Background and Organizational Context

Heavy rains and a combination of riverine, urban, and flash flooding led to an unprecedented climate-induced disaster in Pakistan since June 2022, causing widespread fatalities and damaging and destroying public and private infrastructure across the country. Rain-induced landslides and floods also damaged agricultural land and forests, impacting local ecosystems. Around 33 million people were affected by the heavy rains and floods according to Government estimates, including nearly 8 million people who were displaced.

OCHA has been scaling up its operations since then focusing on its key functions of coordination, information management, resource mobilization, and advocacy. Accordingly, UNOCHA Administration requires increased capacity and has opened the position of Information Technology Associate, GS-6, to strengthen IT support to staff at capital and sub-office levels.

Under the overall guidance of the OCHA Pakistan Head of Administrative Unit., the Information Technology Associate will be responsible for all listed IT matters.

Position Purpose

Under the guidance and direct supervision of the OCHA Pakistan Head of Administrative Unit, the Information Technology Associate provides ICT services, implements ICT management systems and strategies, and provides daily technical support to users of information management tools and technology infrastructure. The Information Technology Associate promotes a client-oriented approach.

Key Duties and Accountabilities

1. Provides support to the desktop administration and configuration focusing on the achievement of the following results:

• Occasionally supervises a team of staff for specific projects.

•      Monitors all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly.

•      Performs software distribution updates, scripting, testing and support.

•      Performs research into new versions of centrally supported software and perform beta testing, production rollout and postproduction support.

•      Performs 2nd level desktop troubleshooting in conjunction with the Help Desk.

•      Provides technical advice to clients when necessary.

•      Provides guidance and training to new/junior staff.

•      Prepares, maintains, and updates files (electronic and paper) and internal databases.

•            Drafts documentation and reports.

2. Provides support in the Server Operations and Administration on achievement

• Installs, configures, tests and deploys server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Lotus Notes, Citrix, Database systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, mail relay, and various security software.

•      Performs administration, operation, technical support, and monitoring of server systems.

•      Undertakes troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures.

•      Liaises with other groups of ITSD and the user Departments for maintaining the efficient and reliable operations of server systems.

•      Performs 24×7 operations of assigned systems.

• Assists in identifying the need for new systems or re-engineering of the existing systems.

•      Responds to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards

•      Implements backups of servers following standard backup procedures.

•      Collects various statistics on the performance and reliability of server systems, and produces pertinent reports.

•            Maintains the documentation of server systems, pertinent to operations and system administration.

3. Provides support in the Service Installation focusing on achievementof the following results;

• Receives and logs problem calls or service requests in the automated tracking system with minimum delay.

•      Attempts to resolve as many problem calls or service requests on initial contact.

•      Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.

•      Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay.

•      Provides basic training to end-users on the use of standard systems and applications;

•      Drafts end-user and/or technical documentation.

•      Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc.

•      Escalates problems/tasks to the appropriate parties in accordance with established procedure.

•      Detects problem patterns and recommends solutions.

•            Keeps abreast of developments in technology both in the UN and in the industry in general;

4.  Procurement and logistics

Enters assets and asset transactions into the automated inventory management system in accordance with established procedure.

•      Obeys and enforces all security procedures.

•      Troubleshoots, cleans, and repairs/rebuilds equipment.

•      Performs more complex hardware and software configuration tasks such as creating standard images.

•      Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;

•      Prepares and releases equipment for service requests.

•      Liaises with other areas of ITSD, focal points, and staff of the Permanent Missions.

•      Monitors inventory levels and initiates procurement when low thresholds are reached.

•      Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work.

•      Occasionally supervises a team of logistics staff for special projects.

5. Service Coordination

• Receives and logs service requests in the automated request management system.

•      Creates and assigns work orders in accordance with established procedure.

•      Liaises with other areas of ITSD to facilitate completion of service requests.

•      Provides advice to clients regarding ITSD standards and workflow processes.

•      Performs quality assurance procedures to ensure client satisfaction.

•      Addresses escalated problems and monitor to resolution.

•      Detects problem patterns and recommend solutions.

•     Keeps abreast of latest ITSD standards and technology.

Requirements:

Education

High School education (Intermediate) or bachelor’s degree in computer science or information technology

Experience, Knowledge, and Skills

• Minimum of 6 years (with high school education or 3 years (with bachelor’s degree) of relevant working experience in Computer Science or information technology
• Experience in Network administration and operations, web design
• Experience in providing technical support for hardware/software or Cloud ERP environments is desirable.
• Experience of working with telecommunications facilities; and applying knowledge of database applications, web-based management systems and cloud infrastructure solutions.
• Relevant experience in the usage of Sat-phones and VHF radios is an advantage.
• Demonstrated experience in Microsoft AZURE is an advantage.
• Experience in handling web-based management systems, including management of Share-point architecture is an advantage.
• Relevantcertificates and professional experience in Umoja or other UN ERP system is an advantage.
• Relevant experience within the UN system is desirable.

Language Requirements

• Fluency in written and spoken EnglishLanguage is required.
• Fluency in written and spoken Urdu language is required.

Expected Demonstration of Competencies

Core 

Achieve Results : LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline. 

Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements. 

Learn Continuously : LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback. 

Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible. 
Act with Determination : LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident.

Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.

Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.
Cross-Functional & Technical competencies 

Business Management: 

Results-based Management: Ability to manage programmes and projects with a focus on improved performance and demonstrable results.

Customer Satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients’ immediate requests, Ability to anticipate client’s upcoming needs and concerns.

Working with Evidence and Data: Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making.

Digital Awareness and Literacy: Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.

Information Management and Technology: 

IT Customer Support: Ability to support customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Network, Communication, and Infrastructure Management: Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

User Experience and Business Analyst: Capacity to translate efficiently user needs into IT requirements around human-centered design.

Disclaimer

Non-discrimination
UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.
UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

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