Job Description

Role Type: IT Support / Digital & Technology

Pay Band: 4 H

Location: Bulgaria

Contract - Fixed Term Contract (1 +1 year)

Salary Range - 1059 - 1271 EURO/Monthly

Reports to: Regional IT Manager (D&T) and/or Local IT Manager

Closing Date: 4th October at 11:59 PM / 9:59 PM UK Time

Role Purpose

We are looking for an experienced and customer-focused IT Support Officer / ICT Coordinator to provide IT support to British Council colleagues across one or more sites in Bulgaria.

You will play a key role in ensuring that IT services are reliable, secure and fit for business needs, while meeting British Council technology standards and agreed Service Level Agreements (SLAs). Working as part of the Digital & Technology team, you will support users, maintain IT infrastructure and hardware, manage incidents and assets, and work closely with our Global Service Desk, regional teams and external suppliers.

This is a hands-on role that will require strong technical troubleshooting skills, excellent customer service and the ability to manage a varied workload independently.

About Us

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries.

We work with more than 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year, we reach millions of people face-to-face and online, creating opportunities, building connections and engendering trust.

As part of our Digital & Technology team, you will contribute to delivering technology services that enable our colleagues to work effectively and support the British Council’s global operations.

About the Role

The IT Support Officer / ICT Coordinator is a member of the Digital & Technology team and reports to the Regional IT Manager and/or Country Operations Manager.

You will work closely with the Global Service Desk, Regional IT Managers, Engagement Leads, Support Service Lines and local and global technology vendors to deliver effective IT services to colleagues.

The role will involve a combination of technical support, infrastructure and hardware maintenance, incident management, asset management, compliance and supplier coordination. You may also provide specialist IT support to Teaching Centres, Exams and Events, depending on local requirements.

You will be expected to provide a responsive and customer-focused service and, where required and permitted by local legislation, work extended hours during crisis or emergency situations.

Main Opportunities and Responsibilities

IT Service Support

• Carry out regular checks on local IT infrastructure, including LAN/WAN connectivity, internet, IP telephony, video and teleconferencing and global applications.
• Maintain the server room, including cable patching, UPS maintenance and regular cleaning.
• Coordinate local and central IT suppliers in line with agreed support contracts.
• Provide IT support to business colleagues, helping them make effective use of technology in their day-to-day work.
• Conduct IT inductions for new joiners.
• Carry out basic Active Directory and Azure AD/Intune user administration tasks, including password resets and account unlocks.
• Participate in the incident management process and ensure incidents assigned to the local IT team are resolved within agreed SLAs.
• Raise and follow up tickets with the Global Service Desk where required.
• Identify complex technical issues and escalate them appropriately to the Regional IT Manager or Global Service Desk.
• Coordinate service requests and changes for the site in line with agreed processes and SLAs.

System and Hardware Maintenance

• Build and rebuild GTI Back Office endpoints.
• Ensure devices are maintained with the latest security patches and updates.
• Reinstall and troubleshoot SCCM clients used for system management.
• Diagnose hardware problems and replace components where required.
• Install and maintain photocopiers, printers, scanners and associated access profiles.
• Configure and maintain Guest Wi-Fi networks, including firewalls, switches, wireless access points and content filtering.
• Support the maintenance of mobile devices such as Chromebooks, iPads and tablets where required.

Asset and Inventory Management

• Track and manage IT assets through ServiceNow and maintain accurate hardware and software records.
• Support Software Asset Management (SAM) and Hardware Asset Management (HAM) processes in line with Digital & Technology standards.
• Conduct spot checks of hardware inventory, software installations and user lists.
• Maintain local IT stock and inventory, ensuring appropriate stock levels and timely replenishment.
• Ensure IT assets are managed in accordance with British Council policies and local regulations.

Compliance and Security

• Implement Digital & Technology guidelines across local IT infrastructure.
• Ensure compliance with British Council standards covering IT security, equipment disposal, software licensing, antivirus updates and acceptable use of IT services.
• Manage locally procured software licences and ensure legal and regulatory compliance.
• Support endpoint security patching in collaboration with the Release Team.
• Promote appropriate and secure use of IT services, networks and devices.
• Support the secure management of IT equipment and technology environments.

Procurement and Supplier Management

• Work with suppliers and the Regional IT Manager to ensure IT equipment procurement meets British Council standards and specifications.
• Oversee IT service requests relating to purchase orders and follow these through to completion.
• Ensure procurement of IT goods and services follows British Council procurement policies and provides value for money.
• Build effective working relationships with local and global technology suppliers.

Teaching Centre Support

• Where supporting a Teaching Centre, you will:
• Supervise IT support in accordance with agreed SLAs.
• Build and rebuild Front Office machines.
• Configure and maintain Front Office profiles according to teaching requirements.
• Carry out regular checks of classroom IT facilities.
• Configure and maintain projectors, interactive whiteboards/panels and classroom audio-visual equipment.

Exams and Events Support

• Where supporting Exams and Events, you will:
• Provide IT support to the Exams department as required.
• Configure, maintain and support centrally and locally managed exam endpoints.
• Install and manage examination software.
• Provide on-site and off-site technical support for examination activities.
• Prepare and support IT requirements for examination events.

About You

We are looking for someone with strong practical IT experience who enjoys solving technical problems and supporting colleagues.

You will have at least three years of IT experience, ideally gained within an IT support team or similar environment. You will have good knowledge of Windows server administration, Microsoft Office and IT Service Management tools, preferably ServiceNow.

You will be confident diagnosing and resolving hardware, software and network issues, while knowing when to escalate more complex problems. You will also be comfortable working with suppliers, the Global Service Desk and colleagues across the organisation.

Strong communication skills are essential, as you will support users with different levels of technical knowledge. You will be organised, systematic and able to prioritise your workload while maintaining a high standard of customer service.

Language Requirements

The British Council systems and global processes operate in Bulgarian and English. Written and verbal proficiency in Bulgarian is required.

Essential Requirements

• At least 3 years of IT experience. Bulagrian Language is must for this role
• Experience working within an IT support team.
• Knowledge and experience of Windows Server administration.
• Good working knowledge of Microsoft Office.
• Experience using IT Service Management software, preferably ServiceNow.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently and manage routine and competing IT support tasks.
• Proficient in English and Bulgarian.
• MCP or ITIL Foundation-level qualification.

Technical Skills

You will demonstrate practical capability in:

IT Operations – SFIA Carrying out agreed operational procedures, including network configuration, installation and maintenance; using network management tools; supporting maintenance and installation activities; and identifying and resolving operational problems.

Application Support – SFIA Identifying and resolving application issues in line with agreed procedures, using application management tools and carrying out routine application maintenance.

Core Skills

You will demonstrate:

Communicating and Influencing - Communicates clearly and effectively with colleagues and customers and adapts communication to a diverse audience.

Planning and Organising - Plans and manages own work effectively over short timescales for routine and familiar tasks.

Analysing Data and Problems - Takes a systematic approach to troubleshooting, breaking problems into manageable tasks and identifying appropriate actions.

Using Technology - Demonstrates advanced user capability in office software and British Council technology platforms and can support or coach colleagues in their use.

Managing People - Supports colleagues and less experienced team members, recognising individual differences and helping others use systems effectively.

Why Join Us?

This is an opportunity to join the British Council’s Digital & Technology team and play a hands-on role in ensuring colleagues have secure, reliable and effective technology services.

You will work with local and international IT teams, vendors and colleagues across the organisation, gaining exposure to a broad range of technologies, systems and business environments.

Our values are Open and Committed; Expert and Inclusive; Optimistic and Bold. These values guide how we work, make decisions and build relationships with our colleagues, partners and the communities we serve.

Additional Information

Candidates are responsible for ensuring that they have the legal right to live and work in Bulgaria before applying.Initial and continuing employment with the British Council is subject to the relevant background and security checks applicable to the role. The British Council is committed to equality, diversity and inclusion and welcomes applications from candidates with a wide range of backgrounds and experiences.