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Senior IT Associate


  • Organization: UNHCR - United Nations High Commissioner for Refugees
  • Location: Lusaka
  • Grade: Administrative support - GS-7, General Service - No need for Higher Education - Locally recruited position
  • Occupational Groups:
    • Information Technology and Computer Science
  • Closing Date: 2024-05-29



Staff Member / Affiliate Type

General Service


Temporary > Temporary Assignment/ Appointment

Hardship Level


Family Type


Residential location (if applicable)

Target Start Date


Target End Date


Job Posting End Date

May 29, 2024

Standard Job Description

Senior IT Associate

Organizational Setting and Work Relationships
Senior IT Associate is a technical position within the UNHCR operation. Direct supervision is normally exercised by an (Assistant/Associate) IT Officer. In locations without a professional IT supervisor, the incumbent must be able to work independently due to the technical nature of the work and liaise directly with regional and HQs technical units for problem solving and consultations. Main task of the position is to ensure routine functioning of the IT system within the country operation and assist the management to improve and refine it with the technical progress.

The incumbent has regular contacts with all staff members maintaining smooth and friendly relations with a high responsive attitude towards problem solving and finding solutions. S/he has also contacts with external parties such as contractors and suppliers of IT equipment and services.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR's core values of professionalism, integrity and respect for diversity.

- Undertake needs assessment on site and installations of UNHCR Telecommunications equipment considering the overall IT strategy of the region, the operational needs and the security constraints.
- Install and configure the most appropriate type of UNHCR IT and Telecommunications systems (HF, VHF, UHF, Microwave Links, Telephony, satellite systems) to meet the needs of operations within the AoR.
- Ensure that the equipment under area of responsibility is in good working condition, by inspecting regularly the hardware and installations. If required, arrange promptly repairs or replacement as necessary according to established procedures.
- Maintain records of the installations and repairs/replacements done and keeps the supervisor fully informed on the status of the equipment.
- Provide the office, where equipment is installed, with full information for their asset management records.
- If applicable, keep a proper inventory level of all sites spares and return spare parts for repair/replacement;
- Monitor and maintain the LAN, Network Servers, Printers, LAN points, Hubs, Patch pane, etc. to prevent faults occurring.
- Add or remove users from the Network.
- Carry out minor hardware maintenance.
- Maintain up to date inventory of all infrastructure equipment under AOR.
- Carry out missions for new installations and routine maintenance tours of telecoms equipment.
- Maintains the VSAT Network and local PABX systems in the AOR.
- Undertake coaching, and training of IT staff and users. Draft procedures and instructions to promote a better understanding of the use of the IT equipment.
- Undertake upgrading of computers (Hardware, Software) in UNHCR offices to maintain current UNHCR standards and, subsequent installation of the new software platforms.
- Liaise directly with end users to clarify analyses and resolve reported issues, delivering high standard of customer services.
- Undertake other tasks or assignments within his/her area of competence as directed by Supervisor/Head of Service.
- Decide on appropriate resolution to incidents / problems.
- Escalate issues to supervisor if incident / problem cannot be resolved within scope of responsibility.

- Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
- Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level
For G7 - 4 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher

Field(s) of Education
Not applicable.

Certificates and/or Licenses
Satellite Communications;
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Experience with PAMA satellite systems, PABX, Cisco routers and satellite modems. Knowledge of computer application packages.

Hands-on experience with wireless and VoIP systems, electricity, generators, lightning protection an asset.

Functional Skills
*IT-Microsoft Office Productivity Software
*IT-IT Radio Communications (HF, UHF, VHF)
TR-Training - Virtual and face to face
(Functional Skills marked with an asterisk* are essential)

Language Requirements
For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Desired Candidate Profile

Operational Context
UNHCR was established on 14 December 1950 by the UN General Assembly. The agency is mandated to lead and co-ordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another State, with the option to return home voluntarily, integrate locally or to resettle in a third country (

In Zambia, UNHCR supports the Government of Zambia to provide an enabling protection environment that allows asylum seekers, refugees and former refugees to be protected, be self-reliant and achieve durable solutions.

Zambia has adopted a comprehensive refugee response approach as envisioned by the New York Declaration of 2016 and the Global Compact on refugees of 2018, which guide the country’s refugee and asylum response. The framework envisages an all-of-society approach with solid investment and support from the international community to meet both immediate life-saving humanitarian needs and long-term solutions through development action.

As of end of December 2023, Zambia hosts some 95,518 Forcibly displaced persons (72,414 Refugees; 5,554 Asylum seekers and 17,550 Former refugees - Others of Concerns) in three refugee settlements (Mayukwayukwa, Meheba and Mantapala) and other urban areas including Lusaka. The vast majority of them live in the three refugee settlements, namely Mayukwayukwa (25,264), Meheba (40,510), the newly established settlement in Mantapala (8,171), and in urban locations (21,573).

The Government of Zambia (GRZ) coordinates the asylum and refugee management through the Office of the Commissioner for Refugees (COR) in close collaboration with other government departments and the inter-governmental steering committee established for this purpose, with the direct support of UNHCR. UNHCR in Zambia has two field offices (one in Solwezi and one in Kawambwa) and one Representational Office in Lusaka.

Nature of position
The Senior IT Associate position is located at the representation office in Lusaka and is supervised by the Associate Admin Officer. The Sr. IT Associate provides reliable and timely IT services on the application and infrastructure of UNHCR standard IT services in UNHCR’s Zambia operation. S/he will receive technical/functional guidance and support from Sr. Regional IT Services Delivery Management Officer responsible for the Telecom/IT infrastructure in the Regional Bureau in Pretoria, South Africa. The position is responsible for the provision of IT support and the efficient, effective functioning of all ICT services and for providing management with expert technical advice on all IT service matters, including gaps, improvements needed in a timely and accountable manner. S/he will provide continuous monitoring and maintenance of IT equipment and services, both directly and through structured, recorded engagement with third party service providers. The incumbent must provide ICT support either directly or remotely to end users, administer and monitor the offices’ ICT infrastructure equipment, ensure that the data and assets are protected and used in the most efficient and appropriate manner. The incumbent will plan for and support procurement of the ICT equipment: end user and office infrastructure equipment, as well as replacement and retirement of the obsolete equipment in line with relevant UNHCR policies. S/he must resolve technical hardware, software, or service problems in the IT environment and ensure all issues and resolutions are documented while maintaining absolute discretion in dealing with confidential data and documents. S/he must assist in the management and maintenance of the IT connectivity environment to ensure peak operating efficiency. S/he ensures that the equipment under the area of responsibility is in good working condition by regularly inspecting the hardware and installations and monitoring the equipment and connectivity health via the provided online tools. When required, arrange prompt repairs or replacement as necessary according to established procedures. Maintain accurate inventory of computers and other ICT equipment, software, and licenses as well as records of the installations and repairs/replacements done and keep senior management fully informed on the status of the equipment.

The incumbent must periodically review the IT and Telecommunications equipment inventory to identify and report items that are approaching end of life and recommend timely replacements as necessary. Assist in purchasing and receiving of any new items, ensuring that all items are entered into the inventory. Complete annual audit of all inventory items to validate information and provide reports to management as necessary. The Senior IT Associate will be conducting annual and regular periodic on-site support/maintenance missions. The incumbent is expected to work strategically in support of UNHCR’s operational and administrative objectives in the country, and provide administrative support to the Administration Unit as required. The incumbent has regular contacts with all staff members in country as well as relevant staff in the regional bureau and headquarters. S/he also maintains contacts with external parties such as contractors and suppliers of IT equipment and services, the UN and others.

S/he will be responsible for supporting the operation in the implementation and maintenance of effective and efficient online collaboration platforms following the established standards of the organization. S/he will be responsible for the installation, programming and maintenance of the organization’s backup security communications systems (VHF radio, HF radio and satellite communications systems). S/he will oversee and provide hands on technical support of any remote interventions carried out on the operations’ ICT systems by Third Party IT Service Providers contracted by the organization. The incumbent will represent the operation at the UN Country IT Working Group and liaise with the rest of the UN ICT staff on all joint UN Country ICT related projects. This representation and liaison will be recorded and reported on in a timely manner.

Desired candidate profile
The desired candidate must possess experience in planning, managing, supporting, and maintaining ICT services in a large organization, able to carry out and oversee ICT hardware installations and able to provide IT support at a systems level. S/he must have work and support experience in Microsoft services and applications ecosystems (Microsoft operating systems, Microsoft Office productivity suites, Microsoft SharePoint etc.). The desired candidate must have demonstrated ability to work independently and liaise directly with regional and HQs technical units for problem solving and consultations. He/she must have demonstrated ability to deal with multiple tasks in an organized, courteous, and service-oriented manner often under short deadlines, and a heavy workload. S/he must have demonstrated competency to undertake needs assessment on site and installations of Telecommunications equipment considering the overall IT strategy of the region, the operational needs and the security constraints and must have demonstrated ability to Install and configure the most appropriate type of IT and Telecommunications systems to meet the needs of operations.

S/He must have demonstrated ability to maintain smooth and professional relations with a high responsive attitude towards problem solving and finding solutions. The incumbent must have a good understanding of technology landscape. Possession of certifications in ITIL v3/4 is desirable. Additionally, the incumbent should have well-developed and demonstrated communication and interpersonal skills, and the ability to effectively engage with non-technical counterparts and influence the technological transformation in the offices.

Functional Clearance

This position doesn't require a functional clearance

Required languages (expected Overall ability is at least B2 level)



Desired languages



Additional Qualifications


IT-IT Radio Communications (HF, UHF, VHF), IT-Microsoft Office Productivity Software, TR-Training - Virtual and face to face



Satellite Communications - Other

Work Experience

UNHCR Salary Calculator

Other information

Shortlisted candidates may be required to sit for a written test and/or oral interview
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