Locally Engaged Information Technology Professional (LEITP)

Summary of Duties:

Canada’s High Commission to the UK seeks an innovative, energetic, and reliable team player to provide Information and Communication Technology (ICT) support to the mission’s Common Service Section. 

The incumbent will need to be intelligent, articulate and a hard-working individual with a high energy level and outstanding interpersonal skills.  The successful candidate will be highly collaborative and detail-oriented professional who take active roles in both day-to-day functions as well as within a team. 

Under the supervision of Global Affairs Canada, the incumbent will perform the below key responsibilities: 

• Identify, resolve, and document Information and Communication Technology (ICT) incidents reported by mission clients; 
• Provide technical and procedural guidance on the use of LAN and associated ICT equipment; 
• Provide one-on-one ICT coaching to mission clients as required/requested; 
• Document resolutions of common or recurring ICT incidents for mission clients and share information with ICT support community; 
• Monitor the mission’s ICT ticketing system and mission’s ICT mailbox on a day-to-day basis to action ICT incidents; 
• Setup, support, and disassemble temporary ICT equipment required by sections or programs in/out of the mission; 
• Identify, analyze, and document problems encountered on the ICT infrastructure; 
• Coordinate and facilitate assistance from outside service technicians (3rd party support) as required; 
• Provide technical and procedural guidance on the use of Audio/Video conferencing and associated equipment; 
• Keep abreast of ICT developments within and outside of Global Affairs Canada and if appropriate, recommend use at the mission for added efficiencies and cost savings; 
• Provide mission staff advice and guidance regarding cloud applications such as Microsoft 365. 

Area of Selection

This position is open to candidates currently resident in the UK, who hold current documentation allowing them to work in the UK without restriction, and whose applications are received before the closing date. 

Candidates holding documentation/visas not renewable in the UK such as the Youth Mobility Visa will not be eligible for this position. 

Please note that the High Commission of Canada to the United Kingdom does not sponsor work authorizations directly or indirectly.

The Government of Canada is an equal opportunities employer and welcomes applications from diverse sections of the community. Candidates will be considered based on merit. Our organization offers an inclusive workplace where respect, teamwork, and collaboration are part of our culture. Canada’s missions abroad are committed to promoting and supporting an environment free from harassment and discrimination, as well as encouraging and supporting employees to learn and develop their skills and competencies.

ESSENTIAL QUALIFICATIONS

Candidates will initially be screened against the Essential Qualifications relating to education, language* and experience.

Candidates must clearly demonstrate when applying to the position how they meet each of these essential qualifications.

*Language will be assessed further during the process. 

Education:

Candidates will be required to provide proof of the completion of their education.

• Graduation from a college or university OR successful completion of A-Levels with a specialization in digital, computer science or other related discipline. 

Language:

• Proficiency in English, written, comprehension and spoken.

Experience:

• Experience providing direct ICT deskside support and coaching to users in person or remotely.  
• Experience in supporting a Local Area Network (LAN) and its components;  
• Experience in supporting and managing standard end-user computing devices, such as Microsoft Windows-based desktops and laptops, as well as smartphones (Android and/or iOS);  
• Experience in supporting and coaching clients for Microsoft 365 collaboration tools like: Teams, SharePoint and One Drive. 

RATED REQUIREMENTS

The Rated Requirements are part of the essential qualifications and are relating to knowledge, abilities and competencies. Methods of assessment for rated requirements may include, but are not limited to, a written examination, an oral interview (online pre-recorded/live or in-person), role-play, practical tests, presentations and/or psychometric assessment.

Knowledge:

• Knowledge of industry standard Information and Communications Technology (ICT) elements such as: user interfaces, devices, connectivity options, and collaboration tools;  
• Knowledge of documenting, troubleshooting and escalating techniques used in the resolution of technical incidents pertaining to Information and Communications Technology devices and infrastructure;  
• Knowledge of the capabilities and functionality of the Microsoft 365 suite of applications such as Teams, OneDrive, and SharePoint and how they support collaboration. 
  
    

Competencies:

• Client Focus;  
• Judgement and discretion 
• Initiative;  
• Communication;  
• Teamwork;  
• Analytical Thinking;  
• Resilience and adaptability 

Asset Qualifications:

Preference may be given to candidates who meet the Asset Qualifications. Where applicable, candidates must clearly demonstrate how they meet any asset qualifications.

• Proficiency in French, both written and oral.  
• Experience working in an international environment such as an Embassy, International Organization or Multi-National Company;  
• Tracking and escalating service issues using a problem tracking system such as BMC Remedy. 
• Certification in Microsoft 365, Office 365, Teams, SharePoint, etc; 
• IT Service Management Certification such as ITIL; 
• Certification in Digital Transformation, or Business Relationship Management. 

Operational Requirements:

• Ability to work overtime on short notice; 
• Annual leave may be restricted due to operational needs; 
• Undergo training in Canada and locally as/if required; 
• Perform regional travel as/if required;   
• Working hours are 37.5 hours per week Monday to Friday. 

Conditions of Employment:

Conditions of employment must be met or complied with before being appointed to a particular position, and are to be maintained throughout the employment while being the incumbent of this position.

- Valid work authorization: Ability to obtain and hold a valid work authorization covering the entire employment period.

- Security screening: Obtain and maintain a Reliability Status (security level) which includes a criminal and credit background check from the Government of Canada covering the entire employment period.

- Other conditions of employment:

• Offers of employment are conditional on the receipt of a minimum of 2 satisfactory professional references, one of which must be from a current supervisor.

How to Apply

• You must submit your application using the "Apply online" function. Only applications submitted via VidCruiter will be considered, unless a valid reason is presented and accepted prior to the closing date.
• Do not include personal data such as; age, date of birth, gender, marital status, family status, religion or a picture in your application form, CV nor cover letter (as required). Please only include information relevant to the vacancy as requested in the job poster.
• You must clearly demonstrate in answering the screening questions how you meet the education and experience factors listed in the essential and asset qualifications. You must provide specific examples to demonstrate clearly how you meet the qualifications. Global Affairs Canada cannot make any assumptions about your studies nor experience. Simply saying you have the required qualifications or listing your current duties will not be sufficient. Instead, you must provide concrete and detailed examples that clearly explain where, when, and how you gained the experience. No additional information will be sought beyond what you submit in your online application.
• Candidates may be required to upload a CV and/or a cover letter in English or French. These documents may be used as a secondary source to validate the answers to the screening questions.
• Applications which do not include all of the requested documents or information and/or which are not received by the closing date will be rejected.
• Candidates who are unable to submit their application due to technical difficulties must report these to LES-E-Recruitment-BRLIN@international.gc.ca prior to the closing date. Failure to do so will result in the application being rejected.

Important Notes

• Only applications submitted in one of the official languages of Canada will be accepted (English or French).
• The language requirement for this position is identified under the essential qualifications (language). In consequence, the assessment process for this vacancy will be conducted in English.
• Communication for this process will be sent via email. It is the responsibility of the candidates to ensure accurate contact information is provided and updated as required.

• Candidates must provide an email address that accepts email from unknown users and regularly check their email, including spam folder.
• Reference checks may be sought for candidates who succeeded all of the assessments.
• Please note that the High Commission of Canada to the United Kingdom does not reimburse any travel costs to and from interviews/exams nor does it reimburse any relocation costs.
• Before an offer of employment can be made, successful candidates must provide a local residence address as proof of residence in the specified area of selection. This information is necessary to issue a letter of offer.
• As recently announced by the Government of Canada, the Policy for Mandatory Vaccination: Canada and the Mission Network is suspended as of June 20, 2022. The Government of Canada will continue to assess the need for additional public health measures, including the possible reintroduction of a vaccination mandate at a later date.
• We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please contact us at LES-E-Recruitment-BRLIN@international.gc.ca to request specialized accommodation. All information received in relation to accommodation will be kept confidential.
• The results of this selection process may also be used to establish one or more pools of fully or partially qualified candidates for similar term, indeterminate, part-time or full-time openings at the High Commission of Canada to the United Kingdom which might arise following the completion of this selection process.
• For Canadian citizens/residents and Canadian dual nationals, please note that it is your responsibility to enquire with the Canadian Revenue Agency about any possible taxation implications linked to an employment with the Government of Canada.