ICT Assistant, Cairo, Egypt
Organization: UNDP - United Nations Development Programme
Office: UNDP Cairo
Closing date: Wednesday, 6 July 2022
Job Identification : 4200
Locations : Cairo, Egypt
Posting Date : 06/29/2022, 10:47 AM
Apply Before : 07/06/2022, 10:47 AM
Job Schedule : Full time
Agency : UNDP
Grade : NB2
Vacancy Type : National Personnel Service Agreement
Practice Area : Management
Bureau : Regional Bureau for Arab States
Contract Duration : 6 months
Education & Work Experience : Bachelor’s Degree
Other Criteria : First University degree (Bachelor’s Degree) in Computer Science, Information Technology Management, or related field is an asset.
Required Languages : Fluency in English and Arabic.
UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.
Under the guidance and direct supervision of the ICT Specialist/Officer, the ICT Assistant provides ICT and administrative support services to the ICT unit, and provides daily technical support to users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.
The ICT Assistant works in close collaboration with the project personnel, Programme and Operations teams in Country Office for resolving complex ICT-related issues.
Duties and Responsibilities
1- Support implementation of ICT management systems, strategies, and policies, focusing on achievement of the following results:
Compliance with corporate information management and communication technology standards, guidelines, policies, and procedures in the line with UN mission.
Achieving the result-oriented ICT Section work plan related to the helpdesk, networking and communication services.
2- Assist client services coordinator on the effective functioning of the hardware, software packages, LAN/WAN connectivity and System, focusing on the achievement of the following results:
Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention, and making sure that they are operating at optimum level.
Software distribution updates, scripting, testing and support delivered adequately and properly.
Administration, operation, technical support, and monitoring of personal computers.
Troubleshooting of personal computers, in collaboration with other ICT staff.
Performance of tasks related to scheduled service requests, including equipment replacement,
Assist in monitoring, operation, and performance of LAN/WAN connectivity and communication services.
3- Provide ICT helpdesk services to ICT authorized users, focusing on achievement of the following results:
Timely response to helpdesk requests from callers and walk-ins; provide remote assistance to ICT authorized users with ICT problems
Troubleshooting of personal computers; collaboration with other ICT Section staff and user departments in maintaining efficient and reliable operations of personal computers.
Resolution of problem calls or service requests.
Performance of tasks related to scheduled service requests, including equipment replacement, hardware/ software installation/de-installation
Preparation and release of ICT resources to authorized users as approved
Diagnosis and resolution of hardware, software, or connectivity problems.
Use of standard Help Desk operating procedures; the accurate log of Help Desk contacts using call tracking software.
Maintenance of documentation of all personal computers.
4- Ensures facilitation of knowledge building and knowledge sharing in the ECCC, focusing on achievement of the following results:
Participation and assistance in ICT training for ICT authorized users
Technical advice to clients as well as guidance and training to new/junior staff.
Contributions to knowledge networks and communities of practice.
Ensure all confidential information and data should be handled in accordance with Information Security Policy.
Under the guidance and direct supervision of the Operations Analyst/Head of ICT & Procurement, the ICT Assistant works closely with the project team focusing on the achievement of the results
LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline
LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
Adapt with Agility:
LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible
Act with Determination:
LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident
Engage and Partner:
LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships
Enable Diversity and Inclusion:
LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination
Cross-Functional & Technical competencies : IT Customer Support
Ability to support l customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable
Network, Communication and Infrastructure Management
Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable
Required Skills and Experience
First University degree (Bachelor’s Degree) in Computer Science, Information Technology Management, or related field is an asset.
Minimum 2 years of relevant working experience, including network administration, support to the management of hardware and software platforms, telecommunications facilities, and knowledge of Windows-based packages/applications.
Experience in the usage of the Microsoft O365 services , Virtualization technologies, Cisco switching (Entry-level) & Windows & Mac OS.
Desired skills in addition to the competencies covered in the Competencies section
Verbal & Non Verbal communication.
Fluency in English and Arabic.
Microsoft Certified Professional (MCP or MCITP) would be desirable, but it is not a requirement.
Important information for US Permanent Residents (‚Green Card‘ holders)
Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.
UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.
Applicant information about UNDP rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
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Link to the organization’s job posting: https://unjobs.org/vacancies/1656506956021