Information Technology Assistant
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Staff in the General Service category are recruited locally from the Primary Location area, which is where the office is located
FAO is committed to achieving workforce diversity in terms of gender and nationality
People with disabilities are protected from any type of discrimination during any stage of employment, including the recruitment phase
All applications will be treated with the strictest confidentiality
FAO's Subregional Office for SNE is responsible for developing, promoting, overseeing and implementing agreed strategies for addressing subregional food, agriculture and rural development priorities. It develops and maintains relations with subregion-wide institutions including Regional Economic Integration Organizations (REIOs). The Subregional Office is a subsidiary of FAO's Regional Office for SNE.
This position is located in FAO sub regional Office for North Africa based in Tunis, providing information technology support services to the users.
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 in line with established IT procedures and Service Level Agreements (SLAs).
The Information Technology Assistant reports to a senior professional staff 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 office’s IT priorities, in particular the meeting of timelines and the quality of support given to clients, and ensures learning opportunities.
The incumbent 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.
- Receive and log all requests from users relating to IT services in the Service Desk System;
- Provide first and second level support (see below) to resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be solved to more experienced 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/ office 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 divional/office 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/ office 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 Purchase Requisitions, Low Value Orders and Local Orders 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/offices’s work output. Actions reflect on the effective provision of the Organization's IT Service.
CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING
Education: Secondary School Education
Experience: Three years of relevant experience in IT-support work
Languages: Working knowledge (Level C) of English and either Arabic or French
- 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
- Results Focus
- Building Effective Relationships
- Knowledge Sharing and Continuous Improvement
- Good knowledge of IT governance policies and procedures
- Good problem solving skills related to IT issues
- UNDSS Information Security Awareness ' Foundational;
- Microsoft Certified Solutions Associate (MCSA) for Windows 10 (latest version) installation and configuration
DESIRABLE QUALIFICATIONS AND SKILLS
Evaluation of qualified applicants may include an assessment exercise and a technical / competency-based interview.
FAO staff are expected to adhere to FAO Values of Commitment to FAO,
Respect for All and Integrity and Transparency