ICT Assistant

UNDP’s Regional Centre for Europe and the CIS is UNDP`s advisory hub for the Europe and CIS region tasked with the responsibility to provide policy and programmatic support to UNDP´s development activities in the region. Throughout UNDP´s focus areas, it works towards increasing the impact of UNDP´s activities in the region by assisting Country Offices in development of country-level initiatives through advisory services and technical support and by implementing regional-level projects in partnership with a wide range of partners supported to a global network of expertise. Under the leadership of the Director, the RBEC Regional Centre employs a multi-disciplinary team of specialists and advisors, project managers, operations and programme support staff. 

The ICT team plays a crucial role in the IRH as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The team drives UNDP’s digital transformation efforts in the IRH to better enable, leverage and deploy technology solutions that help the implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and beneficiaries.

Under the guidance and direct supervision of the ICT Specialist, the ICT Assistant provides ICT support services and daily technical support to the Istanbul Regional Hub (IRH) staff and other users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.

Duties and Responsibilities

• Under the guidance and direct supervision of the ICT Specialist, the ICT Assistant provides ICT and administrative support services to the ICT unit 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 Programme, Operations and projects teams in the IRH and UNDP Agencies’ staff to resolve ICT- related issues.
• UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams to enhance and enable horizontal collaboration.

Provides general IT user support to clients by:

• Continuously assisting users with IT issues
• Maintaining computers, servers, printers and other devices in good working status
• Monitoring full compliance of IT systems and procedures with UN/UNDP rules and regulations on IT operations
• Regular updates of user hardware and software

Support effective functioning of the IRH hardware and software packages, focusing on the achievement of the following results:

• Assisting in the effective functioning (installation, operation and maintenance) of all UNDP IT systems.
• Monitoring the use of ICT resources and ensuring they are used in line with UNDP policies.
• Assisting in the procurement of IT equipment, software and services.
• Supporting the development of internal automation tools for efficient IT systems management.
• Providing technical support and making minor repairs of hardware and software components of ICT infrastructure and user equipment.
• Providing technical support during videoconferences and events.
• Assisting with the software updates at user computers and servers, firmware updates.
• Assisting in the installation and maintenance of office ICT infrastructure components in local and remote offices, projects and partner agencies.

Supports networks administration, focusing on achievement of the following results:

• Continuous monitoring of the network resources to ensure a stable and responsive network environment.
• Troubleshooting and monitoring of network problems.
• Monitoring that ICT resources are protected from unauthorized access.
• Monitoring that the UNDP user equipment and network resources are protected from malicious software and viruses.
• Responding to user requests regarding network access and ICT resources.
• Performing data backup and restore for users and servers, keeping backup logs, protecting data backups in off-site storage.
• Monitoring ICT infrastructure robustness and redundancy for Business Continuity.
• Participation in development and implementation of Disaster Recover Planning (DRP)
• Providing networks administration support to remote offices and partner UN agencies as required.

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

• Maintenance of an up-to-date inventory of software and hardware assets
• Maintenance and update of ICT documentation
• Technical review of quotations and bids
• Assisting the hiring process of ICT related staff or consultants
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit
• Assisting the research and retrieval of data from internal and external sources; preparation of statistical data, tables and reports as required
• Provision of ICT support to events, workshops, trainings, etc.

Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the IRH technology environment
• Support to the use of ERP systems functionality for improved business results and improved client services
• Provision of inputs to the IRH administrative business processes mapping and implementation of the internal standard operating procedures (SOPs)
• Finding, suggesting, and implementing solutions for different work-related problems
• Finding, suggesting and implementing solutions to increase work efficiency of IT team as well as other units/teams.
• Provision of inputs to preparation of results-oriented workplans.

Ensures facilitation of knowledge building and knowledge sharing in the RSC, focusing on achievement of the following results:

• Participation and assistance in the organization of training for the IRH staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice
• Active participation on corporate IT social networks
• The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

 Required Skills and Experience

Education:

• 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 Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.

Experience:

• Minimum of 5 years (with high school diploma) or 2 years (with bachelor’s degree) of relevant working experience in IT user support, 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.
• ICT Certifications such as Cisco, Microsoft and Object-Oriented programming are assets.
• Previous experience with the following is an asset:
• Microsoft Windows Servers
• Windows based operating systems
• Apple OS and mobile phone platforms
• Microsoft Office applications
• SharePoint services
• Cisco routers and firewalls
• Open source applications
• Other commercial software
• VoIP applications
• Previous experience with the UN or its agencies is an asset.

Language:

• Fluency in English and Turkish is required.
• Knowledge of Russian or other languages spoken in Europe and the CIS region would be an asset.

Source: https://estm.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/requisitions/job/15739