ICT Support Associate

Working under the guidance and direct supervision of the ICT Associate (G7), the ICT Support Associate delivers
comprehensive ICT services to all UN agencies located on the premises and provides remote support to programme
and project staff across India. The role encompasses:
• Onsite and Remote ICT Support: Ensuring smooth daily operations of information management tools and
technology infrastructure for a large Country Office.
• Administrative ICT Support: Assisting the ICT Unit in managing and maintaining technical systems and
documentation.
• User Support: Providing timely technical assistance and troubleshooting to ensure uninterrupted workflow
for all staff.
The ICT Support Associate champions a client-focused approach, fostering efficiency and responsiveness to the
evolving technological needs of the organization.
 

1. 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.
   Docusign Envelope ID: 6C4F694E-DAE4-40A6-8649-4791F668F3EA
   • Facilitate meetings and provide A/V Support.
   • A/V Support Technician will conduct regular preventive maintenance of A/V System such as Video
   Conference, Projectors, Matrix Switcher, Crestron Controller, Speaker and mic system etc
   • Should have knowledge of Video Switching Equipment’s Scalars & Switchers of Kramer & Extron,
   Audio mixers, Microphones and other Audio products.
2. 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.
   • Ensure projectors & screens are focused and calibrated to fit screen and check the video signal and
   color quality. Ensure the lens & filters are clean. Check the Lamp hours and if replacement is
   needed to be planned.
   • Daily and Monthly reports of calls from the EPABX system should be fetched and forwarded to the
   Line manager.
   • First Level support to Alcatel & Zoom Telephony cloud based PBX
3. Supports networks administration, focusing on 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.
4. Provides administrative support, focusing on 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.
   • Should have knowledge of Video Switching Equipment’s Scalars & Switchers of Kramer & Extron,
   Audio mixers, Microphones and other Audio products should be well versed with Operation of
   Polycom MCU for day-to-day operations & ISDN connectivity.
5. 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.
6. Supports the implementation of locally developed applications, focusing on the achievement of the
   following results:
   • Collaborate with the ICT team and relevant stakeholders to facilitate the deployment of locally
   developed applications in the office.
   • Coordinate with developers and end-users to gather feedback for improvements and updates.
   Docusign Envelope ID: 6C4F694E-DAE4-40A6-8649-4791F668F3EA
   • Maintain documentation of application usage, support requests, and resolutions for reference and
   analysis

The incumbent performs other duties within their functional profile as deemed necessary for the efficient
functioning of the Office and the Organization.

Institutional Arrangement

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.

Reporting To:
UNDP’s Head of ICT (ICT Associate)

Reportees to this position:
Not Applicable
 

Minimum Qualifications of the Successful NPSA