IT Assistant (Staff Position)

*Role purpose
 To administer IT network infrastructure, providing reliable and consistent IT network operation and technical support to IT system of the British Council teaching centres (TC), and take a back-up role for the IT members.
 To be the key point of contact in regard to premises/ facilities problems occurring at the TC and work closely with the Business Support Services Assistant to resolve such issues timely and effectively.
 To ensure business support services are fully functional and to provide efficient, secure and timely outcome to the need of the British Council teaching centres' operation regarding to IT support services and premises/ facilities management.
*Role context
 Opportunities:
Develop understanding of work in international cultural relations, especially between the UK and Vietnam.
Develop technical skills and soft skills when operating standard IT support service systems
in a professional working environment.
Develop English skills from working and training courses.
 Challenges:
Working in a fast paced environment, which requires high capability in dealing with multiple tasks, paying attention to small details, meeting deadlines.
Main accountabilities but not limited to the following
Service and product delivery support:
- Provide technical support to end users in office and classrooms:
▪ Build GTI computers and deploy software on classroom and office computers in compliance with Global IT Service standards.
▪ Install and rapair devices in office and classroom(e.g., computer, iPad, printer, audio and display devices...)
▪ Support users on how to use applications, fix issues with applications in compliance with Global IT Service standards(e.g., Office 365 applications, teaching applications, Exams applications...)
▪ Prepare and support IT team to maintain British Council IT equipment and software inventory for the branch including assets management and license records.
▪ Prepare and support staff on setting up and using telephone system or video conference system.
▪ Be the first point of contact point of contact between the teaching centre and the main office regarding premises/ facilities issues occurring to ensure such issues are resolved timely and effectively to avoid business interruption the teaching centre's operation.
- Install and maintain information systems to minimize downtimes:
▪ Carry out daily/weekly/monthly checks for important devices to address and resolve issues in advance(e.g., Hyper-V servers, PABX, classroom computers, network devices, CCTV ...)
▪ Maintain full functionality of equipment in classrooms (computers, projector, tablets, Apple TV, video players, speakers, UPS, cables, etc.) to ensure continuity in teaching activities with minimal interruption.
▪ Ensure Front of House (FOH) and teaching centre back office computers, printing system as well as other IT related equipment to be in good operation and ready to use and minimize interruption to business operations of the teaching centre.
interruption.
▪ Work with suppliers to install, maintain, troubleshoot information systems and security system (e.g., Cisco switches, router, Meraki Access Point, telephony system, CCTV, security access card system) to ensure the process are carried out following British Council standards.
- Data protection:
▪ Manage device in compliant with the British Council's security standard on using, handling and disposing devices, update device inventory regurally.
▪ Support staff on how to work securely(e.g., working and sharing information on SharePoint, OneDrive)
▪ Coordinate with stakeholders to carry out annual penetration test for applications/systems.
- Other important requirements of the job:
▪ The British Council Teaching Centre operates on Monday to Friday from 8.00 am - 9.30 pm and on Saturday/ Sunday from 7:30 am - 9.30 pm. All posts may be required to follow working pattern that include unsocial hours. The Branch IT Assistant post requires a working pattern that can cover for the evening time and weekends with priority to support teaching centre's operation.
▪ Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council's Equality-Diversity-Inclusion policy and Child Protection policy and standards in carrying out all internal and external duties.
▪ Manage information created and received in compliance with the British Council's information management standards, policies, the UK Data Protection Principles and local legislation.