Job description/person specification
Job title Technical Support Officer Department/office Finance , Russia
Job holder new Job code
Job type Full time indefinite Pay band H
Line manager Financial Specialist Not Applicable
Guidance on completing job descriptions can be found on the HR intranet site at
To provide BC management and staff with the high-quality technical support along with
Elevated user and Vendor creation sevices. To ensure smooth running of IT systems in
Job aim Moscow and accurate and timely problem shooting. To deliver agreed IT services for BC
Russia and services in FABS in the role of vendor creator and as an Elevated user. To support
Financial Specialist and BSS team in general.
Number of staff managed As line manager As countersignatory
Finances managed None
Duty and standards – measurable in terms of time, cost, quality or quantity. Please note this list is
not to be regarded as exclusive.
To administer IT systems and networks in Moscow. To provide technical support and trouble shooting in
conjunction with high quality customer services for British Council Russia including an increased focus on the
1 Duty (35%) business needs of teams.
- carrying out all procedures and tasks (daily, weekly, monthly, quarterly) as specified in "IT Administrator's
Guide" and relevant documents - mostly remotely
- implementing GTI upgrades and hot fixes
Standards - keeping logs of the initial system configuration, all system modifications, and system events: logs should be
recorded in the IT spreadsheet and a hard copy kept in a safe in the office; each event, message, backup, or
modification should be logged along with the date, the time, name of person logging, and the circumstances
surrounding the event
Fulfil GTI Elevated User duties in accordance with GTI Elevated User Role Description. Perform the GTI
6 Duty (35%) Elevated User role for the local office carrying out specified recurring tasks and acting as a Global IS’ first point
of contact for requests that cannot be handled remotely.
The United Kingdom’s international organisation for educational opportunities and cultural relations. We are registered in England as a charity. Revised October 2006
Users’ support requests redirected to GSD when and if needed.
Recurring tasks carried out according to the schedule.
Reactive tasks carried out within the agreed timescales.
Issues raised with the relevant mentor without delay.
Setting up LCD projectors and laptops for events.
Changing backup media & maintaining backup media register.
Adding/labelling & removing assets from the inventory / regular checks of ICT inventory.
Standards Managing & supervising processes of disposal of broken/obsolete ICT equipment.
Assuring appropriate working environment and physical security for ICT assets / storing surplus hardware.
Removing paper jams / organising printers’ repairs.
Purchasing, replacing, recycling toners / maintaining toners stock.
Conducting negotiations with vendors and service providers (in local language).
Gathering quotes and offers for ICT equipment / ICT services provision (in local language).
3 Duty (10%) Security and Risk Management
- physical security of IT equipment is ensured
- anti-virus software kept up-to-date across the offices
- business continuity plans (BCP) for all offices are revised annually; testing of disaster recovery procedures
(DRP) of IT systems are performed annually; all documentation (BCPs and DRPs) is up-to-date
- the configuration of front office machines and their integrity against unofficial downloads are checked on a
- all staff are familiar with security standards; every member of staff confirms that s/he understands and agrees
to "Standards on the Use of British Council IT Equipment and Systems" every 6 months
- all suspected or actual security breaches are reported immediately to IT Manager Russia
2 Duty (5%) To ensure compliance with British Council standards
British Council IT policies on procurement, disposal, security etc. are met.
IT systems are managed according to the standards introduced by British Council's Corporate IT team.
4 Duty (5%) To manage external contacts
- contracts with local Internet Service Providers are valid; services provided are monitored
- 3rd party technical support contract and services are managed
5 Duty (5%) Personal and professional development
maintaining familarity with documentation and standards via corporate ftp and Intranet sites, including security
- undertaking training to develop new competencies required to manage new elements of GTI
To perform other duties as delegated by AD Finance/Chief Accountant andFinancial Specialist To perform
8 Duty (5%)
reasonable duties of colleagues from BSS unit during their annual or sick leave.
Standards Duties are performed professionally.
Managers should select competencies from the Organisational Skills Profile and should use no more than 8 for recruitment and
All criteria will be used for
If a criterion is to be used for
Criteria: behavioural competencies performance management
selection, please state here
(assign levels), skills, knowledge Essential (E) or purposes.
how it will be measured (e.g.
experience, and specialist desirable (D). Indicate here (Y or N) if a application form, interview,
qualifications. criterion is to be used for performance evaluation
recruitment and selection.
IT KNOWLEDGE AND SKILLS
Knowledge of technologies used in Application form
GTI/GTI2 including MS Windows Performance evaluation
1 E Y
Server NT/2003, MS Exchange (internal applicants).
5.5/2003, MS Windows XP, networking Interview.
and Internet technologies.
ACHIEVEMENT (Level 2)
WORKS TO GOALS AND MANAGES
Understands and works towards goals Performance evaluation
2 set by others. Measures progress E Y
against targets. Seeks to understand Interview.
reasons for obstacles and to find ways
to overcome. Acknowledges the work
and contribution of others.
ANALYTICAL THINKING (Level 2)
SEES KEY ISSUES: Application form.
Looks at data and identifies key issues. Performance evaluation
3 E Y
Identifies causes and effects, by using (internal applicants).
‘if A … then B’ thinking, and uses this to Interview
CUSTOMER SERVICE ORIENTATION
Thinks about the customer when
undertaking day-to-day work. Application form.
4 Questions ‘how is this adding value for E Y Performance evaluation
the customer?’ Makes decisions with (internal applicants).
the customer in mind. Takes pride in
delivering a high quality product or
service. Investigates service delivery
and provides solutions to problems.
Job Families: technical skills,
knowledge and experience
Provides an opinion from his or her own Application form.
area of expertise. Makes decisions Performance evaluation
5 without deferring unnecessarily to E Y (internal applicants).
others, and is decisive when the Interview.
situation demands it. Has the
confidence to admit when they do not
know a fact or cannot commit to an
immediate view without more research.
TEAMWORKING (Level 2)
Actively includes individuals from
diverse backgrounds in team activities. Performance evaluation
6 Capitalises on diverse skills and ideas. E Y (internal applicants).
Spends time helping others think Interview.
through issues. Speaks positively of
others. Takes the time to learn about
and understand other organisations and
Written and verbal communications Performance evaluation
7 E Y
skills in English and in Russian (internal applicants).
Any special requirements of the job, including any legal requirements e.g. restrictions on employment, occasional unsocial hours,
flexible working, passport status.
Line manager’s name
Post title Accountant Department/country Finance, Russia