Technology Associate - Tenders Global
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Technology Associate

United Nations Children's Fund

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Job Description

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Description

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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 fulfil their potential.
Under the supervision and guidance of ICT Specialist, the incumbent will perform procedural and some specialized activities pertaining to UNICEF’s ICT systems, which include desktop administration and backend operations. Specialized activities typically pertain to the installation and routine configuration of ICT system components and user orientation. Procedural activities include all other processes that may not require the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as focal point for receipt and processing of user requests.

Summary of key functions/accountabilities:
General ICT / Office Support:
The incumbent will perform a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/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.
  • Creating and assigning work orders.
  • Maintaining and updating files (electronic and paper) and internal databases.
  • Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.
ICT Administration:
  • The incumbent will be accountable for specialized support pertaining to routine ICT activities requiring thorough understanding and application of 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 systems.
  • Providing user support/troubleshooting.
  • Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
  • Assisting in the generation of computer reports.
  • Providing on-the-job orientation for users in the use of ICT systems.
To qualify as an advocate for every child you will have the below requirement:

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. 
Work Experience:
  • A minimum of six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
  • A bachelor’s degree from a recognized academic institution in a relevant field may replace three years of related work experience. A master’s degree may replace additional two years.
  • 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 with IT hardware maintenance will be an asset
Language Proficiency:
  • Fluency in Arabic and English is required.

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