Task 1: Manage network infrastructure equipment and services, such as leased line connectivity, cabling, switches, wireless routers, and firewalls.

Task 2: Maintain and install Software and hardware (including telephone system and printers), e.g., OS, Office365, Anti-virus Protection, Adobe Acrobat, and Internet web browser. Be responsible for reinstalling software in case it breaks down. Do not set up software without a license on UNDP Cox’s Sub-office computer/server. And remove the suspicious software. Clean the virus for the Client when it is found and do a monthly virus scan and/or upon Client’s request.

Task 3: Troubleshoot the operating systems used in UNDP Cox’s Sub-office computer (Windows 10/11).

Task 4: Assist the user with knowledge of using relevant software applications such as Microsoft Office 2019, an Antivirus program, Adobe Reader, etc.

Task 5: Assist in managing ICT suppliers (Suppliers for ICT equipment, software, ICT supplies (Toner, Servicing, Equipment, etc.).

Task 6: Maintain and manage the cloud-based data storage management (such as SharePoint site (If needed).

Functions/ Scope of Work:

Under the guidance of the Head of the Sub-Office and in close supervision of the Administrative Associate of UNDP Sub-office, the consultant has the following duties and responsibilities:

Hardware services :

? Install, troubleshoot and maintain of new computers and upgradation of existing computers, printers and other related equipment e.g. scanners, modems, etc.;
? LAN/WAN infrastructure, including cabling, routers, switches, access points, etc.
? Troubleshoot and provide resolution of hardware problems.
? Support for Video conference and audio conference equipment.
? Support for setup of ICT equipment for meetings/workshops/conferences as required.
? Coordinate with ICT service providers to ensure smooth connectivity and warranty issues.
? Provide configuration on Smartphones to synchronize with UNDP Cox’s sub-office email system.
? Communicating with staff needs to be handled smoothly; timely follow-up with information is essential.
? Smoothly handle all troubleshooting problems as required.

Software Services:

? Install and configure of operating system and software application packages.
? Microsoft Intune and installation of Microsoft Defender.
? Install software updates like Windows, Office, and antivirus software.
? Troubleshoot user-reported problems related to Windows, MS Office, and other standard software packages.
? Repair, install and prepare a computer in case of OS corruption.
? Troubleshoot desktop and standard application-related problems (on-site and using remote support technologies) in compliance with established escalation procedures.

Network Services:

? Manage of Active Directory, DHCP & DNS
? Ensure the internet is always accessible to all UNDP users.
? Ensure that Internet and Email are functional at all times.
? Assist with follow-up e-mail id expiration and prepare SRF for E-mail ID.
? Configure of Outlook for new computers or when a computer is re-formatted and new set.
? Configuration of data cards on laptops (if required)
? Implement changes on all computers as per directions from the HQ/Regional office.
? Rectify any problems arising due to faulty cabling or network device.
? Ensure users are well connected to the network printers in the office.
? Install all software as per required.

Knowledge sharing and other services:

? Share updated IT-related information with UNDP COX’S SUB-OFFICE personnel in Bangladesh and assist in capacity building.
? Work in coordination with authorized staff member/s for all ICT-related work.
? Assist with knowledge for queries from users as required.
? Receive and record all ICT support requests from users/programs/departments.
? Coordinate repair of any ICT hardware as required in-house or through vendors.
? Maintain files and registers for all ICT services, approvals, invoices, deliveries, and issues.
? Provide ICT technical and logistical support for meetings and events.
? Assist programs and Supply Chain units with ICT-related procurement, specification, configuration, etc.
? Any other tasks assigned by the Administrative Associate.

Requirements:

? Respectful and helpful relations with all partners and colleagues
? Confidentiality
? Knowledge of UNDP Rules and Regulations is an advantage
? Leadership and Self-Management
? Focuses on results for the stakeholders and responds positively to feedback
? Consistently approaches work with energy and a positive, and constructive attitude
? Remains calm, in control, and good-humoured under pressure
? Demonstrates openness to change and ability to manage complexities
? Demonstrates strong oral and written communication skills
? Responds positively to critical feedback and differing points of view

• providing IT support services (software and hardware/networks/ LAN/WAN services, etc.)

? Proven experience in providing IT support services for multi-national organizations/inter-government organizations, business companies/ United Nations Agencies.

? At least two years of Hands-on experience in troubleshooting/Microsoft Intune and installing Microsoft Defender/maintenance and repair service etc.

? Knowledge of customer service principles and practices with advanced IT skills

? Knowledge of computers, basic programming, and relevant software applications

? Knowledge of networking, hardware, MS Office packages, and data analysis.