Associate 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.

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. 

-Undergraduate degree (equivalent of a BA/BS) in ICT or related subject plus minimum 3 years ICT experience supporting ICT infrastructure (LAN/WAN, HF/VHF radio, VSAT satellite systems, PABX, Cisco networking devices). Graduate degree (equivalent of a Master¿s) plus 2 years or Doctorate degree (equivalent of a PhD) plus 1 year of previous relevant work experience may also be accepted.
- 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.
- Knowledge of English and UN working language of the duty station if not English.

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.
- Knowledge of additional UN languages.


This is a Standard Job Description for all UNHCR Associate 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 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
X003L2 - Technological Awareness Level 2 <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.

 

The Associate ICT Officer (Infrastructure) is under the direct supervision of Admin/Finance Officer in Jamjang, the incumbent implements the ICT operational plan in a well-defined geographical area. S/he provides 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, analyze and resolve reported issues. S/he may also liaise with external service providers, as required, to resolve escalated infrastructure issues. S/he Interacts with ICT Officer in Juba and at the ICT Service Centre in Amman for technical guidance.
The incumbent will be in charge of overall management of the ICT Unit currently consisting of 6 telecom operators, 1 national ICT Associate staff member and 1 International UNV. South Sudan operation functions under security Level 4 and the current political situation is not indicative of an improvement, although the peace agreement has been signed both opposition and the government. The prolonged delays of the custom clearance which proceeds four to six months period to clear and receive the equipment in field. This situation demands a very solid and professional service under ICT to be prepared for any eventuality. Also sustain a proper service and support on ICT throughout the AOR.
The Associate ICT Officer (Infrastructure) position in Jamjang provides crucial ICT services to the operation in Ruweng state and it is an essential part of our security setup. The incumbent is expecting to have good knowledge and expertise on contingency planning skills, ability to find gaps to come up with practical solutions for business continuation. From the outset of the refugee crisis in July 2011, the geographical/political context of the spontaneous Yida Refugee Settlement has compromised the protection of refugees residing in the Settlement. Its proximity to the contested border point of Jau and frequent forced recruitment of refugees by SPLA/N, presence of armed elements allied to JEM and SLA, risk of refugees becoming a military target by SAF, its militarization due to the mixed character of influx (civilian asylum-seekers, combatants and former combatants) and other associated protection concerns have fundamentally questioned its suitability as a refugee site. The GoSS accordingly closed the Yida Settlement on 30 June 2016 with the designation of Ajuong Thok and Pamir refugee camps as suitable sites for refugees to benefit from assistance and from integrated services (WASH, Education, and Health inter alia).
Ensuring a protective environment through relocation of refugees from Yida to Ajuong Thok and Pamir Camps on a voluntary basis has been an utmost operational priority for UNHCR. With four interrelated strategic approaches (i.e. information campaign, gradual phasedown of service provisions, development of Ajuong Thok/Pamir refugee camps and maintaining a conducive operational space through host community projects), relocation of refugees constitutes an integral part of the UNHCR¿s Yida Exit Strategy. While a unilateral ceasefire was first declared by the Sudanese Government in June 2016, conflict-induced food insecurity and the lack of access to basic needs have continued to contribute to the refugee outflow. Despite the extended unilateral ceasefire declarations by the Sudanese Government and SPLM-N, the Sub-Office Jamjang has been receiving on average between 600-700 new arrivals from South Kordofan per week since the beginning of the year 2018. Most refugees claim to have left South Kordofan for mixed reasons including food insecurity, lack of access to health facilities as well as education opportunities in South Sudan. As of the end of August 2018, SO Jamjang assists 128,318 refugees, out of which 51,836 are in Yida Settlement and 76,482 in Jam-Jang Camps (45,942 in Ajuong Thok and 30,540 in Pamir). Jamjang is situated in Unity State, one of the 10 States in South Sudan, around 1,000 km north from Juba, the capital of South Sudan. In October 2015, President of South Sudan introduced the administrative division of South Sudan composed by 28 states and later increased to 32 states), which is not sanctioned by UN, but nevertheless presents a reality on the ground, which impacts the Area of Operations (AOR) managed by SO Jamjang.  In the new nomenclature, SO Jamjang is situated in Ruweng state (portion of northern Unity comprising two former counties- Panrieng/ Pariang and Abiehmnon). The AOR is a home to predominantly Padang Dinka, and the main local languages are Dinka and to a lesser extent Arabic, with English as an official language. The State¿s highest authority is the State Governor. Refugees in Ruweng are from South Kordofan in Sudan (area also referred to as Nuba Mountains), with Arabic as the main language.
The climate of Jamjang is relatively hot with heavy rains during rainy season (April to November) and hot/dusty conditions in dry season (December to March). Yet, mornings may be cool, sometimes foggy, in rainy season. Climatic conditions are harsh, and despite fumigation of the compound, insects are present in the environment.
All staff members in Sub Office Jamjang reside in the office/ Guesthouse compound where a curfew is in effect during the night. There is a system of Primary Health Care Centers in the refugee sites (Yida, Ajuong Thok and Pamir) serving refugees where basic medical attention may be obtained in case of emergency, as well as an upgraded  health institution in Panrieng referred to as Panrieng state Hospital- all supported by UNHCR. However, medical travel to Juba may be required and authorized upon the referral in case of serious illness. Candidates with conditions requiring regular treatment or medical supervision should be appropriately advised by UNHCR Medical Service.
Available commercial mobile telephone network in AOR is Zain. Staff also have access to office VSAT or internet based voice calls such as VIBER/ WhatsApp (within the office compound where Wi-Fi internet connection is available).
The area have limited choice in terms of foodstuff, vegetables and fruits are mostly not available.
There are no operational Banks or any other form to access money. Staff are advised to carry enough cash to see them through to the next R&R. Internet and VSAT communications networks are available at the compound. Relatively well equipped Gym is available within the office/ accommodation compound.
DSTV is installed in the common TV room.
UNHAS flight which flies three times a week is the only means of commuting between Jam-Jang and Juba.
UNHCR staff serving in AOR are expected to have the capacity to exercise patience and adjust to the working environment which is characterized with limited to none social activities outside the compound (including compounds of the humanitarian partners in the vicinity of the UNHCR compound), and at times challenging and demanding relationships with various stakeholders, including local authorities. Jamjang is a security level 4 duty station.  The security situation continues to be a challenge in the area and all staff are required to undergo a SSAFE training.
Staff movements are strictly restricted and all staff are obliged to adhere to security protocols.  Staying in the office compound is regulated by a curfew in effect during the night and the requirement to answer daily radio checks.
- SSAFE Training: Undertaken in the last 3 years.
- Wearing of PPE may be at times mandatory in various field locations in South Sudan. - During rainy season, the road movements are difficult and at the same time UNHAS flights may have difficulty in landing at the airstrip.  There may be occasional last-minute cancellations due to poor weather conditions or for any other reasons.  Staff member may therefore wish to plan outward journeys out of Juba with this in mind.
Rubber boots or covered shoes are advisable to wear, especially during the rainy season. It is advisable to bring a good medical kit with medicines, pain killers, mosquito or insect repellent, shampoo, bath soap/gel and personal toiletries.
Staff are accommodated in UNHCR provided accommodation
There are no reliable medical facilities
Mental robustness is required due to hardship
There are no local banking facilities;
Due to security restrictions, office has established well organized guest house facilities where all international professional staff are required to reside; all national staff also reside within the UNHCR Compound;
Staff member will be required to work in a culturally and ethnically sensitive environment;
Previous experience in similar security risk operations and good security awareness needed.

Please note that the closing date for vancancies in the Addendum 3 is Thursday 24 January 2019 (midnight Geneva time)