Computer Information Technology Officer

The Regional Information Technology (IT) Officer is located in the Regional Computer Unit in the ILO Regional Office for Asia and the Pacific (ROAP), Bangkok. The Regional Computer Unit provides IT support to all ILO field offices in the region, including development cooperation project offices. The Regional IT Officer is responsible for the effective delivery of a comprehensive range of IT services in the region, covering the areas of IT networks, data communication systems, computer information and knowledge systems and office automation activities in the region. She/he ensures adherence to established IT rules, regulations, policies and procedures. The Officer oversees all IT-related matters in the region including technical support for the maintenance and development of the websites in the region as well as other online knowledge management systems. The position reports to the Chief of the Regional Administrative Services (C/RAS ROAP) and receives technical guidance from the Information and Technology Management Department (INFOTEC).

1. Oversee and provide professional technical support for the delivery and administration of all IT related matters in the region. This includes end user assistance, management of Active Directory (AD) objects, management of hardware and software life cycles, data organization and maintenance, LAN and WAN monitoring and support, and the application of IT security tools and standards.
2. Identify and assess regional IT requirements and priorities in consultation with the offices in the region, ROAP management and INFOTEC as well as provide support in establishing the IT work plan for the unit. Prepare related budgets for the supervisor’s approval. Monitor and report on the progress of the work plan and address implementation challenges.
3. Supervise and guide other IT staff, setting clear work objectives and providing regular feedback and knowledge sharing. Ensure that technical assistance and guidance are provided to all External Offices and multi-project sites in the region. Provide second level on-site or remote technical support for the resolution of major and complex IT issues.
4. Oversee the implementation of Office 365 with One Drive and Teams. Manage the implementation of Windows desktop operating system upgrades throughout the region. Analyse and resolve issues that arise or escalate identified issues to the appropriate work units and work with such units to find appropriate solutions.
5. Communicate and promote the necessity for all staff to observe the guidance in governance documents, standards and policies that refer to the use of IT resources. Keep abreast of changes. Monitor compliance, record and address occurrences of non-compliance, escalating to regional management when necessary.
6. Review and evaluate requests for ad-hoc applications development and local IT requirements from different offices and multi project sites, and determine appropriateness in consultation with INFOTEC.
7. Assess and analyse regional IT training needs to organize and develop related training programmes for the region’s IT focal points.
8. Monitor the efficiency and effectiveness of work methods and processes and make recommendations for improvements.
9. Provide IT support for the further development and maintenance of the websites in the region and other knowledge management information systems.
10. Provide support to office directors to procure local IT consultancy services as required. Ensure that requests for proposals (RfPs), including for Internet service providers, for each office are undertaken in a timely manner following established guidelines. Provide technical assistance for drafting terms of reference and evaluating offers.
11. Represent the work unit in interagency fora and meetings, prepare information notes on key issues and developments and follow up as required.
12. Perform other relevant duties as assigned.

These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:

1. Create, maintain, update, correct and improve complex solutions. Make recommendations on the acquisition of hardware and software required by the organization. Analyse and provide advice on the information needs of the organization.
2. Recommend standards and their adaptation in order to accommodate the evolution of technologies and the needs of users.
3. Plan, install, administer, maintain and provide user support for LAN and Internet connectivity for smooth operations and effective use of network and communications systems.
4. Resolve functional problems of networks within the organization and in the field. Diagnose user problems and take appropriate corrective action.
5. May lead small project teams consisting of support staff for the implementation of networking, desktop and server activities.
6. Design, write, test and document computer programs/scripts to meet the needs of users in the region, and revise existing programmes when needed. Ensure security measures are taken to protect confidentiality. Guide junior programmers as required.
7. Provide assistance to field offices in network-related matters.
8. Evaluate computer hardware and software products; establish their detailed usability and contribute to the preparation of requests for proposals.

First level university degree in computer science or other related field.

At least five years of professional experience in the IT field, including experience with network operating systems and e-mail systems. A minimum of two years systems administration experience with recent versions of Microsoft Active Directory, SCCM, Office 365 and Windows Server would be an advantage. Experience with ActiveSync devices such as Apple iPhone is necessary. Experience with Teams, SharePoint, web content management systems or other collaboration platforms would be an advantage. Previous relevant experience in the ILO or another international organization would be an asset.

Excellent command of English and a working knowledge of another official language (French, Spanish) of the Organization.

In addition to the ILO core competencies, this position requires:

• Strong analysis, design and implementation knowledge of Microsoft Windows infrastructure, group policies, and Active Directory administration.
• Knowledge of SCCM deployment, administration and silent deployments using PowerShell / VB Script.
• Solid understanding of the following Microsoft technologies (Windows 10, Office 365, SCCM, Teams and Skype for Business).
• Ability to communicate effectively both orally and in writing.
• Ability to analyse user requirements and translate them into specific deliverables.
• Ability to communicate needs and to ensure that plans are in place and standards are adhered to.
• Ability to present and explain technical information in a way that establishes rapport and gains understanding.
• Willing and able to provide cover or work out of normal office hours if needed.

Good knowledge of the following as applicable:
• Overall computer concepts.
• Hardware and software technologies.
• The Internet.
• E-mail systems.
• Servers.
• PC/server/network operating systems.
• Databases & information systems.
• Up-to-date knowledge of technological advancements, technical specifications and operating procedures in the area of work.
• Good knowledge of a similar computing environment to that of the ILO.
• Strong teamwork and interpersonal skills at all levels.
• Demonstrated ability to guide team members and to apply skills and techniques to solve dynamic problems.
• Strong client focus and ability to manage client expectations and create trusting relations.
• Ability to work in a multicultural environment and to demonstrate gender-sensitive and nondiscriminatory behaviour and attitudes.