Associate ICT Officer

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the IOM-FOM issued for this Compendium / Fast Track exercise, as well as the  Revised Policy and Procedures on Assignments (UNHCR/HCP/2015/2 refers). Associate ICT Officer

ORGANIZATIONAL CONTEXT

Under the technical supervision of ICT Officer or Administrative Officer, the incumbent implements the ICT operational plan in a well-defined geographical area. They provide technical supervision and guidance to locally recruited staff and ensure that ICT equipment is fully operational at all times. The incumbent receives technical support and guidance from their supervisor.
Internally, the incumbent liaises directly with own Service Delivery Team on a daily basis as well as with end users to clarify, analyse and resolve reported issues. S/he may also liaise with external service providers, as required, to resolve escalated infrastructure issues.
Interacts with Snr ICT Officer (ICT Services and Emergency Support) at the ICT Service Centre in Amman for technical guidance.
FUNCTIONAL STATEMENT

Accountability

- UNHCR Country operation has modern and cost-effective ICT systems.
- UNHCR ICT equipment and data are protected.

Responsibility

- Participate in the assessment of operational and security infrastructure needs in each UNHCR office in the area of responsibility (AOR).
- Supervise the implementation of the ICT operations plan and thereafter ensures that all equipment is in good working conditions at all times as to meet the ICT needs of the offices.
- Discuss infrastructure needs with the Head of offices in the AOR and provide input for the budget submission.
- Monitor and coordinate the work of other ICT staff as directed by the Head of Offices in accordance with the standards set by Headquarters.
- Maintain an up-to-date inventory of all infrastructure equipment under AOR.
- Provide coaching and training to ICT staff and users. Draft procedures and instructions to promote a better understanding of the use of the ICT equipment.
- Participate in the assessment of security related projects in coordination with the Field Security Advisor and assists in the formulation of recommendations on security communications.
- Promote relation with UNHCR implementing partners to enhance communication and avoid duplication of efforts.
- Liaise with the National Regulatory Authority to ensure that licenses and permissions required to operate UNHCR telecommunications networks are granted.
- Assist and advise offices in the recruiting and training of ICT staff.
- Actively participate in ICT related meetings to ensure that all decisions taken meet UNHCR's operational and security requirements.
- Liaise directly with end users to clarify, analyse and resolve reported issues, delivering high standards of customer service.
- Undertake other tasks or assignments within his / her area of competence as directed by Supervisor/Head of Service.

Authority

- Decide on appropriate resolution to incidents / problems.
- Escalate issues to supervisor if incident / problem cannot be resolved with scope of responsibility.

ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED. 

- University degree in ICT or related subject.
- A minimum of 4 years ICT experience supporting ICT infrastructure (LAN/WAN, HF/VHF radio, VSAT satellite systems, PABX, Cisco networking devices).
- Formal training and certification on satellite communication and IT systems.
- ITIL certification to the V3 Foundation level as a minimum.
- Hands on experience working in current versions of Microsoft Windows Server, Active Directory, SQL Server. SharePoint, Hyper-V and network monitoring software.
- Knowledge of VoIP technology and network systems.
- Excellent knowledge of English and working knowledge of another UN language.

(In offices where the working language is not English, excellent knowledge of UN working language of duty station and working knowledge of English.)
***For National Officer positions, very good knowledge of local language and local institutions is essential.

DESIRABLE QUALIFICATIONS & COMPETENCIES

- Hands-on experience with wireless and VoIP systems and knowledge of network monitoring software.
- Hands-on experience with current Microsoft technologies (Windows 7, Office 2010/2013, IIS, Lync, etc.).
- Microsoft Certified Technology Specialist.
- Practical experience working in the deep field.
- Experience working with an external managed service provider for ICT infrastructure maintenance and support. C001L2 - Accountability Level 2
C002L2 - Teamwork & Collaboration Level 2
C003L2 - Communication Level 2
C004L2 - Commitment to Continuous Learning Level 2
C005L2 - Client & Result Orientation Level 2
C006L2 - Organizational Awareness Level 2
M001L2 - Empowering and Building Trust Level 2
M003L2 - Judgement and Decision Making Level 2
X001L2 - Analytical Thinking Level 2
X002L2 - Innovation and Creativity Level 2 In order to enable the Organization to continue to exercise its mandate, a review of its staffing has led to the necessity to reinforce its human resources for a strengthened humanitarian response and intervention to assist some 11,514 refugees and 380,000 IDPs in CAR.
In this situation, the Associate ICT Officer (P2) will ensure that the CAR operation has adequate functioning infrastructure to maintain crucial communications required in operations with high security level, especially radio communications.
Under the direct supervision of the Senior Admin/Finance Officer in Bangui and in coordination with the Senior Regional ICT Officer, the incumbent will decide on appropriate resolution to incidents, escalate issues to the regional level if incidents/problems cannot be resolved within the scope of responsibility and ensure that offices in CAR are provided with all required ICT infrastructure support.
The knowledge of French is essential to properly and efficiently perform duties in relation to this post. Since October 2015, the situation across the country, though still a concern, improved a lot. As of February 2016, the estimated number of internally displaced persons had decreased to a total of 421,283.  Return movements of IDPs began to be observed in the capital city and other areas in Ouham, Nana Gribizi, Nana Mambéré, Mambéré Kadei, Lobaye, Ouham Pendé, and Ombella Mpoko provinces.  Alongside internal displacement has been refugee outflows reaching more than 460,000 in neighbouring countries. From 2015, important movements of spontaneous returns of refugees from neighbouring countries mainly Chad and Cameroon have been reported in several areas of CAR.
This situation evolves out of decades of frail state institutions and political processes.  The main drivers of the conflict over the years have been: absence of state authority throughout the country; Strong centralized system of power that prior to the Libreville Agreement was concentrated in the Presidency and was combined with blatant nepotism; weak political class and leaders; Poor economic development with a concentration of resources in the hands of foreign nationals; Concentration of security forces in the capital; and Lack of development.  According to the Humanitarian Response Plan for 2016, more than 2,3 million people are in need of urgent humanitarian assistance in CAR and with regards to the security context, a slight improvement is expected especially after the elections with movements of returns of IDPs and refugees from neighbouring countries. Therefore, UN agencies and their Clusters are bound to maintain a consistent capacity for emergency response and support to returnees for their reintegration. UNHCR has 8 offices in CAR: 1 Representation (Bangui), 1 Sub-Office (Bouar) and 5 Field Offices (Bambari, Kaga-Bandoro, Paoua, Zemio and Obo), and one Field Unit in Berberati. The country is landlocked with very limited travel possibilities and surrounded by countries with volatile and security problems (Chad, DRC, South Sudan, and Cameroon). Volatile socio-political situation and social unrest and grievance in particular in the capital city Bangui with frequent civil servants strikes causing interruption of health, education and civil service due to years of unpaid salaries. Power cuts are a norm causing insecurity in town. The population in Bangui including the expatriates is concerned about cases of criminalities as a direct result of the crisis.
The country is totally dependent on Cameroon seaport situated 1,500 kms away causing regular shortage of basic domestic goods. Travel time from Douala (Cameroon) to Bangui for a truckload averages 4 days to a week because of very bad roads and several roadblocks. The country security level is between 3 and 5 restricting movement to official travel only.
Currently the curfew applies from 10 pm to 5am.
This situation puts tremendous stress on staff members. There are very limited medical infrastructures and services do not function properly. Nevertheless, a UN Dispensary provides basic medical care for the UN personnel.
Staff are accommodated in UNHCR guesthouse until they arrange their own private accommodation inside the approved security perimeter in Bangui. Following end of elections in CAR, the security situation across the country, though still a concern, improved during the past five months, notably in the capital, Bangui and other key areas including Kaga Bandoro, Bouar, Bossangoa, and Berberati. The visit of Pope Francis to Bangui from 29 to 30 November and subsequent dialogue initiated by the Muslim and Christian as well as other non-Muslim communities led to a decrease in tension and violence in Bangui and throughout the country.
Other crimes such as theft, abduction, and armed robbery, destruction of property, illegal detention of weapons, murder, torture and sexual violence continued throughout the country. The deployment of members of the Central African Armed Forces (FACA) in Bangui led to an improvement of the overall security situation.
Movements, activities of, and clashes between opposing armed groups, particularly elements of former Séléka groups and the anti-balaka have continued with lower intensity. However, all groups adopted a ¿wait and see¿ posture toward the DDR process, and there were no recorded incidents that adversely affected the overall electoral process.
Since January, there is resurgence of activities by the Lord¿s Resistance Army (LRA) in the south-eastern part of the country. This reported resurgence was partly due to the dry season. Mbomou prefecture, a mining rich area, is the most affected. The main characteristics of the reported LRA attacks included the looting of villages, the kidnapping of groups of civilians including children. For years the Central African Republic (CAR) has faced repetitive forced population displacements. Since December 2012, the Central African Republic (CAR) has been facing a situation of armed conflict and political crisis. The situation has further deteriorated December 2013, with an intensification of violence. The humanitarian consequences of the latest conflict and ongoing lawlessness are considerable with serious protection concerns. The total collapse of local administration as well as basic services reinforced by the magnitude of the protection and security matters remain of great concern. Large displacement, destruction of property and loss of livelihoods have exacerbated vulnerabilities of already very fragile populations deprived of basic services. The crisis has resulted in numerous protection issues and risks for the civilian populations. Despite the efforts of the humanitarian community, the deployment of a peacekeeping Mission (MINUSCA) and the joint efforts of other International Forces, the protection situation in the entire country remain worrisome.
In urban areas, a stabilization process has been initiated timidly. This progress can be subscribed to various initiatives ranging from reconciliation by the transition authorities to interfaith platforms, to civil platforms and indeed the efforts of the stabilization mission-MINUSCA. Within this context it has become clear that the humanitarian community should continue evolving to early recovery and durable solutions for internally displaced persons and spontaneous returnees.

Please note that the closing date for all vacancies in the Add. 3 to March 2017 Compendium is Thursday, 3 August 2017 (midnight Geneva time).