Under the guidance and direct supervision of the ICT Analyst, the ICT Assistant provides ICT and administrative support services to the ICT unit, 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 Front Office, Management Support and Business Development, Programme and Operations teams, projectsin a large CO and UNDP HQ staff for resolving complex ICT-related issues

Support implementation of ICT management systems and strategies

• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment.
• Provide inputs to CO administrative business processes mapping and support implementation of internal Standard Operating Procedures (SOPs).
• Provide ICT support for key events and provide video/audio conferencing support for hybrid meetings.
• Provide ICT help desk support to colleagues in other agencies.
• Provide input to preparation of results-oriented workplans.
• Support the use of ERP functionality for improved business results and improved client services

Ensure effective functioning of the CO hardware and software packages.

• Perform specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.

Assist in providing automation and digitalization support for both CO Operations and Programmes/ Projects.

• Assist in the installation of commercial and in-house developed software and related upgrades

Support network administration

• Monitor file server traffic, usage and performance on a frequent and regular basis.
• Assist in cloud-based backup and restoration procedures for local drives.
• Provide support to users in virus detection, removal, and prevention. Assist in upgrading patch and anti-virus programs on a timely basis.
• Respond to user needs and questions regarding network access.
• Assist in trouble-shooting and monitoring of network problems.
• Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.
• Maintain the filing system ensuring safekeeping of confidential materials.

Ensure facilitation of knowledge building and knowledge sharing in the Project 

• Participate and assist in the organization of training for the CO staff on ICT issues.
• Provide sound contributions to knowledge networks and communities of practice

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization

Core Competencies

• Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline.
• Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements.
• Learn Continuously: 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

• Results-based Management: Ability to manage programmes and projects with a focus on improved performance and demonstrable results.
• Customer Satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients’ immediate requests, Ability to anticipate client’s upcoming needs and concerns.
• Working with Evidence and Data: Ability to inspect, cleanse, transform and model data with the goal of  discovering useful information, informing conclusions, and supportingdecision-making.
• Digital Awareness and Literacy: Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed
• ICT 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-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.
• User Experience and Business Analyst: Capacity to translate efficiently user needs into IT requirements around human-centered design.

• Secondary education is required with formal training in IT systems, business software and/or web-based applications.
• A university degree in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.
• Certifications in ITIL/hardware/software management/application and/or MCP are an asset.

Experience:

• Minimum of 5 years (with high school diploma) or 2 years (with bachelor’s degree) of relevant working experience in network administration, web design, providing technical support for hardware/software or cloud ERP environments, working with telecommunications facilities; and applying knowledge of database applications, web-based management systems, and cloud infrastructure solutions.
• Experience working with user-centered designs and conducting user research and testing is desirable
• Proficiency in Troubleshooting Hardware and Software Issues is an asset
• Knowledge of operating systems (Windows, macOS, Linux) is highly desirable
• Proficiency in Managing Servers, Networks, and Databases is desirable
• Knowledge of virtualization technologies is desirable
• Knowledge of Programming languages is desirable

Languages:

• Fluency in Arabic and English is required.