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Job Title: Technical Support Officer (45159)

Pay Band: 4/H

No. of positions: 1

Country/Location: Bangladesh, Chattogram

Department: Exams

Contract Type: Indefinite Contract-local

Closing Date: Monday, 24th March 2025, 23:59 BST (GMT+6)- May close earlier if any suitable candidate is selected.

Role Purpose:

The purpose of this role is to ensure effective and efficient delivery of Exams within a location. To make sure venues are appropriately stocked with the technical and non-technical materials to run the test day as per the QCA standards, and that systems are in place to make sure the correct staff and materials (confidential and non-confidential) reach and return from the venue. The role holder will be the point of contact for Venues/Venue Supervisors on the day. The role holder will be required to work on test days which will involve weekend work as part of the contracted hours. The role holder will also provide support for venue staff management using appropriate internal systems and technology.

Main Accountabilities:

Product Service Support
• Provide support across all exams activities which focuses on technology.
• This could be for B2B customers with IELTS or Aptis, Schools using SRS, or B2C customers trying to make on-line payments, or venue staff using BOSS, or Exams Boards.
• It will also be for colleagues in the exams department who need support with technology whether this is an Exam system, or supporting the delivery of services with ad-hoc solutions (Microsoft Office etc).
• This will require specialising in some products which are already known, whilst expanding the post[1]holders skillset into other technology.
• It will also require interacting with external change projects which are involved with technology e.g. CDIELTS

Customer support
• Receives and responds to enquiries from B2B and B2C customers or via Customer Services relating to system use and exploitation – Aptis / ORS / ORS2 & CDIELTS / BOSS etc.
• May be a specific point of reference on queries relating to an area of nominated expertise or responsibility.
• Is able to resolve most issues but can identify where more complex issues require resolution by other teams and passes on the issues accordingly.
• Recognises and understands the impact of incidents and alerts the team leader to any issues of concern that are likely to impact service delivery or customer experience.

Technical support
• Provide support to users on standard software and hardware
• Provide technical resolution within agreed period and follow up on escalated issues to meet operational requirements
• Assist and work with IT to do troubleshooting and ensure smooth delivery
• Overall responsibility of managing and maintaining Exam equipment inventory of Chattogram Office
• Perform spot check to ensure that legal software is being used and copyright laws are being maintained and report any non-compliance
• Organise quarterly physical cleaning and updating of the exam equipment
• Maintain and monitor overall compliance of Computer Based Exams
• Assist BI and IT to implement Digital & Technology projects
• Raise incident / blow whistle when any non-compliance to information security policies is observed

Relationship & stakeholder management
• Develops good working relationships with B2B and B2C customers as appropriate. Also with venue staff, customer services, and colleagues across all exams functions.

Risk and Compliance
• Identify risks and issues in delivery of exams services related to systems and technical support.
• Ensures Child Protection Action Plan and Policy is followed in all venues.
• Follows agreed corporate risk management processes and procedures when delivering services.

Analysis & Reporting
• Use of appropriate technology and analysis of data from it – BOSS / CiCo / SAP.
• Development of any supplementary technology ( excel etc ) needed to inform Test Day processes.

Managing self & others
• Plans and prioritises own work activities, which span across a range of different work streams.
• Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services.
• Monitors task completion to agreed quality and time standards.

Support for wider Exams Operation
• Provides support for the wider Exams team when capacity is an issue at peak times.
• Activities could include Schools or IELTS verifications and payments.
• These will have a strong interface with Customer Services.

Working with Children
• In supporting the exams operation this role is likely to have occasional contact with children under 18.
• These are a small % of IELTS candidates and 95% of our schools candidates

Role specific knowledge and experience:
• Experience in identifying and minimising risk
• Experience in compliance environment
• Experience of working in a high volume, busy operational environment, delivering to standard
• Some experience of working in an environment which includes Under 18s ( eg they are some of the customers even if most are adults

Requirements:
• Graduation in any subject
• Written and verbal proficiency in English is required

Condition of Employment:

Locally Recruited

Applications are welcomed from candidates in Chattogram, Bangladesh with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. That’s why we warmly welcome applications from all under-represented communities, alongside candidates from all backgrounds. Your unique perspectives, skills, and experiences matter to us, and are invaluable in shaping our inclusive workplace.

All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email [email protected]

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.