ICT Associate

How can you make a difference?? 

General ICT / Office Support:

• ICT Associates at this level perform a full range of procedural activities in support of ICT to ensure effective communications with client offices and efficient provision of support to other ICT staff.

Activities include:

• Providing first-level support that includes receiving, processing and logging service requests.
• Managing lifecycle of ICT incidents assigned to him/her in service management tool.
• Providing support in conferencing with ICT and audiovisual equipment as and when requested. This may require the incumbent to lift, move, mount, or store equipment.
• Creating and assigning work orders.
• Maintaining and updating files (electronic and paper) and internal databases.
• Maintaining ICT inventory, manuals and other documentation.
• Coordinating with external service providers and vendors to ensure timely resolution of ICT issues and procurement of ICT equipment.

ICT Administration:

• ICT Associates are accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of server, operating system, hardware and software documentation and functionality.

Activities include:

• Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
• Assisting in routine operation and monitoring of server systems.
• Providing second-level user support/troubleshooting.
• Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
• Performing backups of servers following standard backup procedures.
• Assisting in the generation of computer reports.
• Providing on-the-job orientation for users in the use of ICT systems.
• Ensuring cybersecurity measures and protocols are followed and assisting in the management of security incidents.

Digital Workplace Support

Activities include:

• Configure and manage SharePoint sites and OneDrive for Business.
• Ensure proper permissions and access controls to protect sensitive information.
• Provide user support and training for effective document sharing and collaboration.
• Manage settings and configurations for Microsoft Teams, including creation of teams and channels.
• Support and troubleshoot issues related to Teams, Outlook, and other communication tools.
• Promote and facilitate the adoption of digital tools and platforms to enhance productivity and collaboration.

To qualify as an advocate for every child you will have…

Minimum requirements:

Education:

• Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
• ITIL Foundation Certificate or equivalent customer support certification is an asset.
• Microsoft 365 Certifications such as (Fundamental, Modern Desktop Adim, teamwork Admin) would be an asset.

Work Experience:

• A minimum of six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
• Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.
• Practical experience in providing technical and business Customer Support and Services is required.
• Practical experience and working knowledge of various computer platforms and applications is required.
• Experience in managing IT projects and coordinating with cross-functional teams.

Skills

• Good knowledge of UNICEF’s ICT regulations, rules and procedures as well as systems and applications.
• Good working knowledge of computer information systems, including micro-computer operating systems software (e.g. Windows), hardware and applications software and other office technology equipment.
• Ability to understand data and effectively use office technology systems for its input and extraction.
• Proficiency in Microsoft 365 administration (including user management, SharePoint, OneDrive, Teams, and Outlook).
• Takes responsibility to respond to service needs promptly and proactively.
• Demonstrates a high degree of integrity, reliability, and honours matter of confidentiality.
• Ability to handle work quickly and accurately under time constraints.
• Troubleshooting and problem-solving skills.
• Demonstrates courtesy, tact, patience and ability to work effectively with people of different national and cultural backgrounds.
• Developing country work experience and/or familiarity with emergency.
• Knowledge of ITIL processes and best practices in IT service management is an asset.
• Language Requirements: Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

Source: https://jobs.unicef.org/cw/en-us/job/575633