Information Technology Assistant

Organizational Setting

This position is located in the Programme Management Unit (PMU) of the FAO UTF Technical Cooperation Programme in Riyadh, Kingdom of Saudi Arabia.

Main Purpose

The Information Technology Assistant provides a large variety of standard Information Technology (IT) support services that contribute to the smooth and effective running of the IT equipment, systems and software applications of the Office in line with established IT procedures and Service Level Agreements (SLAs).

Supervision Received/Exercised

The Information Technology Assistant reports to the Administrative Officer under general supervision of the FAO Programme Director and follows technical standards and procedures established by the IT Division. He/ she acts independently in routine matters, in line with established policies and procedures. Supervision received is focused on divisional/ departmental IT priorities, in particular the meeting of timelines and the quality of support given to clients, and ensures learning opportunities

Working Relationships

The Information Technology Assistant has frequent interaction with staff at all levels within the work unit to resolve routine IT-related problems and coordinate IT service delivery. He/she works closely with the IT Division to ensure problem resolution and service delivery.

Key Functions/Results

• Receive and log all requests from users relating to IT services in the Service Desk System;

• Provide 1st and 2nd level support (see below) to resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be solved to more experienced divisional/ departmental IT staff and/ or the technical team in the IT Division; monitor progress and ensure problem resolution;

• Deploy and configure standard desktops and laptops in line with established policies and procedures; assist in implementing procedures for data backups;

• Ensure user access to the corporate/ divisional/ departmental IT infrastructure\: set up network services according to established policies and procedures (e.g. e-mail accounts and user access profiles, file share security); manage divisional/ departmental shared drives and public e-mail folders;

• Operate and troubleshoot a variety of office equipment, such as personal computers, printers, photocopiers, PDAs and smartphones, and maintain IT stationery supplies;

• Provide user guidance and training on IT services and contribute to the IT knowledge base;

• Manage the divisional/ departmental pool of IT equipment and local stock of IT supplies and materials\: maintain the inventory and assets in the Service Desk System and GRMS fixed assets; ensure that software licenses are legally acquired and formally recorded;

• Provide hands-on assistance to users in organizing presentations and setting up audio-visual equipment;

• Assist in the planning and procurement of IT-equipment and software, based on established equipment life cycle processes\: provide specifications for the purchase of hardware, software and peripherals and assist users in the preparation of IT-related POs and LO's, technically clearing PR's, LVO's and LO's in Oracle for hardware, software and peripherals; liaise with the IT Division for clearance of non-standard equipment and software;

• Process separation clearance as per established procedures;

• Perform other related duties as required.

Impact Of Work

The incumbent's work impacts on the timely and efficient delivery of the division’s/department’s work output. Actions reflect on the effective provision of the Organization’s IT Service.

Minimum Requirements

Work Experience and Knowledge\: Three years of relevant experience in IT-support work

Languages\: Working knowledge of English and limited knowledge of another FAO official language (Arabic, Chinese, French, Russian or Spanish)

• Very good knowledge of the MS Office applications and Microsoft O365, systems installation and configuration, Internet and office technology equipment;

• Networking and IT Equipment support;

• Basic UNDSS IT Security Awareness or equivalent;

• At least MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification.

• Knowledge Sharing and Continuous Improvement

Technical Skills

• Good understanding of the IT infrastructure

• Good knowledge of IT governance policies and procedures

• Good problem solving skills related to IT issues

Desirable Qualifications And Skills

• Experience in the co-ordination, set-up and use of network services (i.e. file/print services, security, e-mail, backups), following corporate standards.
• Knowledge of Active Directory Design, Support and Implementation.
• Knowledge of Exchange Messaging System Design, Migration and Implementation.
• Knowledge of Disaster Recovery Knowledge and Practice.
• Knowledge of Firewalls, intrusion detection, anti-virus,
• Knowledge of Spam filters implementation.
• Working knowledge of Arabic is considered as strong asset.