Organizational Setting

FAO has partnered with the Kyrgyz Republic since the country joined the Organization in 1993. A country office was opened in 2009.
The present Country Programming Framework 2023–2027 is derived from the UNSDCF Kyrgyzstan (2023-2027).
FAO assistance will contribute to the attainment of the national priorities related to improving food security and nutrition, promoting organic agriculture, increasing digitalization, stimulating agricultural and livelihood development and decent work creation, building household resilience, improving environmental protection, and enhancing sustainable natural resource management and adaptation to climate change.
FAO’s assistance in Kyrgyzstan is shaped by the 2023-2027 FAO Country Programming Framework (CPF), which is centered on three strategic priority areas:
Strategic Priority 1: Support national efforts to respond to people’s needs by ensuring equitable access to quality social services, including education, health, social protection and decent work, through effective policies and appropriate financing mechanisms, with the participation of all parties.
Strategic Priority 2: Support national efforts to promote prosperity and resilience for all citizens through inclusive and equitable green socioeconomic development.
Strategic Priority Area 3: Support national efforts to promote inclusive and gender-transformative approaches to climate action, disaster risk management and environmental protection to conserve natural resources and leverage ecosystem benefits for sustainable human development.

Reporting Lines

Under the overall supervision of the FAO Representative in the country, in close collaboration with the CSI and IT Officer of REU, Budapest and under direct supervision of the Assistant Representative in Kyrgyzstan will provide IT support to the Regular program and projects implemented by FAO Kyrgyzstan.

Technical Focus

Project operational and administrative support

Tasks and responsibilities

The Specialist will perform the following tasks:
Provide IT assistance to staff and visitors for organizational-related issues.
– Perform any other duty assigned by the regional ISD related to the IT Services.
– Stay committed and ready to take-up any assignment given by supervisor and senior management (FAOR/AFAOR).
User support
•    Assist in the presentation of display materials and videoconferencing events.
•    Provide orientation to new users on the IT rules and regulations, related to equipment, software’s, and IT security matters.
•    Provide instructions to users on existing technology and potential use (SharePoint, OneDrive, Teams, Zoom, MS-Office, Intranet, Skype for Business, etc.);
•    Provide instruction to users on guidelines, policies, and standards.
•    Receive, log and monitor requests related to IT matter, in the ServiceNow system, resolve IT-related issues to FAO standard equipment, escalate those issues that cannot be solved to the ISD of the Regional Office, monitor progress and resolution.
•    Provide support to missions from Regional Office, HQs, or internal missions within the Decentralized Office.
Network and connectivity.
•    Assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract, updates change in COIN.
•    Maintain the office networking maps up to date, the architecture and technical specification of the network infrastructure (LAN and WAN), regularly updates ISD and CSI Network Team.
•    Ensure security of the network by following security policies and report problems when they are detected.
IT Equipment
•    Keep track of IT assets and maintain the local office IT inventory list up-to-date and updates GRMS asset list regularly as per current policy.
•    Monitor IT equipment expiry dates on a monthly basis and take upgrading/replacing measures in time.
•    In case of equipment to be granted to external organizations, follow the MS502 procedures and inform the ISD accordingly.
•    Assist to assign new equipment and update the IT equipment inventory list on the regional assets record on regular basis.
•    Corporate and non-corporate software
•    Ensure that all the official equipment (desktop and laptop) in the office is up to date in terms of the corporate policy and requirements.
•    Inform users that all the non-official equipment cannot connect to the corporate network or using corporate services, except Wi-Fi public internet connectivity.
•    For all non-corporate software follow the clearance process and ensure that no non-corporate software is installed in FAO equipment without official clearance.
•    Ensure security and privacy of user identity (user credentials) and data managed by the user, following the relevant corporate policies.
Troubleshooting:
•    Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD.
•    Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate service management system.
•    Fulfill requests the SLAs, and when this is not possible to escalate the issue to the regional ISD.
•    Manage all troubleshooting through helpdesk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system.
•    Planning and proactive work
•    Support regional ISD providing all the needed assistance in terms of the ABC categories timely (IT Management and Support matters);
•    Identify the future needs in the office in terms of equipment, connectivity and moves, timely informing the ISD.
•    Perform a simulation of the Disaster and Incident recovery plan, reporting to the regional ISD about the planning, execution, lesson learnt and proposed improvements.
•    Be aware of all the IT Division policies and ensure to follow them accordingly.
•    Bare the responsibility for maintenance of IT equipment, hardware and software systems, LAN points, network services in FAO Representation Office.
•    Participate in the UN ICT Task Force team.
•    Install and configure new hardware and software on the office PCs.
•    Arrange for the repair of IT equipment.
•    Maintain confidentiality concerning the information being processed, stored or accessed.
•    Provide support in the preparation of technical specifications for office and IT equipment.
•    Provide other IT services during the meetings and workshops and other duties as required.
•    To take the mandatory courses within the 1st week of employment

FAO Standards and guidelines:

Liaison with the OCC will be maintained, either directly or through an agreed focal point/coordinator, to ensure compliance with OCC standards, appropriate review and clearance processes.
All communication materials will follow FAO clearance processes and comply with FAO standards, including:
FAO Strategic Framework 2022-31: https://www.fao.org/strategic-framework/en   
FAO social media policy and guidelines: https://www.fao.org/2/socialmedia
Social Media Branding Guidelines: https://openknowledge.fao.org/handle/20.500.14283/cb5044en
FAOSTYLE: https://openknowledge.fao.org/handle/20.500.14283/cb8081en
FAO terminology http://www.fao.org/faoterm  
FAO Names Of Countries https://www.fao.org/nocs/en
Story guidelines, Story template, UN map standards, FAO logo policy and related branding guidelines (available to staff).

Further guidance regarding FAO communications, policies and procedures can be found through the FAO intranet, OCC section.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements  

•    Bachelor’s degree in Information Technology, Computer Science, engineering, database or a related field.
•    Minimum 5 years of relevant work experience in IT support or system administration.
•    Working knowledge of English, and Russian languages.
•    National of the Kyrgyz Republic or resident in the country with a valid work permit.

FAO Core Competencies

•    Results Focus
•    Teamwork
•    Communication
•    Building Effective Relationships
•    Knowledge Sharing and Continuous Improvement

Technical/Functional Skills 

•    The IT Specialist should be experienced in supporting Microsoft products.
•    Must be very familiar with PC hardware, software, and peripherals in a Windows NT environment.
•    Experience with LINUX Individuals must be a self-starter. Must possess strong analytical interpersonal, and communication skills and can work with minimal supervision in a team environment.
•    Networking and IT Equipment support experience.
•    Experience in MS O365 platform support.
•    Strong understanding of desktop and laptop hardware set-up and configuration.
•    Knowledge of UN system policies, rules, and regulations.
•    Work experience within United Nations System or an international organization is an asset.
•    Working knowledge of Kyrgyz is preferred.