ICT Office Customer Service Support:

• The Senior ICT Associate is fundamentally involved in enlisting the support and cooperation of client staff from across the office in the installation and maintenance/troubleshooting of ICT applications.
• S/He liaises and interacts with colleagues, users and user groups in establishing application requirements, proposing them to concerned development entity, and providing training in new systems and applications.
• The Senior ICT Associate may coordinate with external service providers, such as telephony providers, and consultants, ensuring delivery of agreed services and prompt resolution of service issues.

ICT Administration:

Senior ICT Associates perform specialized IT application administration activities to ensure functionality and facilitate user interface. Accountabilities/key results include:

• Analyzing functional issues, developing functional specifications and identifying the need for new systems or re-engineering/enhancements of the existing systems or applications.
• Supporting the development, programming, testing, debugging and implementation of new applications and systems and customizing existing applications.
• Providing second-level support to users on systems applications including assistance on technical issues, setting up user access security profiles, and other related user issues.
• Drafting technical documentation and manuals.
• Assessing training needs, developing and presenting structured and ad hoc training to users as required.
• Assisting in the management of specialized ICT projects, particularly in the area of development and implementation of new systems and applications.
• Preparing periodic and ad hoc reports.

Requirements: 

Minimum requirements:

• ****Education:**** Completion of Secondary education is required, supplemented with formal training at university level in Computer Science, Information Systems, Telecommunications, Engineering.

  ITIL Foundation Certificate or equivalent customer support certification is an asset.

• Work Experience:A minimum of seven years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required. *For this position, an associate degree (superior university technician) from a recognized academic institution in a relevant field may replace two years of related work experience. A bachelor’s degree may replace three years.
• Skills****:Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.

  Practical experience in providing technical and business Customer Support and Services is required.

  Practical experience and working knowledge of various telecommunications platforms and applications, such as Cisco Meraki and Ubiquiti LAN Networks, VHF, Iridium PTT, VSAT, Self-pointing, alternative energy (solar panels), SharePoint, Teams, OneDrive and Power Platform is required

• Language Requirements: Fluency in Spanish and working knowledge level of English are required. Knowledge of another official UN language (Arabic, Chinese, French, Russian) is an asset.

Desirables:

• Experience in United Nations System is highly valued.
• Developing country work experience and/or familiarity with emergency.