Overview
The Senior ICT Associate (Digital Impact Empowerment) provides technical and operational support for digital platforms and network infrastructure to ensure continuity, sustainability, documentation, and capacity building for UNICEF Sudan Country Office and field offices.
Tasks Summary
- Provide Level 2 user support for digital solutions.
- Support data validation and follow-up on incorrect or missing data entries.
- Maintain documentation, system logs, service catalogues, training materials, and SharePoint structures.
- Assist in troubleshooting Power Apps, SharePoint lists, approval workflows and system logic.
- Ensure access control and permissions follow UNICEF governance standards.
- Support basic training sessions or orientation for new system users and field offices.
- Manage change logs, feature requests and user feedback trackers.
- Participate in testing and quality checks when new versions or lists are released.
- Support digital asset maintenance, archives, and service documentation in SharePoint or Wiki.
- Support the management and monitoring of Meraki network in the country office and all field offices.
- Provide day-to-day operational support to the on-prem data centers.
- Assist offices with the deployment of Meraki network appliances.
- Implement traffic shaping, content filtering, access control and Network Access policies.
- Assist offices with the deployment of the standard corporate WiFi solution.
- Support in establishing a Minimum Bandwidth for Business (MBB) for UNICEF Sudan offices.
- Assist the Digital Impact ICT officer in configuring and managing local internet service providers.
- Assist offices with the deployment of standard security policies for edge appliances.
- Assist offices with the configuration of standard connectivity protocols or services.
- Assist in day-to-day management and oversight of offices with managed VSATs.
- Monitor all sites health and status in country office & field offices.
- Establish and facilitate communications between country offices and local ISP, satellite vendors.
- Assist the DPSD ICT officer in developing contingency plans to address potential issues that may arise in network connectivity.
- Collaborate with other teams to ensure smooth internet connectivity.
- Provide level 2 day-to-day network-related technical support to country office and all field offices.
- Troubleshoot, solve, or escalate network incidents within SLA targets.
- Maintain the network equipment inventory, licenses, and services.
- Identify potential gaps in existing campus networks and suggest upgrades.
- Assist the Digital Impact officer to engage with the Digital Foundation Team workforce prior to migrations or releases.
- Manage and release various ICT items including the backup power banks and keep updated records.
- Maintain network related guidelines, Wiki, FAQs, knowledge articles and SharePoint sites.
- Support, organize and conduct webinars, training workshops and clinics to build internal capacity or to introduce new solutions and services.
- Guide Digital Impact section on procurement of network equipment by providing standard technical specifications and responding to requests for clarification.
Experience Requirements
- A minimum of 7 years of progressively responsible experience working with network infrastructure operations and administration is required.
- Experience in Meraki LAN, WiFi, and WAN implementations.
- Experience supporting users or branch offices in any network related field.
- Experience managing networks in multi-country organizations (private or public sector) is highly desirable.
Qualification Requirements
• University bachelor’s degree in computer science, Networking, Telecommunications, or a related field are desirable.
