Overview
Performs procedural activities in support of ICT to ensure effective communication and efficient provision of support to ICT staff. Provides first-level support, manages ICT incidents, and supports ICT and audiovisual equipment.
Tasks Summary
- Providing first-level support including receiving, processing, and logging service requests.
- Managing the lifecycle of ICT incidents.
- Providing support in conferencing with ICT and audiovisual equipment.
- Creating and assigning work orders.
- Maintaining and updating files and internal databases.
- Maintaining ICT inventory, manuals, and documentation.
- Maintaining mission-critical assets related to connectivity, firewall, software, and hardware updates.
- Providing inputs to emergency data telecoms preparedness and ICT-DR simulation testing.
- Installing/upgrading, configuring, 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 and diagnosing/correcting errors.
- Performing backups of servers.
- Assisting in the generation of computer reports.
- Providing on-the-job orientation for users.
- Providing direct support during cybersecurity incidents.
- Identifying sensitive or regulated data and supporting access controls.
- Participating in routine reviews of digital access permissions.
- Supporting cybersecurity awareness by monitoring training completion rates.
- Liaising with regional cybersecurity focal points and global cybersecurity SMEs.
- Reinforcing good cybersecurity habits during ICT support interactions.
- Supporting specialized ICT projects, focusing on new systems and applications.
- Assisting in the development and execution of complex ICT projects.
- Developing specifications and ensuring system security.
- Providing guidance and training to junior staff.
Experience Requirements
- At least 6 years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving.
- Solid knowledge of ICT infrastructure, including end-user hardware, operating systems, enterprise software, network environments, and common office technologies, with the ability to troubleshoot user-level technical issues.
- Experience in drafting clear technical and process documentation, deliver user orientations and system trainings, and translate technical concepts into user-friendly guidance.
- Experience in monitoring system usage and performance trends, supporting issue resolution with ICT teams, and providing conferencing and audio-visual (AV) equipment support for meetings and events.
- Experience working in an international organization, NGO, or UN system environment (desirable).
- Experience providing hybrid meeting and virtual conferencing support (desirable).
Qualification Requirements
- Completion of Secondary education is required.
- Professional and/or university courses related to the field of work are highly desirable.
- A bachelor’s degree from a recognized academic institution in a field relevant to the position may replace three years of related work experience.
- A master’s degree may replace an additional two years.
