The Information and Communications Technology (ICT) Assistant is to perform administrative and procedural activities pertaining to UNICEF’s ICT systems according to established process, which include desktop administration and server operations. The activities cover the installation and routine configuration of ICT system components and user orientation. Procedural activities include all other processes that may not require the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as focal point for receipt and processing of user requests.
Major Responsibilities
ICT Assistant at this level perform a full range of basic administrative and procedural activities in support of ICT team to ensure effective services provided to clients. The staff is accountable for support the supervisor on routine ICT activities and application of server, network, and operating system.
Activities include:
Support the supervisor on daily routine network maintenance activities
Monitor network usage and bandwidth. Bring to attention of the supervisor on potential technical issues.
Providing first-level help-desk support to end-users as a back-up to the End-User support sub-unit.
Handle routine operation and monitoring of server systems including back-ups
Support the unit in managing ICT incidents.
Providing support in conferencing with ICT and audiovisual equipment as and when requested.
Maintaining and updating files (electronic and paper) and internal databases.
Work closely with administrative unit on in maintaining ICT equipment inventory, also ICT unit inventory including documentation. This may require the incumbent to lift, move, mount, or store equipment.
Prepare equipment for new staff which includes Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment. Support the supervisor in ensuring the clients are oriented on how to use IT equipment.
Assist in preparing report or extracting data as needed or per requests of users, also help diagnosing errors and preliminary address the issue as necessary.
Qualifications of Successful Candidate
Education:
Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
ITIL Foundation Certificate or equivalent customer support certification is an asset.
Experience:
A minimum of five years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
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 computer platforms and applications is required.
