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IT Assistant in Decentralized Offices

Port of Spain

  • Organization: FAO - Food and Agriculture Organization of the United Nations
  • Location: Port of Spain
  • Grade: Consultancy - Consultant - Contractors Agreement
  • Occupational Groups:
    • Administrative support
    • Information Technology and Computer Science
    • FLTRI
  • Closing Date: Closed

IMPORTANT NOTICE\: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device

FAO seeks gender, geographical and linguistic diversity in order to best serve FAO Members in all regions.


Qualified female applicants are encouraged to apply.

People with disabilities are equally encouraged to apply.

All applications will be treated with the strictest confidentiality.

Organizational Setting

This position is located in the Administration Unit of the office of the FAO Representation in Trinidad and Tobago.


Reporting Lines

The Information Technology Assistant reports to the AFAOR (Administration) 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

Technical Focus

The incumbent is accountable for the IT support and operation at the level of the country office and she/he is responsible to understand the corporate setup, rules, regulations and policy and fulfill all the needed competences, skills and certifications needed.


Tasks and responsibilities
The IT Assistant will provide support in the following areas\:
User support
  • Assist in the presentation of display materials and Video Conferencing events
  • Provide orientation to New Users and existing users on the IT rules and regulations, in particular related to equipment, printers, scanners, and IT security matter, as well as One Drive for Business, Team-works, MSOffice, Intranet, Skype for Business, etc.
  • Receive; log and monitor requests related to IT matters in the Service Desk LANDesk system; resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be resolved to the IT Group of the Regional Office; monitor progress and resolution.
  • Provide support to missions from Regional Office, HQ, or internal missions within the Decentralized Office.

Network and Connectivity

  • Assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract
  • Maintain the office technology maps and architecture and technical specifications of the network infrastructure (LAN and WAN) updated
  • Ensure security of the network by following security policies and report problems as they are detected.

IT Equipment

  • Keep track of IT assets, and maintain the local office IT inventory list and regional assets record up-to-date, including the assignment of new equipment
  • Monitor IT equipment expiry dates on a monthly basis and take upgrading/replacing measures in time
  • In case of equipment to be granted to external organizations, follow the MS502 procedures and inform the ISD accordingly

Corporate and non-corporate software

  • Ensure that all the official equipment (desktop and laptop) in the office are updated in terms of the corporate policy and requirements
  • Follow appropriate procedures for clearance and/or informing on inadmissibility relating to the use of non-official equipment and/or non-corporate software
  • Ensure security and privacy of user identity (user credentials) and data managed by the user, following the relevant corporate policies.
Troubleshooting\:
  • Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD
  • Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate Service Management system;
Planning and Proactive Work
  • Support regional ISD by providing timely assistance in terms of the ABC categories (IT Management and Support matters)
  • Identify the future office needs relating to equipment, connectivity and moves
  • Perform a simulation of the Disaster and Incident recovery plan, reporting to the regional ISD about the planning, execution, lessons learned and proposed improvements

Weekly Reporting to IT Manager

  • Weekly report to the regional ISD on all IT services, Internet, emails, laptop/desktop systems; UPS backup time and maintenance log update; troubleshooting, errors and solutions; network/network printer troubleshooting; physical condition of IT equipment
Other tasks
  • Provide IT assistance to staff and visitors for organizational related issues;
  • Perform any other duty assigned by the regional ISD related with the IT Services;
CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING
Minimum Requirements
  • Secondary education with specialized formal training on ICT systems
  • At least 4 years of relevant work experience in ICT Support services
  • Fluent or advanced (Level C) English
  • Microsoft Certified Solutions Associate (MCSA) for Windows 10 (latest version) installation and configuration (only the exam MD-100 passed will be requested)
  • National of Trinidad or resident in the country with a regular work permit
FAO Core Competencies
  • Results Focus
  • Teamwork
  • Communication
  • Building Effective Relationships
  • Knowledge Sharing and Continuous Improvement
Technical/Functional Skills
  • Good communication skills
  • Team work
Selection Criteria
  • Relevant Microsoft and Apple certifications
  • Cisco CCNA certified
  • ITIL v3 certification
  • Knowledge of UN systems policies, rules and regulations
  • Service Desk client orientated environment
  • Experience in MS O365 platform support
  • Strong understanding of desktop and laptop hardware set-up and configuration

Please note that all candidates should adhere to FAO Values of Commitment to FAO, Respect for All and Integrity and Transparency.

This vacancy is now closed.
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