UNDP : ICT Support Assistant (Nationals Only) – Tehran
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Location:
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Salary:$22,198 - $30,370 / YEAR
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Job type:FULL_TIME
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Posted:3 days ago
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Category:Administration, Information and Communication Technology
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Deadline:14/01/2025
JOB DESCRIPTION
Background
Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.
The ICT team plays a crucial role in the Country Office (CO) as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The team drives UNDP’s digital transformation efforts in the CO to better enable, leverage and deploy technology solutions that help the CO implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and beneficiaries.
UNDP Iran ICT team provides ICT services to UNDP and other agencies residing in UN house as a managed common service. These services include but not limited to helpdesk support, Infrastructure (LAN/WAN) telecom (HF/VHF), Microsoft 365 and more. Scope of clients varies from UN staff to governmental partners due to extended digital platforms used in the system
Position Purpose:
Under the guidance and direct supervision of the ICT Analyst or his/her designated mandated representative(s), the ICT Assistant provides ICT and administrative support services to the ICT unit and 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 Programme, Operations and projects teams in the CO and UNDP HQ staff to resolve ICT- related issues.
UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.
Duties and Responsibilities
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:
- 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.
- Provision of ICT support to key events.
Ensure facilitation of knowledge building and knowledge sharing in the CO:
- 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
Supervisory/Managerial Responsibilities: None
Competencies
Core:
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:
Business Management – Results-based Management:
- Ability to manage programmes and projects with a focus on improved performance and demonstrable results.
Business Management – 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.
Business Management – Working with Evidence and Data:
- Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making.
Business Management – 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.
Information Management & Technology – IT 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.
Information Management & Technology – 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.
Information Management & Technology – User Experience and Business Analyst:
- Capacity to translate efficiently user needs into IT requirements around human-centered design.
Required Skills and Experience
Education:
- Secondary education is required with formal training in IT systems, business software and/or web-based applications. Certifications in ITIL/hardware/software management/application and/or MCP are an asset.
- 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.
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.
- Knowledge of managing servers and networking administration including troubleshooting consumables devices such as computer issue, printer issue, LAN, Telephones, CCTV and upgrading operating systems is required.
- Experience providing helpdesk service and ability to maintain conference devices the video audio systems are desirable.
- Ability to monitor and troubleshooting network infrastructure, Cisco, Meraki, Microsoft server, WIFI, CCTV is an asset.
- Experience in provide technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources are an asset.
- Having experience and knowledge in working with office 365 applications, video conferencing platforms and SharePoint Online.
- Knowledge and experience of SharePoint Online administration and development of automated process flows in Power Automate.
- Knowledge and experience of MS Azure and Intune.
- Being familiar with UN system and having knowledge of UN Standard Operations Procedures (SOPs)
Language:
- Fluency in English and Persian (Farsi) is required.
Please note that continuance of appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.
Disclaimer
Applicant information about UNDP rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
Non-discrimination
UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.
UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.
Scam warning
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: No requirements
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