• 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
• ITSO Assistant will support the DECS Team ensuring that IT equipment function, are maintained and kept fit for purpose in accordance with service and standards set out in the Service Level Agreement (SLA) and Key Performance Indicators (KPIs); Responsible for resolving IT problems and advising staff on use of system whilst fulfilling key corporate services support function under supervision of IT Manager

Duties

• The BHC Maputo requires an IT Assistant to take on a variety of IT Support tasks:

Technical Support

• Respond to IT service desk requests and incidents
• Troubleshoot hardware and software issues
• Assist with setup and configuration of devices (laptops, desktops, mobile phones)
• Support to the IT infrastructure including installation, Wi-Fi monitoring and testing

System Maintenance

• Perform routine maintenance on IT equipment
• Monitor system performance and report anomalies
• Support updates and patches for operating systems and applications

User Support & Training

• Provide guidance to users on IT policies and best practices
• Assist in onboarding new staff with IT orientation
• Create and maintain user guides and documentation
• AI & Automation Support
• Support deployment and maintenance of AI-powered tools (e.g., Copilot chatbots, document automation, data analysis platforms)
• Assist users in adopting AI tools for routine tasks (e.g., summarization, translation, scheduling)
• Monitor performance and usage of AI systems and escalate issues as needed
• Help ensure ethical and secure use of AI in line with FCDO policies

Asset Management

• Track and manage IT inventory
• Support procurement and disposal of IT equipment

Security & Compliance

• Ensure adherence to FCDO’s cybersecurity policies
• Support data protection and secure handling of sensitive information

Requisites

• Minimum of 2 years’ experience in an IT support role
• Excellent oral and written English and Portuguese
• An accredited IT qualification would be an advantage (ITIL, SDA, Root Cause Analysis)
• Strong knowledge of Windows OS, Microsoft Office 365, and basic networking
• Experience with IT support tools and ticketing systems
• Good communication and problem-solving skills
• Ability to work independently and as part of a team
• Prior experience in a government or international organization is a plus