ICT Officer

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.

ICT Officer

ORGANIZATIONAL CONTEXT

Under the supervision of Senior ICT Officer or Senior 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.
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.

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 Headquarter.
- 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 for 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 Networks are granted.
- Assist and advises offices in the recruiting and training of ICT staff.
- Actively participates 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

- Undergraduate degree (equivalent of a BA/BS) in Information Systems, Telecoms or related fields plus minimum 6 years of previous job experience in the ICT support. Graduate degree (equivalent of a Master¿s) plus 5 years or Doctorate degree (equivalent of a PhD) plus 4 years of previous relevant work experience may also be accepted.
- Knowledge of radio systems, LAN installation and support, messaging infrastructure.
- Knowledge of LAN configuration and network implementation.
- Knowledge of different satellite and terrestrial communications and network systems.
- Knowledge of English and UN working language of the duty station if not 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 Windows 200/2003 Server, Linux Server, and network monitoring software an asset.
- Knowledge of additional UN languages.

This is a Standard Job Description for all UNHCR ICT Officer positions. 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. C001L3 - Accountability Level 3
C002L3 - Teamwork & Collaboration Level 3
C003L3 - Communication Level 3
C004L3 - Commitment to Continuous Learning Level 3
C005L3 - Client & Result Orientation Level 3
C006L3 - Organizational Awareness Level 3
M001L3 - Empowering and Building Trust Level 3
M002L3 - Managing Performance Level 3
X001L3 - Analytical Thinking Level 3
X003L3 - Technological Awareness Level 3
X005L3 - Planning and Organizing Level 3 <p>The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.</p>
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See below for this postion's Operational Context
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For those people applying for High Risk Duty Stations, we strongly encourage them – before deciding to apply- to read the country specific security and welfare country profiles which can be found on the Intranet under Support Services - Duty of Care (https://intranet.unhcr.org/en/support-services/duty-of-care.html). Ensuring staff are better informed is part of the increased attention UNHCR is paying to Duty of Care.

 

Staff after having applied to High Risk Duty Stations will have access to country specific information webinars with Field Safety Section (FSS) and Staff Welfare Section (SWS) colleagues and provided with a tool to test their psychological preparedness for serving in High Risk Duty Stations. Applicants who applied for a position in a High Risk country will receive, after the deadline for applications has expired, a joint invitation from the Staff Welfare Section (SWS) and the Field Safety Section (FSS) to participate in these webinars. During the Webinars, latest updates on security and well-being will be provided, and FSS and SWS will address questions raised by participants. Applicants are highly encouraged to benefit, when applicable, from all measures as they provide most up-to-date security and well-being information helpful to assess staff’s readiness to serve in a High Risk Duty Station. A Staff Welfare Officer will also be available, if and when required, to discuss with interested applicants the results of the psychological preparedness tool as well as readiness for assignment in High Risk Duty Stations.

 

Previous experience on and knowledge of Field ICT infrastructure;
Experience in assessment of operational and security infrastructure needs of the office;
Ability to supervise the implementation of the ICT operations plan while ensuring that all equipment is in good working conditins at all times;
Ability to liaise directly with end users to clarify, analyse and resolve reported issues, delivering high standards of customer service;
Previous experience serving as Head of  Unit;
Demonstrated drafting skills in English;
Knowledge of French language is essential as candidate will have to liaise with external service providers;
Ability to provide  coaching and training to ICT staff and users;
Experience in dealing with multiple crises;
Ability to come up with innovative and creative solutions to operational challenges; The position has an oversight role on ICT matters for the whole Operation in Cameroon;
The incumbent will be required to provide technical supervision and guidance to locally recruited staff and ensure that ICT equipment is fully operational at all times;
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;
Power fluctuation and shortages prove to be a  challenge in Cameroon;
Frequent thunder and lightening in particular in Sub-Office Meiganga and FO Djohong result in damaging ICT equipment and leaving staff disconnected for some days.
The current office structure in Cameroon is as follows: 01 Country Office (Yaounde); 3 Sub-Offices (Bertoua in the East region, Meiganga in the North and Adamaoua regions & Maroua in the Far North region), 04 Field Offices (Douala in the Littoral region, Batouri in the East, Djohong and Touboro in the North & Adamaoua) and 01 Field Unit (Kousseri).  The total number of staff (P, NPO, GS & AFW) serving in these offices is 234.
With the ongoing crisis in the South-West and North-West regions  02 Field Offices (Buea in the South-West) and (Bamenda in the North-West) will be functional in 2019 with a total number of 30 staff (15 staff each Field Office).
The ICT staff distribution is as follows: 3 in CO Yaounde (1P3, 1G5, 2 G.4); SO Bertoua (1P2, 2G4); SO Meiganga (1G5 & 1G4); SO Maroua (1G5 & 3 G4); FO Douala (1G5); FO Batouri (1G5 & 2 G4); FO Djohong (1G4); FO Touboro (1G4) & FU Kousseri (0). Yaounde is the capital city of Cameroon,
Existence of infrastructure as well as leisure and recreational facilities;
Availability of good health facilities Local banck facilities with possibility of using ATM card (Visa, Mastercard, etc.);
Good educational facilities available;
Possibility of renting a good private accommodation;
Frequent mission travels to the field locations. Yaounde is at security level 2;
Although a B category family duty station, considerable level of general criminality and banditry due to the prevailing economic situation;
Upcoming elections could result in insecurity. Cameroon has three international airports namely Yaounde Nsimalen Airport, Douala international Airport and Garoua international Airport. These are the main points of entry into the country but other multiple entry points by sea and land exist around the country.

Please note that the closing date for all vacancies in the September 2018 Compendium is Thursday 18 October  2018 (midnight Geneva time).