Overview
Undertake procedural and specialized activities pertaining to UNICEF’s ICT systems, including installation, configuration, and user support.
Key Responsibilities
- Providing first-level support including receiving, processing and logging service requests.
- Managing lifecycle of ICT incidents.
- Providing support in conferencing with ICT and audiovisual equipment.
- Ensuring new installations, moves, relocations of hardware.
- Maintaining and updating files and internal databases.
- Maintaining ICT inventory, manuals and other documentation.
- Installing/upgrading, configuring and maintaining systems, tools and equipment.
- Assisting in the testing and validation of emergency telecommunication equipment.
- Extracting data from databases and diagnosing errors.
- Assisting in the generation of reports.
- Providing on-the-job orientation for users in the use of ICT systems.
- Performing additional assignments as requested by the supervisor.
Required Experience
- A minimum of five years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
- 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.
- Good communication skill, both verbal and written.
- Able to work effectively in an international and multi-cultural environment, with sensitivity and respect for diversity.
Qualifications
- Completion of minimum Secondary Education is required supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
- Degree in Computer Science, Electrical and/or Electronic Engineering or in computer related subject is preferable.
- ITIL Foundation Certificate or equivalent customer support certification is an asset.
