Overview
Provides ICT services and support for the management of ICT systems, including daily technical support to users of information management tools and technology infrastructure.
Key Responsibilities
- Managing day-to-day ICT operations and support services.
- Coordinating the resolution of complex technical incidents, service requests, and escalations.
- Providing advanced technical support for hardware, software, network, and enterprise systems issues.
- Acting as the second-level escalation point for critical ICT incidents and service disruptions.
- Supporting business continuity, disaster recovery, and operational resilience activities.
- Driving continual service improvement initiatives.
- Building productive relationships with stakeholders and maintaining a strong client-oriented service culture.
- Conducting user awareness sessions and promoting the adoption of digital tools and technology solutions.
- Developing and maintaining technical documentation, knowledge base articles, and user guides.
- Coaching and mentoring junior ICT personnel and fostering knowledge sharing within the team.
- Monitoring service performance and identifying opportunities to improve operational efficiency and user experience.
- Administration and monitoring of LAN, WAN, wireless networks, internet connectivity, VPN, and related infrastructure.
- Managing network security, performance optimization, and capacity planning.
- Supporting server infrastructure, endpoint management, identity management, and collaboration platforms.
- Supporting installation, configuration, maintenance, and lifecycle management of ICT hardware and software.
- Ensuring implementation of security patches, firmware updates, antivirus solutions, and vulnerability remediation.
- Supporting cloud-based and hybrid infrastructure services.
- Monitoring network performance and recommending improvements to enhance reliability and stability.
- Operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access.
- Ensure that the desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks.
- Implementation of backup and restoration procedures for local drives.
- Maintenance of backup logs.
- Organization of off-site storage of backups; Maintenance of measures in place for business continuity and disaster recovery processes and procedures including backup and restoration of both server and local storage facilities.
- Designing, developing, and maintaining business process automation solutions using Microsoft Power Automate.
- Developing Power Apps applications to streamline manual and repetitive processes.
- Integrating business systems and workflows to improve operational effectiveness.
- Identifying opportunities for automation and digital transformation across functional units.
- Supporting workflow redesign and process optimization initiatives.
- Creating dashboards, reports, and analytical tools using Microsoft Power Platform and related technologies.
- Developing proof-of-concepts and innovative technology solutions aligned with business needs.
- Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision;
- Sharing expertise on emerging technologies and automation solutions.
- Facilitating skills development initiatives within the ICT function.
- Supporting cross-functional projects and organizational transformation initiatives.
Required Experience
Minimum 6 years (with Secondary Education) or 3 years (with Bachelor´s degree) of working experience in network administration and use of hardware/software, telecommunications facilities; Experience in the usage of computers and office software packages (MS Word, Excel, etc.); System software and network administration, use of hardware/software, telecommunications facilities, video conferencing systems, usage and support of desktop productivity suites, mainly Microsoft 365, SharePoint, OneDrive, Teams, Yammer, Planner, knowledge of database packages. Experience managing ICT projects and digital transformation initiatives is desired. Experience coordinating small technical teams or multidisciplinary teams is desired. Knowledge of ITIL service management practices is desired. Experience with cloud platforms such as Microsoft Azure is desired. Experience with data visualization and reporting platforms such as Power BI is desired. Experience in web design and/or web-based management systems is an advantage. Knowledge and experience of SharePoint Online administration and development of automated process flows in Power Automate or of AI-enabled productivity and automation tools is desired. Experience working in international organizations or shared service environments is desired. Experience from previous UN assignments, multilateral and bi-lateral aid organizations, and/or private sector would be an asset.
Qualifications
Secondary education is required. University degree (Bachelor´s degree) in Computer Science or related field will be given due consideration, but is not a requirement. Any of the following certificates are desired: Microsoft Certified Professional (MCP) Microsoft Certified: Power Platform Functional Consultant Associate Microsoft Certified: Power Platform App Maker Associate Microsoft 365 Certified: Fundamentals Microsoft Certified Systems Engineer (MCSE) Microsoft Azure Fundamentals (AZ-900) Cisco Certified Network Associate (CCNA) Cisco Certified Network Professional (CCNP) Cisco Certified Network Engineer (CCNE), ITIL Foundation Certification/ITIL Fundamentals
