer service;
• Knowledge of networking infrastructure.

• €40,099 rising to a maximum of approx €45,043 gross per annum after a qualifying period in addition to performance related pay (salary is not negotiable).
• The successful candidate will be subject to professional background check and security clearance. The successful candidate must have pre-existing work authorisation in Germany in order to apply.
• Staff recruited locally by the British Embassy are subject to Terms and Conditions of Service according to local German employment law.
• Visa/work permit requirements: Candidates must currently hold the independent right to live and work in Germany and be prepared to ensure that right remains throughout the scope of the contract.Please note that it is your responsibility to ensure you meet the legal requirements to live and work in this country.
• Equal employment: We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, sexual orientation, age, marital status, disability or gender identity. We particularly encourage applications from candidates with protected characteristics.
• Working for the Civil Service: The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
• Learning & Development: The British Embassy in Berlin has a strong ethos of Learning and Development, including our Learning and Development Week. In addition, there will be many opportunities to attend external seminars and events on relevant issues. This is in addition to the induction programme offered to all Embassy staff.
• The successful applicant will be encouraged to be actively involved in the corporate life of the Embassy, contributing to the wider objectives of the British Government's Germany network and supporting the Embassy's positive working environment.