Overview
The ICT Associate will provide local ICT support for the Bonn office, ensuring timely and reliable technical assistance to personnel. The role focuses on helpdesk support, infrastructure maintenance, and user engagement in coordination with global ICT teams.
Key Responsibilities
- Provide first-contact resolution for ICT incidents via phone, chat, email, walk-in, or remote support.
- Investigate, diagnose, and resolve common hardware, software, and connectivity issues.
- Provide first-level support for corporate applications.
- Install and configure UN Women standard ICT hardware and software.
- Implement and maintain security measures, timely system updates and OS/application patches.
- Monitor the local network environment and troubleshoot basic connectivity issues.
- Maintain an inventory of all ICT assets in the Bonn office.
- Support local ICT procurement by providing technical specifications.
- Deliver training on standard computing and productivity tools.
- Contribute to team knowledge sharing and maintain the Knowledge Base.
- Support onboarding of new personnel.
- Document local procedures, workarounds, and frequently asked questions.
- Serve as the local ICT point of contact for the Bonn office.
- Liaise with other UN agencies and service providers on shared ICT services.
- Provide audiovisual conferencing support for onsite, offsite, virtual, and hybrid environments.
- Manage and maintain video conferencing facilities in the Bonn office.
Required Experience
- At least six years (or 3 years with a bachelor’s degree) progressively responsible experience in ICT helpdesk support, desktop administration, and end-user services, is required.
- Experience with Microsoft 365 end-user support is required.
- Experience with ITSM ticketing tools is required.
- Experience with basic network troubleshooting and local infrastructure support is required.
- Proven experience in ICT support and audiovisual conference across multiple platforms such as MS Teams and Zoom is required.
- Experience supporting in SharePoint and ERP systems is desirable.
- Experience working in a UN system organization or international organization is desirable.
Qualifications
- Completion of secondary education is required.
- Bachelor's degree in information technology or relevant equivalent field is an asset.
- Relevant IT certifications or professional training in Information Technology, Computer Science, or related fields (e.g., CompTIA, ITIL, Microsoft Certified Professional) are desirable.
