Grade

GS5

General Service

Reason

Temporary > Temporary Assignment/ Appointment

E (most hardship)

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2024-06-01

2024-12-31

May 28, 2024

Standard Job Description

Senior IT Assistant

Organizational Setting and Work Relationships
The Senior IT Assistant will work under the direct supervision of a Senior Officer and the technical supervision of an IT Officer at Sub/Branch/Multi-Country office level. The incumbent may play a supervisory role in overlooking the day-to-day activities of the Telecom Operators in the offices in the area of coverage. S/he has working relationships with UNHCR staff members in the office and other offices within the country of assignment as well as with staff of UN agencies and other UNHCR partners within the area of responsibility (AOR) to exchange information and to provide assistance.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties
– Assist the office in implementing set standards for applications that meets the needs of the users and supports the overall Information and Communication Technology.
– Monitor and maintain the LAN, Network Servers, Routers, Printers, LAN Points, Switches, Patch panels, Access points, HF and VHF bases, HF and VHF relay stations, Satellite Modem to prevent faults occurring.
– Carry out missions for new installations and routine maintenance tours of ICT equipment.
– Ensure that ICT problem recovery is done as quickly as possible and make regular system back-ups.
– Assist with the installation of the software packages, basic repair/maintenance of computer hardware, HF and VHF equipment.
– Train UNHCR staff on email system, utilization of VHF handhelds, telephone system.
– Add and remove users from the Networks.
– Maintain the inventory of ICT equipment and keep track of movements of ICT equipment.
– Draft mails and memoranda on ICT matters.
– Assist in the drafting of technical documentation on radio equipment operating procedures
– Certify invoices and delivery notes and pass for payment.
– Evaluate needs for upgrading and eventually replacing ICT equipment in the field, to meet with UNHCR standards.
– Select the most efficient and economic means for the transmission of messages, taking into consideration the nature and priority of communications to be transmitted.
– Carry out administrative duties, within the area of competence as assigned.
– To decide on appropriate resolution to incidents.
– Escalating incidents where they cannot be resolved at the office level.

– Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
– Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level
For G5- 2 years relevant experience with High School Diploma; or 1 year relevant work experience with Bachelor or equivalent or higher

Field(s) of Education
Not applicable

Certificates and/or Licenses
Telecommunication Information Technology.
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Essential
Relevant experience in the ICT field.

Desirable
Hands-on experience with wireless and VoIP systems, electricity, generators, lightning protection an asset.

Functional Skills
IT-Computer Literacy
(Functional Skills marked with an asterisk* are essential)

Language Requirements
For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Operational Context

UNHCR was established on 14 December 1950 by the UN General Assembly. The agency is mandated to lead and co-ordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another State, with the option to return home voluntarily, integrate locally or to resettle in a third country (www.unhcr.org).

In Zambia, UNHCR supports the Government of Zambia to provide an enabling protection environment that allows asylum seekers, refugees and former refugees to be protected, be self-reliant and achieve durable solutions. Zambia has adopted a comprehensive refugee response approach as envisioned by the New York Declaration of 2016 and the Global Compact on refugees of 2018, which guide the country’s refugee and asylum response.

The framework envisages an all-of-society approach with solid investment and support from the international community to meet both immediate life-saving humanitarian needs and long-term solutions through development action.

As of end of December 2023, Zambia hosts some 95,518 Forcibly displaced persons (72,414 Refugees; 5,554 Asylum seekers and 17,550 Former refugees – Others of Concerns) in three refugee settlements (Mayukwayukwa, Meheba and Mantapala) and other urban areas including Lusaka. The vast majority of them live in the three refugee settlements, namely Mayukwayukwa (25,264), Meheba (40,510), the newly established settlement in Mantapala (8,171), and in urban locations (21,573).

The Government of Zambia (GRZ) coordinates the asylum and refugee management through the Office of the Commissioner for Refugees (COR) in close collaboration with other government departments and the inter-governmental steering committee established for this purpose, with the direct support of UNHCR. UNHCR in Zambia has two field offices (one in Solwezi and one in Kawambwa) and one Representational Office in Lusaka.

Nature of position

The Snr. IT Assistant position is located at the UNHCR field office in Kawambwa and is supervised by the Head of Field Office and will coordinate closely with the Senior IT Associate in Lusaka.

The responsibilities of the position are to:

– Provide reliable and timely IT services on the application and infrastructure
of UNHCR standard IT services in UNHCR’s Kawambwa operation. S/he will
receive technical/functional guidance and support from Sr. IT Associate in
Lusaka.

– Responsible for the provision of IT support and the efficient, effective
functioning of all ICT services, and for providing management with expert
technical advice on all IT service matters, including gaps, improvements
needed in a timely and accountable manner.

– Provide continuous monitoring and maintenance of IT equipment and
services, both directly and
through structured, recorded coordination with supervisor and Sr. IT
Associate in Lusaka.

– Provide ICT support either directly or remotely to end users at local level,
administer and monitor the offices’ ICT infrastructure equipment, ensure that
the data and assets are protected and used in the most efficient and
appropriate manner.

– Plan and coordinate with Lusaka for the ICT equipment needs: end user and
office infrastructure equipment, as well as replacement and retirement of the
obsolete equipment in line with relevant UNHCR policies.

– Resolve technical hardware, software, or service problems in the IT
environment and ensure all issues and resolutions are documented while
maintaining absolute discretion in dealing with confidential data and
documents.

– Assist in the management and maintenance of the IT connectivity
environment to ensure peak operating efficiency.

– Ensure that the equipment under the area of responsibility is in good working
condition by regularly inspecting the hardware and installations and
monitoring the equipment and connectivity health via the provided online
tools. When required, arrange prompt repairs or replacement as necessary
according to established procedures.

– Responsible to coordinate with the S. IT Associate in Lusaka for the
installation, programming and maintenance of the organization’s backup
security communications systems (VHF radio, HF radio and satellite
communications systems).

– Maintain accurate inventory of IT and Telecommunications equipment,
software, and licenses as well as records of the installations and
repairs/replacements done and keep supervisor fully informed on the status
of the equipment.

– Complete annual audit of all inventory items to validate information and
provide reports to supervisor as necessary.

Desired candidate profile
The desired candidate must demonstrate experience in planning, managing, supporting, and maintaining ICT services. S/he must have work and support experience in Microsoft services and applications ecosystems (Microsoft operating systems, Microsoft Office productivity suites, Microsoft SharePoint etc.)

The desired candidate must have demonstrated ability to work independently due to the technical nature of the work and liaise directly with the Senior IT Associate in Lusaka office for problem solving and consultations. He/she must have demonstrated ability to deal with multiple tasks in an organized, courteous, and service-oriented manner often under short deadlines, and a heavy workload. S/he must have demonstrated competency to undertake needs assessment on site and installations of Telecommunications equipment considering the overall IT strategy of the country, the operational needs and the security constraints and must have demonstrated ability to Install and configure the most appropriate type of IT and Telecommunications systems to meet the needs of operations.

S/He must have demonstrated ability to maintain smooth and professional relations with a high responsive attitude towards problem solving and finding solutions. The incumbent must have a good understanding of technology landscape. Possession of certifications in ITIL v3/4 is desirable. Additionally, the incumbent should have well-developed and demonstrated communication and interpersonal skills, and the ability to effectively engage with non-technical counterparts and influence the technological transformation in the office.

This position doesn’t require a functional clearance

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Skills

IT-Computer Literacy

Education

Certifications

Information Technology – Other, Telecommunications – Other

https://icsc.un.org/Home/SalaryScales

Shortlisted candidates may be required to sit for a written test and/or oral interview