Overview

The ICT Assistant is responsible for supporting the ICT infrastructure and services in the Guatemala office, ensuring quality, efficiency, and availability. The role provides high-quality, proactive, and agile technical support (helpdesk), ensures information security, and supports the implementation and evaluation of HQ ICT projects.

Tasks Summary

• Assist in resolving ICT issues quickly and effectively.
• Support the maintenance of security measures to protect ICT systems and data.
• Provide high-quality, proactive, and agile technical support to users.
• Respond to technical support requests promptly and efficiently.
• Document technical support requests and resolutions.
• Escalate complex ICT issues to senior ICT staff or external vendors.
• Train users on the use of ICT systems and applications.
• Provide support to ensure information security at all times.
• Support the implementation and maintenance of security policies and procedures.
• Monitor ICT systems for security vulnerabilities and threats.
• Promote security awareness among users.
• Provide remote support to other offices within the OMP that do not have an ICT Focal Point.
• Troubleshoot and resolve ICT issues remotely.
• Provide remote training and support to users in other offices.
• Collaborate with ICT staff in other offices.

Experience Requirements

• Minimum 4 years of relevant experience in ICT infrastructure management, technical support (helpdesk), and information security.
• Experience with Windows operating systems, network management, and security applications such as antivirus and firewall rules.
• At least 1 year of experience in providing remote support to users.
• Experience working in a UN organization or international development environment (desirable).
• Experience with cloud information technologies (desirable).

Qualification Requirements

• Required: Diversified level diploma with relevant ICT certifications plus 4 years of relevant experience.
• Desirable: University degree at Bachelor's level in Computer Science, Information Technology, or a related field.
• ITIL Certification.