- Country: Mekele, Ethiopia
- No of vacancies: N/A
- Salary: N/A
- Organization: UNDP
- Gender: Both
- Deadline: 2024-01-24
Under the guidance and direct supervision of the Operations Manager, the ICT Assistant provides ICT and administrative support services to the PSPO and provides daily technical support to users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.
The ICT Assistant works in close collaboration with the CO ICT team, Programme, Operations and projects teams in the CO and UNDP HQ staff to resolve ICT- related issues.
Support implementation of ICT management systems and strategies.
- Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the PSPO technology environment.
- Provide inputs to PSPO administrative business processes mapping and support implementation of internal Standard Operating Procedures (SOPs).
- Provide ICT support for key events and provide video/audio conferencing support for hybrid meetings.
- Provide ICT help desk support to colleagues in other agencies collocating with UNDP.
- Provide input to preparation of results-oriented workplans.
- Support the use of Quantum and other cloud-based services functionality for improved business results and improved client services.
Ensure effective functioning of the PSPO hardware and software packages.
- Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.
- Assistance in the installation of commercial and in-house developed software and related upgrades.
- Assistance in upgrading patch and anti-virus programmes on a timely basis.
- Support to users in backing up and restoring their files by assisting migration of data to the UNDP cloud, as well as in virus detection, removal, and prevention.
- Make sure hardware and software systems updated regularly
Assist in providing automation and digitalization support for both PSPO Operations and Programmes.
- Assist in the acquisition and installation of software and related updates.
- Assist the implementation of digitalization initiatives in the PSPO and work closely with Programme and operation team
- Provide technical training to the PSO team on different digital initiatives
Support network administration and other facilities.
- Monitor UNDP network infrastructure, network traffic, usage, and performance on a frequent and regular basis.
- Assist in cloud-based backup and restoration procedures for teams and user data.
- Provide support to users in malicious software detection, removal, and prevention.
- Respond to user needs and questions regarding network access, video conferencing and other facilities
- Assist in troubleshooting and monitoring of network problems.
- Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.
- Maintain the filing system ensuring safekeeping of confidential materials.
- Liaise with Internet Service Providers for Internet and related issues
- Troubleshooting and repairing malfunctioning ICT & electric equipment, appliances, and apparatus.
- Ensure the common premises ICT infrastructure and other facilities are managed and working properly.
Ensure knowledge building and knowledge sharing in the PSPO
- Participate and assist in the organization of training for the PSPO staff on ICT issues
- Provide sound contributions to knowledge networks and communities of practice. Work closely with other UN agencies sharing the common premises.
- Perform other duties within the functional profile as assigned and deemed necessary for the efficient functioning of the office.
Institutional Arrangement
Under the guidance and direct supervision of the Operations Manager, the ICT Assistant provides ICT and administrative support services to the PSPO and provides daily technical support to users of information management tools and technology infrastructure.
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 a 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
Business Management – Results-based Management: Ability to manage programmes and projects with a focus on improved performance and demonstrable results.
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 – Working with Evidence and Data: Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making.
Business Management – Digital Awareness and Literacy: Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.
Information Management & 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 is desirable. ITIL certification or similar is desirable.
Information Management & 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 & Technology – User Experience and Business Analyst: Capacity to translate efficiently user needs into IT requirements around human-centered design.
- Secondary education is required with formal training in IT systems, business software and/or web-based applications. Certifications in ITIL/hardware/software management/application and/or MCP are an asset.
- A university degree in Computer Science, Information Technology, Information Science, Electrical Engineering, Telecommunications, or an equivalent field will be given due consideration.
- Minimum of 5 years (with high school diploma) or 2 years (with bachelor’s degree) of relevant working experience in network administration, web design, providing technical support for hardware/software or cloud ERP environments, working with telecommunications facilities; and applying knowledge of database applications, web-based management systems, and cloud infrastructure solutions.
- Experience working with user-centered designs and conducting user research and testing is desirable.
- Experience in installing electrical appliances and managing facilities is desirable.
Language
- Fluency in the UN language of the duty station is required.
- Fluency in the national language of the duty station is required and fluency in local language Tigrigna is desirable.
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