Information and Communications Technology (ICT) Assistant, GS5, FT, 22391, East Jerusalem, SOP

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, hope

UNICEF in the State of Palestine works to uphold the rights of children to access services and protection, from early childhood through adolescence. Our objective is to ensure that every child in the Gaza Strip and the West Bank, including East Jerusalem, irrespective of background or circumstance, has an equal chance to fulfil their potential. We are working for every child and young person in the State of Palestine.

How can you make a difference?

Under the supervision of the ICT Officer, the Information and Communications Technology (ICT) Assistant performs procedural and specialized activities pertaining to the implementation of ICT management systems and strategies, provides daily technical support to users of information management tools and technology infrastructure. The incumbent is responsible for review and advice on the use of innovative technologies that will enhance the CO’s ability to produce technological richer results. The ICT Asst promotes a client-oriented approach.

Summary of key functions/accountabilities:

General ICT /Office Customer Service Support:
ICT Assistant at this level perform a full range of procedural activities in support of ICT to ensure effective communications with client sections and efficient provision of support to other ICT staff. He/she contributes to the creation of digital transformation tools in collaboration with the Technology for Development Team (T4D) (SharePoint Portal, mobile apps, web application and SharePoint portal).
The ICT Assistant enlists the support and cooperation of client staff from across the office in the installation and maintenance/troubleshooting of ICT applications.

1. The ICT Assistant enlists the support and cooperation of client staff from across the office in the installation and maintenance/troubleshooting of ICT applications.
2. Proactively identifies from colleagues, users and user groups application requirements and proposes them to the concerned development entity (ICTD, outside vendors, etc.).
3. Provides training in new systems and applications, and monitors optimal utilization.
4. Assist in the coordination with external service providers, such as telephony providers, and consultants, ensuring delivery of ICT services for prompt resolution of service issues.
5. Assist with managing the lifecycle of ICT incidents assigned to him/her in service management tool.
6. Assist in conferencing with ICT and audiovisual equipment as and when requested.
7. Assist creating and assigning work orders.
8. Assist in the maintenance and updating files (electronic and paper) and internal databases.
9. Assist in the maintenance  of ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

Routine ICT administration:

ICT Assistant 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.

1. Provide support in developing functional specifications and identifies the need for new systems or re-engineering/enhancements of the existing systems or applications.
2. Supports the development, programming, testing, debugging and implementation of new applications and systems and customizing existing applications, in accordance with global policies and guidelines.
3. Provides second-level support to users on systems applications including assistance on technical issues, setting up user access security profiles, and other related user issues.
4. Providing support in the Installation and periodic checkup for hardware used in the office, ie: laptops / printers.
5. Assist in drafting technical documentation and manuals.
6. Support in assessing training needs, develops and presents structured and ad hoc training to users as required.
7. Assists in the management of specialized ICT projects, particularly in the area of development and implementation of new systems and applications.
8. Prepares periodic and ad hoc reports.
9. Provide support in Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
10. Assisting in routine operation and monitoring of server systems.
11. Assisting with extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
12. Support in performing backups of servers following standard backup procedures.
13. Assisting in the generation of computer reports.
14. Support with on-the-job orientation for users in the use of ICT system

ICT Risk Management Support

1. Actively support the ICT function in implementing modern ICT risk management techniques and procedures in alignment and compliance with corporate standards.
2. Assist in identifying system vulnerabilities and relevant security patches; prioritizing, evaluating, testing and applying third party patches, as per global policies and guidelines.

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

Education:

Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering or a bachelor’s degree from a recognized academic institution in a relevant field, such as Computer Science, Information Systems, Telecommunications, Engineering.

ITIL Foundation Certificate or equivalent customer support certification is an asset

Experience:

• minimum of five years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required,
• Experience in aiding 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, as needed is required.

Language requirement:

Fluency in English is required. Knowledge of the local language of the duty station is an asset

For every Child, you demonstrate…

UNICEF’s Core Values of Care, Respect, Integrity, Trust, Accountability and Sustainability (CRITAS) underpin everything we do and how we do it. Get acquainted with Our Values Charter: UNICEF Values

UNICEF competencies required for this post are…

(1) Builds and maintains partnerships(2) Demonstrates self-awareness and ethical awareness(3)Drive to achieve results for impact(4)Innovates and embraces change(5) Manages ambiguity and complexity(6)Thinks and acts strategically(7)Works collaboratively with others.

During the recruitment process, we test candidates following the competency framework. Familiarize yourself with our competency framework and its different levels: competency framework here.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.
We offer a wide range of benefits to our staff, including paid parental leave, breastfeeding breaks and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements.
UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF is committed to promote the protection and safeguarding of all children.

Remarks:

UNICEF’s active commitment towards diversity and inclusion is critical to deliver the best results for children. For this position, eligible and suitable female candidates are encouraged to apply.

UNICEF appointments are subject to medical clearance. Issuance of a visa by the host country of the duty station, which will be facilitated by UNICEF, is required for IP positions. Appointments are also subject to inoculation (vaccination) requirements, including against SARS-CoV-2 (Covid). Should you be selected for a position with UNICEF, you either must be inoculated as required or receive a medical exemption from the relevant department of the UN. Otherwise, the selection will be cancelled.

All selected candidates will undergo rigorous reference and background checks and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Government employees that are considered for employment with UNICEF are normally required to resign from their government before taking up an assignment with UNICEF. UNICEF reserves the right to withdraw an offer of appointment, without compensation, if a visa or medical clearance is not obtained, or necessary inoculation requirements are not met, within a reasonable period for any reason.

UNICEF only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

.