JOB DESCRIPTION

View Vacancy – IT Support Officer – Canada Network

The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow. The FCDO operates an agile workforce and to facilitate this, you may be required to undertake other duties from time to time, as we may reasonably require.

Job Category

Foreign, Commonwealth and Development Office (Operations and Corporate Services)

Job Subcategory

Information Technology Services

Job Description (Roles and Responsibilities)

Main Purpose of Job:

The Information Technology Support Officer (ITSO) is responsible to the Corporate Services Manager (CSM) and Corporate Services Director (CSD) for the day-to-day leadership and management of the IT in the areas outlined below, with the aim to deliver a first-class service in support of High Commission and consulate staff, their Sections and the High Commission’s wider objectives under the Country Business Plan (CBP) as they relate to Canada.

Lead and manage the IT department within Corporate Services, ensuring accurate and timely processing of routine and ad-hoc requests for assistance with setting up, operating and maintaining officially supplied IT systems in keeping with IT and security requirements. Liaison and escalation of complex issues and projects with FCO and external stakeholders. Overseeing strategies, action plans, inventories, delivery and evaluation of services provided. To manage own time and workload effectively to ensure delivery of the following roles and responsibilities of the job in line with the Corporate Services Charter.

Roles and Responsibilities:

Leadership & Communication
Work with the CSM and the Senior Technical Security Officer (STSO) to:

• Develop, implement and communicate a clear and innovative IT Services Strategy, seeing the Big Picture in order to support wider FCO efforts to update and develop new, more flexible, higher quality, cost effective and ‘smarter’ IT solutions for customers on the CANET platform (staff, Sections, High Commission, consulates, network, London).
• Engage with People and work with others (individual, team/section meetings, committees, Exec & Internal Comms Assistant and events officer) to communicate (verbal, visual, WhatsApp, email) the IT vision and timelines to keep staff informed about IT issues in general, especially on IT systems performance.

IT Devices and Systems

• Support the Induction process for new staff on IT-related topics.
• End-user training and support in line with IT security requirements and Standard Operating Procedures (SOPs) relating to the use of officially-provided IT systems, which may include laptops, PCs, standalone systems, fixed and mobile phone systems, officially supplied software and video conference systems.
• Maintaining up to date inventories of all IT assets.
• Management of the Embassy mobile phone contract, ensuring it continues to meet the network’s business needs and represents value for money.
• Management of staff requests and support calls from start to completion, liaising with UK support teams as necessary.

Other

• Play an active role in the Information Management Taskforce and work closely with the Executive and Internal Comms Assistant to provide support and advice on technical aspects of information management policy and processes.
• Support and advice to the IT and Crisis Committees, and other committees/groups/meetings with IT requirements, e.g. King’s Birthday Party (KBP), Section and All Staff meetings.
• Advice to senior managers at Post on IT policy and best practice. Regional support of Consulates. Ensure back up ITSO if fully trained and supported and able to cover in their absence.
• Financial management of the High Commission’s local IT budget. IT purchases in line with Purchase to Pay (P2P) arrangements.
• Maintaining relevant IT team knowledge/skills through internal/external development opportunities based on the 70:20:10 model.

Resources Managed:

IT Inventory including mobile phone and laptop kits including wires

ICT Forecast and Actual spend

 

Essential qualifications, skills and experience

• Successful completion of two years of an acceptable post-secondary educational program in computer science, information technology, information management or another specialty relevant to the position, or equivalent recent professional experience.
• Experience providing technical support services, troubleshooting and advice to clients on Microsoft windows desktops, network applications and infrastructure services.
• Experience providing technical support to end-users in an IT Service Desk environment.
• Experience following standard IT troubleshooting procedures and logging information into a ticketing system.
• Experience coordinating or assisting with IT asset management.
• Valid Canadian Driver’s License and ability to self-drive official vehicles.
• Experience in stakeholder management and customer engagement.
• Excellent customer service and teamworking skills
• Ability to coordinate, prioritize and organize multiple tasks
• Ability to investigate IT issues and devise solutions
• Ability to communicate effectively orally and in writing
• Ability to think critically and creatively
• Fluency in the English language

Desirable qualifications, skills and experience

• Experience working in an international environment
• Experience working directly to senior management and across locations
• Prince2 or PMP Certification
• Demonstrated experience leading/managing project teams or supporting project delivery in an IT environment.
• Basic French knowledge (reading, writing, speaking)

Required behaviours

Changing and Improving, Delivering at Pace, Managing a Quality Service, Working Together

Application deadline

2 November 2025

Grade

Executive Officer (EO)

Type of Position

Full-time, Permanent

Working hours per week

37.5

Region

Americas, Caribbean & Overseas Territories

Country/Territory

Canada

Location (City)

Ottawa

Type of Post

British High Commission

Number of vacancies

1

Salary Currency

CAD

Salary

$6,475.09

Type of Salary

monthly

Start Date

5 January 2026

Other benefits and conditions of employment

Applicants must have the legal status to live and work in Canada.

Successful candidate must have a valid Canadian driver’s license and ability to self-drive official vehicles.

Working hours are 37.5 per week with some flexibility around core hours in agreement with line manager. Working from home is permitted and encouraged when realistic to do so.

Appointable candidates who were unsuccessful may be placed on a ‘reserve list’. If during the reserve period of 6 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate.

Please note, the salary is non-negotiable.

The British Embassy Network offers a strong benefits package. This package includes generous vacation and leave time, flexible working patterns, and enriching learning and development opportunities.

The UK Government actively promotes Learning and Development (L&D) across all departments. There will be ample opportunities for the job-holder to develop, both within the areas directly relevant to your role, and more widely in a number of areas that may be of interest to you. The Foreign, Commonwealth and Development Office has a dedicated L&D team, as well as an International Academy which leads on developing and organising dedicated training in policy areas. The FCDO ring-fences an annual allocation of five days that officers can devote to L&D activities, and the High Commission provides an annual L&D budget to which all staff can apply.

Additional information

Closing date of receiving applications is before 23:55 (Local Time) on 2nd November 2025

All applicants must fully complete the online application form, including the sections for employment and educational details, experience, and behaviour-based questions. Only those applications that contain all required information will be considered. To ensure the sift process remains anonymous, please do not include any personally identifiable information in your application form.

Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements