ICT Assistant

The ICT Assistant provides daily operational and technical support to Information and Communication Technology systems, network infrastructure, and helpdesk services to users to ensure reliable office functioning. The role supports data analysis initiatives, inventory management, and knowledge sharing practices to aid team decision-making.

Responsibilities

• Provide first-level ICT support by phone and remote tools such as TeamViewer, AnyDesk etc. for all COFRB office users, using helpdesk tools to track and control requests.
• Support configuration, monitoring, maintenance and troubleshooting of local network and communication devices, in close coordination with Headquarters (HQ) and regional office as appropriate.
• Support planning, monitoring and recording backup of all internal servers and storage systems, providing recovery support when requested.
• Assist in development and implementation of local Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP), in close coordination with HQ and regional office to ensure continuity of operations in emergencies.
• Support all ICT procurement requests and liaise with HQ to ensure all ICT service requests and software/hardware acquisitions align with UN standards, advising on Technical Advice, Technical Clearance or standardization initiatives as applicable.
• Review relevant documents and reports.
• Assist in data search and analysis.
• Support development and maintenance of documentation and filing systems.
• Respond to user ICT needs and queries.
• Support monitoring and maintenance of specific technical functions including overall hardware performance and corresponding support.
• Assist in ICT support services both locally and remotely.
• Assist in ICT inventory management in close coordination with General Services or Inventory Unit.
• Maintain and support organization of ICT equipment, inventory and stock of IT supplies and spare parts according to UN policies and procedures including allocation, delivery, storage, transfer, return and project or office tracking.
• Assist in preparation and maintenance of documentation related to movement, disposal, donation and other authorized disposal of ICT assets.
• Collaborate with HQ ICT staff as needed and regularly participate in meetings with HQ to exchange information, receive technical guidance, follow up on ICT matters and support implementation of established ICT procedures and solutions.
• Support more experienced professionals in process improvement mechanisms.
• Assist on how data can be used to improve decision-making within the relevant knowledge area.
• Contribute to seeking approaches and methods leading to development of innovative data products.
• Actively participate in training and capacity-building initiatives related to data science and data analysis for staff.
• Contribute to knowledge networks and Communities of Practice (CoPs).

Requirements

• High school diploma (or equivalent) with 4 years of relevant experience in Information Technology or related fields; OR Bachelor's degree (or equivalent) in Information Technology, Computer Networks, Network Administration, Computer Science, Systems Engineering, Informatics or related discipline with 0 years of relevant experience.
• Professional certification in Information Technology recognized nationally or internationally, such as ITIL, Microsoft, Cisco, CompTIA, cybersecurity or related area is desirable.
• Training or certification related to data analysis, data management or information systems is desirable.
• Relevant experience providing operational support in information technology and/or telecommunications and systems, preferably in an international environment.
• Experience providing first-level technical support for hardware, software, connectivity and common user issues.
• Demonstrable proficiency in collaboration and productivity tools (e.g., MS Office, Microsoft 365, SharePoint, Teams, Outlook etc.) and web-based management systems.
• Experience providing routine ICT support to end users both locally and remotely.
• Experience maintaining records, inventories, documentation and/or information related to ICT services.
• Knowledge of network environments (LAN, WAN, Wi-Fi, VPN) and information security practices.
• Experience supporting troubleshooting of routine hardware, software, connectivity and other common ICT issues.
• Experience working in multicultural environments or within the United Nations system or other international organizations in developing country contexts is desirable.
• Experience supporting ICT operations in development, project-based or humanitarian environments is desirable.
• Experience in ICT asset management and inventory and stock control is desirable.
• Experience supporting organization, allocation, delivery, storage, transfer, return and other authorized disposal of ICT assets is desirable.
• Experience providing ICT support in a multi-user office environment is desirable.
• Experience with ERP systems or web-based administrative management systems including Umoja is desirable.
• Experience supporting virtual collaboration, audiovisual or teleconference tools is desirable.
• Familiarity with data organization, reporting and basic analysis for operational purposes.

Skills

• Information Technology Support
• Network Administration
• Technical Support
• Hardware troubleshooting
• System Troubleshooting
• Connectivity Troubleshooting
• Data Analysis
• Data Management
• Computer Information Systems
• ICT asset management
• Inventory Management
• ICT Operational Support
• Helpdesk Services
• Collaboration Tools
• MS Office 365
• SharePoint Development
• Teams
• Outlook
• Web-based Management Systems
• ERP Systems
• Umoja
• Audiovisual Tools
• Teleconference Tools
• Network Environments
• Information Security Practices

Languages

Portuguese, English, Spanish