Position: Support Assistant

Organization: UNDP

Location: Delhi

Apply: https://estm.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/2423/?utm_medium=jobshare

Duties and Responsibilities

Under the guidance and direct supervision of the ICT Associate, the ICT Support Assistant provides onsite ICT services to all UN agencies in the premises as well as remote support to staff in the field. The ICT support includes administrative support services to the ICT unit, provides daily technical support to users of information management tools and technology infrastructure in a large Country Office. The ICT Support Assistant promotes a client-oriented approach.

This will be a shared position through common services account of all UN Agencies located in the UN House and will report to UNDP’s Head of ICT.

Summary of key functions:

• Implementation of ICT management systems and strategies
• Effective functioning of the CO hardware and software packages
• Support to networks administration
• Provision of administrative support
• Facilitation of knowledge building and knowledge sharing

Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment.
• Support to the use of Atlas (UNDP’s implementation of ERP) functionality for improved business results and improved client services.
• Provision of inputs to the CO administrative business processes mapping and implementation of the internal standard operating procedures (SOPs).
• Provision of inputs to preparation of results-oriented workplans.

Ensures effective functioning of the CO hardware and software packages, focusing on the achievement of the following results:

• Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
• Assistance in the installation of commercial and in-house developed software and related upgrades.
• Assistance in upgrading patch and anti-virus programs on a timely basis.
• Monitoring of file server traffic, usage and performance on a frequent and regular basis.
• Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention.
• Organizing Video/Audio/Web Conferences.
• Install, configure and troubleshoot O365 applications.

Supports networks administration, focusing on the achievement of the following results:

• Assistance in troubleshooting and monitoring of network problems.
• Response to user needs and questions regarding network access.
• Assistance in backup and restoration procedures for local drives. Maintenance of backup logs. Assistance to organization of off-site storage of backups.
• Managing Cisco Meraki Network.

Provides administrative support, focusing on the achievement of the following results:

• Maintenance of an up-to-date inventory of software and hardware.
• Maintenance of a library of ICT related reference materials.
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.
• Maintenance of the filing system ensuring safekeeping of confidential materials.
• Extraction of data from various sources.
• Research and retrieval of l data from internal and external sources; preparation of statistical charts, tables and reports as required.
• Provision of ICT support to key events.

Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on the achievement of the following results:

• Participation and assistance in the organization of training for the CO staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice.

Competencies

• Demonstrating/safeguarding ethics and integrity.  
• Demonstrate corporate knowledge and sound judgment.
• Self-development, initiative-taking.
• Acting as a team player and facilitating teamwork.
• Facilitating and encouraging open communication in the team, communicating effectively.
• Creating synergies through self-control.
• Managing conflict.
• Learning and sharing knowledge and encourage the learning of others. Promoting learning and knowledge management/sharing is the responsibility of each staff member.
• Informed and transparent decision making.

Required Skills and Experience

Education:

• Secondary education with relevant certifications in hardware and software management and application, Microsoft Certified Professional (MCP) is required.
• University Degree in Computer Science would be desirable, but it is not a requirement.

Experience:

• 5 years of relevant working experience, including network administration, support to management of hardware and software platforms, telecommunications facilities.
• Experience in Windows servers, Hypervisor & Intune.
• Experience in Office 365 applications, Zoom & MS Teams.
• Any additional years of relevant work experience will be highly desirable.
• Good working knowledge of Cisco Meraki.
• Experience of working with international organizations including the UN will be desirable.

Language Requirements:

• Fluency in both oral and written English is essential.
• Working knowledge of Hindi is required