IT Operations Associate

The IT Operations Associate supports the delivery, maintenance, and optimization of LAN and WAN infrastructure and voice/data connectivity services at the WFP Country Office in Juba. The role ensures reliable, secure, and high-performance network services to enable business operations and emergency response activities.

Responsibilities

• Support the installation, configuration, and maintenance of LAN/WAN infrastructure at the Country Office, ensuring reliable, secure, and high-performing network services in line with corporate standards.
• Monitor, troubleshoot, and resolve network connectivity issues across switching, routing, and wireless environments, ensuring minimal downtime and continuity of business operations.
• Assist in the deployment, configuration, and ongoing support of WAN and SDWAN solutions to enhance connectivity resilience, optimize bandwidth usage, and improve overall network performance.
• Maintain and support internet connectivity services, including primary and backup links, while coordinating with service providers to resolve outages and performance issues in a timely manner.
• Configure and manage IP addressing schemes, VLANs, and network segmentation to support efficient, secure, and scalable network operations.
• Support the implementation and administration of voice systems, including PBX and IVR solutions, ensuring reliable telephony services, proper call routing, and user provisioning.
• Assist in the configuration and management of network security infrastructure, including Fortigate firewalls and VPN access, ensuring compliance with WFP IT security policies and standards.
• Provide second-level technical support for network and connectivity-related incidents and service requests, ensuring timely resolution and effective user support aligned with ITIL service management practices.
• Maintain accurate and up-to-date technical documentation, including network diagrams, configurations, SOPs, and asset records to support operational continuity and audit readiness.
• Contribute to infrastructure upgrades, new deployments, and innovation initiatives (e.g., connectivity resilience solutions), supporting testing, implementation, and continuous improvement of IT services at the Country Office.
• Support procurement processes by contributing to the development and evaluation of technical specifications for connectivity and network-related goods and services, assisting in tender evaluations, and supporting SLA reviews and supplier performance assessments.
• Occasionally travel to field offices to support infrastructure installation when required.
• Perform other related duties as required.

Requirements

• High school and technical certificate in the relevant field is required.
• First university degree in Electronic or Communications Engineering, Computer Science or Information Technology is desirable.
• VSAT, ITIL, Telephony, Radio Communication, Satellite telecommunication and Ms Windows and Computer networking certifications are required.
• At least six years of professional experience in the field of Information Technology and telecommunications, including hands-on experience in LAN/WAN/network administration, connectivity management, and technical support in operational environments.
• Experience in IT service delivery & user support, network troubleshooting, and implementation of IT infrastructure projects is required.
• Extensive knowledge of wired and wireless computer networks.
• Cisco networking and security certifications is a requirement.
• Hands-on knowledge of VSAT, emergency telecoms, HF/VHF radios, and telephony systems installation.
• GVF certification is an added advantage.
• Demonstrated experience in IT service delivery support.
• ITIL certification is a desirable.
• Demonstrated experience in implementing technology projects.
• Practical knowledge of workflow and business process automation, and Low-Code No-Code technologies will be an added advantage.
• Experience in supervising teams.
• Fluency in both oral and written communication in English is a requirement.

Skills

• VSAT
• ITIL
• Telephony Systems
• Radio communication
• Satellite Telecommunication
• Microsoft Windows
• Computer Networks
• LAN Administration
• WAN Administration
• Network Administration
• Connectivity Management
• Technical Support
• IT Services Delivery
• User Support Management
• Network Troubleshooting
• IT Infrastructure Implementation
• Wired Networks
• Wireless Networks
• Cisco Networking
• Network Security
• Emergency Telecommunications
• HF/VHF Radio Installation
• Telephony Systems Installation
• Technology Project Implementation
• Workflow Automation
• Business Process Automation
• Low-Code No-Code Technologies
• Team Supervision

Languages

English