Organizational Setting

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient, and sustainable agrifood systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind. The main objective of FAO offices, led by an FAO Representative, is to help governments formulate policies, programmes and projects to achieve food security and to reduce hunger and malnutrition, to help develop the agricultural, fisheries and forestry sectors, and use their environmental/natural resources in a sustainable manner.

The position is located in the FAO Representation based in Port of Spain, Trinidad and Tobago.

Reporting Lines

The incumbent will work under the overall supervision of the Assistant FAO Representative (Administration).

Technical Focus 

The Position’s primary focus is on the areas of IT support and local IT operations, user and desktop support (hardware and software), and helpdesk. Performs a variety of information technology support duties to ensure smooth delivery of the corporate IT services. Monitors, operates, or coordinates and assists others in the IT support and operations including records management, maintaining data management systems, and performing various operational duties to support the overall efficiency of the office providing support to the Assistant FAO Representative (Administration) in order to achieve desired results. The incumbent is accountable for the IT support and operation at the level of the country office, and she/he is responsible to understand the corporate setup, rules, regulations and policy and fulfil all the needed competences, skills and certifications needed.

Tasks and responsibilities

User Support
•    Assist in the presentation of display materials and Video Conferencing events.
•    Provide orientation to New Users and existing users on the IT rules and regulations, in particular related to equipment, printers, scanners, and IT security matters, as well as One Drive for Business, Teams, MSOffice, Intranet, Skype for Business, Windows 365 Cloud Services and Apps, etc.
•    Receive; log and monitor requests related to IT matters in the Service Desk system; resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be resolved to the IT Group of the Regional Office; monitor progress and resolution.
•    Provide support to missions from Regional Office, HQ, or internal missions within the Decentralized Office.

Network and Connectivity
•    Assist in developing an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract.
•    Maintain the office technology maps and architecture and technical specifications of the network infrastructure (LAN and WAN) updated.
•    Ensure security of the network by following security policies and report problems as they are detected.

IT Equipment
•    Keep track of IT assets, and maintain the local office IT inventory list and regional assets record up-to-date, including the assignment of new equipment.
•    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 in assigning new equipment and update the IT equipment inventory list on the regional assets record on a regular basis.

Corporate and non-corporate software
•    Ensure that all the official equipment (desktop and laptop) in the office is updated in terms of the corporate policy and requirements.
•    Follow appropriate procedures for clearance and/or informing on inadmissibility relating to the use of non-official equipment and/or non-corporate software.
•    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.

Planning and Proactive Work
•    Support regional ISD by providing timely assistance in terms of the ABC categories (IT Management and Support matters).
•    Identify the future office needs relating to equipment, connectivity and moves.
•    Perform a simulation of the Disaster and Incident recovery plan, reporting to the regional ISD about the planning, execution, lessons learned and proposed improvements.

Weekly Reporting to IT Manager
•    Weekly report to the regional ISD on all IT services, Internet, emails, laptop/desktop systems; UPS backup time and maintenance log update; troubleshooting, errors and solutions; network/network printer troubleshooting; physical condition of IT equipment.

Other tasks
•    Provide IT assistance to staff and visitors for organizational related issues.
•    Create Purchase Requisitions to support the IT and Operations functions of the Representation.
•    Assist in the execution of IT and Operations activities which support the efficient functioning of the Representation.
•    Perform any other duty assigned by the regional ISD related to IT Services.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements    

•    University Degree in Information Technology, Computer Science or a related subject
•    At least 5 years of working experience in information technology or computer science
•    Working knowledge of English
•    National of Trinidad and Tobago or resident of the country with valid work permit.

FAO Core Competencies

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

Technical/Functional Skills

•    Good analytical skills and conceptual thinking
•    Strong analytical skills and ability in both oral and written communication