ICT Support Associate

Under the guidance and direct supervision of the Operations Manager or ICT Specialist/Analyst, the ICT Support Associate provides ICT services, implements ICT management systems and strategies, provides daily technical support to users of information management tools and technology infrastructure. The ICT Support Associate promotes a client-oriented approach.

• Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment.
• Participation in development and implementation of ICT annual plan and Standard Operating Procedures in ICT services.
• Provision of support to the use of Quantum (UNDP’s implementation of ERP) functionality for improved business results and improved client services
• Provision of support to the implementation of digital initiatives from UNDP HQ ICT teams.

2.) Ensures efficient hardware, software, and networks administration, focusing on achievement of the following results:

• Effective functioning (installation, operation and maintenance) of all UNDP hardware equipment and acquisition of hardware supplies.
• Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
• Installation of operating systems and commercial and in-house developed software, related upgrades on a timely basis.
• Monitoring of the network connection daily to ensure a stable and responsive network environment.
• Use NMS tools to monitor network related incidents and troubleshoot issues or escalate for a higher-level support. Ensure that the UNDP desktop and network resources are protected from malicious attacks and deploy countermeasures in the event of the attacks.
• Provision of timely response to user issues, needs and questions regarding network access.
• Maintenance of up-to-date parameters of information for the network clients and electronic mail.
• Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups.
• Maintenance of measures in place for business continuity and disaster recover processes and procedures including backup and restoration of both server and local storage facilities.
• Networks administration support to other UN agencies or other tenants as required and preparation of bills for cost recovery for the service provided. 

3.) Provides web management services, focusing on achievement of the following results:

• Support to the maintenance of the CO websites and Intranet.
• Troubleshooting and monitoring of websites for UNDP and other UN agencies upon request and preparation of bills for cost recovery for the service provided.

4.) Provides administrative support, focusing on achievement of the following results:

• Provision of advice on best practices and standards in the procurement of ICT products and services by preparing technical specifications for both local and international markets, evaluate RFP’s and/or technical offers.  
• Maintenance of an up-to-date inventory of the software and hardware.
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Administration and Procurement Teams.
• Maintenance of a library of ICT related reference materials
• Provision of ICT support to key events.
• Perform cost recovery for ICT services provision to UN agencies and other tenants.

5.) Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on achievement of the following results:

• Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, and information provision.
• Participation in the organization of training for the CO staff on ICT issues.
• Maintenance of staff training profiles.
• Synthesis of lessons learned and best practices in ICT.
• Sound contributions to knowledge networks and communities of practice.
• User advise on proper use of ICT products and services

Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline.

Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements.

Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback.

Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible.

Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident.

Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.

Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.

Cross-Functional & Technical competencies

Information Management and Technology-IT Customer Support: Ability to support customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Information Management and Technology-Network, Communication and Infrastructure Management : Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

Information Management and Technology-IT Service Delivery & Operations: Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable

Information Management and Technology-IT Continuity and Disaster Recovery- Ability to advise on IT continuity and disaster recovery. Knowledge of ISO 22301 an asset.

Business Direction & Strategy-System Thinking: Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system.

Business Management-Customer Satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients' immediate requests, Ability to anticipate client's upcoming needs and concerns.

Business Management-Evaluation: Ability to make an independent judgement based on set criteria and benchmarks – Ability to anticipate client’s needs and concerns.

• Secondary education with relevant certifications in hardware and software management and application (Microsoft Certification, Cisco Certification).
• University Degree in Computer Science desirable, and other related field.
• Cisco Certified Network Administrator (CCNA) and Microsoft Certified Professional (MCP) desirable.

• 6 years of relevant working experience with secondary education, or 3 years relevant experience with Bachler degree including network administration, management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications.

Language

• Fluency in the UN and national language of the duty station.