Assistant IT Officer

Organizational Setting and Work Relationships

Under the technical supervision of IT Officer, Administrative Officer, or a Bureau IT Lead, the Assistant IT Officer implements the IT operational plan in a well-defined geographical area. The incumbent provides technical supervision and guidance to locally recruited staff and ensures that IT equipment is always fully operational. S/he receives technical support and guidance from their supervisor.

Internally, the incumbent liaises directly with own IT Service Delivery Team daily as well as with end users to clarify, analyse and resolve reported issues. S/he may also liaise with external service providers, as required, to resolve escalated infrastructure issues.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional, and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties

• Oversee daily Business-As-Usual operational IT matters, including incident, problem, change, service request, and asset management – following ITIL principles and DIST Standard Operating Procedures and guidelines.
• Participate in the assessment of operational and security infrastructure needs in each UNHCR office in the area of responsibility (AOR).
• Support the implementation of the IT operations plan and thereafter ensures that all equipment is always in good working conditions as to meet the IT needs of the office(s).
• Discuss infrastructure needs with the IT Officer and Head of office in the AOR and provide input for the budget submission.
• Monitor and coordinate the work of local IT staff as directed by the IT Officer or Head of Offices in accordance with the standards set by DIST/HQ.
• Maintain accurate inventory of all IT equipment for the AOR and ensure relevant Asset Management policies and guidelines are followed and the ITSM databases are up to date.
• Provide coaching and training to local IT staff and users. Draft procedures and instructions to promote a better understanding of the use of the IT equipment – using shared resources on the Intranet, when available.
• Participate in the assessment of security related projects in coordination with the Field Security Officer and assist in the formulation of recommendations on security communications.
• Promote relation with UNHCR implementing partners to enhance communication and avoid duplication of efforts.
• Provide accurate and timely information on operational status and reports to management,
• Liaise with Registration and Information Management colleagues to ensure their IT needs are met.
• Liaise with the National Regulatory Authority to ensure that licenses and permissions required to operate UNHCR telecommunications networks are granted.
• Actively participate in IT related meetings to ensure that all decisions taken meet UNHCR’s operational and security requirements.
• Liaise directly with end users to clarify, analyse, and resolve reported issues, delivering high standards of customer service.
• Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
• Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level

• For P1/NOA – 1 year relevant experience with Undergraduate degree; or no experience with Graduate degree; or no experience with Doctorate degree

Field(s) of Education

• Information Technology or other relevant field.

Certificates and/or Licenses

• ITIL Certification
• (Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience

Essential

• Hands on experience working with current versions of IT products and services used in UNHCR offices – including a good understanding of network and telephony infrastructure; MS Office productivity software (Windows, Office 365); and Cloud collaboration services (MS Teams, SharePoint, etc.). Experience working with external managed service providers for IT infrastructure maintenance and support.

Desirable

• For offices with satellite connectivity: experience in VSAT technologies. For offices with Security Comms (Radio room); experience in HF/VHF radio technologies. Practical experience working in the deep field.

Language Requirements 

• For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
• For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
• For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

Source: https://unhcr.wd3.myworkdayjobs.com/en-US/External/job/Mexico-City-Mexico/Assistant-IT-Officer_JR2445782