MAIN DUTIES and RESPONSIBILITIES

Key functions, accountabilities and related duties or tasks include:

1. Provide first-line desktop support to users regarding hardware, software, and network/internet issues.
2. Attempts to resolve as many incident calls as possible or service requests on initial contact.
3. Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
4. Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay.
5. Provides basic training to end-users on using standard UNESCO systems and applications.
6. Logs all actions in the automated tracking system, including site survey information, steps taken to resolve or complete tasks, problems encountered, status, etc.
7. Escalates problems/tasks to the appropriate parties by established procedures.
8. Detects problem patterns and recommends solutions.
9. Keeps abreast of developments in technology in the UN and the industry in general.
10. Assists in performing software distribution updates, scripting, testing and support.
11. Assist the ICT Officer in exercising the ICT accountabilities in the country to maximize ICT efficiency and effectiveness and promote the use of ICTs to advance UNESCO’s mission.
12. Performs other related duties as required.

COMPETENCIES (Core / Managerial)

REQUIRED QUALIFICATIONS

Education

• Completed secondary education or Bachelor’s Degree of Computer Science or related fields.

Work Experience

• Minimum four (4) years of relevant experience (with secondary education), or minimum one (1) year of relevant experience (with Bachelor’s Degree) of full-time IT support is required.

Language

• Good communication in English is required.
• Excellent knowledge of Myanmar (spoken and written).

Skills and competencies

• Windows Server/Desktop, Linux.
• Network infrastructure and security.
• MS Office applications.
• Basic knowledge of Adobe Creative Cloud products.
• Fluent with audio-visual equipment.

DESIRABLE QUALIFICATIONS

Education

• Bachelor’s Degree in Computer Science or related fields.
• An advanced university degree is required in computer science, software engineering, information technology management, business administration, or another relevant technical field.
• Certification – MCSA: Windows and MCSE: Desktop Infrastructure or equivalent.

Work Experience

• Experience with online ticketing systems
• Experience with Microsoft Administrative Tools (Intune, SCCM, Active Directory, Print Management etc.)
• Experience with Microsoft Office 365 Products and their support
• Experience with International and High-Level Conference setup and support
• Experience with webinar conference setup and support is desirable.

Language

• Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish)