ICT Senior Assistant

The ICT Senior Assistant works closely with the UNOPS Geneva office and portfolios, as well as other UN agencies, to exchange information and ensure consistent service delivery. 

Under the direct supervision of the ICT Senior Analyst, the incumbent will carry out the following activities:

• ICT Management

  • Assist the ICT Senior Analyst in developing and implementing the ICT Plan.

  • Assist with vendors for hardware maintenance and troubleshooting, ensuring timely resolution of issues. 

• ICT Administration

  • Administer user accounts and AD DS on Windows 2016 Server remotely.

  • Manage Google Workspace settings, users, and devices through the Admin Console.

  • Provide remote troubleshooting guidance for workstations, printer/copiers, digital senders, and other ICT equipment. 

  • Monitor LAN/WAN and communication equipment connected to Fiber Optic, Wireless, Ethernet network etc. and coordinate with local support or vendors as needed. 

  • Monitor and support  Google Meet and other audio/video conferencing equipment.

• User Support

  • Provide first-line technical support via email, telephone, and remote desktop tools. 

  • Log support request and follow up with users through the helpdesk portal.

  • Assist with the installation of workstations and set up necessary ICT facilities for users.

  • Monitor and guide hardware and software troubleshooting support, seeking advice from Supervisor and ICT colleagues when necessary.

  • Support and resolve desktop operating systems, Google Workspace tools, standard Windows softwares and UNOPS internal systems and business applications issues.

  • Assist in staff training on hardware familiarization, maintenance, software applications and LAN systems remotely, utilizing screen sharing and other online tools. 

  • Assist in proposing tools and methods to enhance the desktop working environment.

  • Provide high-quality hardware and software troubleshooting support by taking ownership of reported problems until resolution is communicated to the reporter.

  • Collaborate with the ICT team to find solutions for ICT-related issues.

  • Support in coordination and setting up ICT workstations and desks for internal office moves and new staff.

• Administrative Support

  • Assist in facilitating and undertaking occasional local or international travel for IT support, installations, training  or to provide on-site technical assistance as needed.

  • Maintain an up-to-date inventory of software and hardware.

  • Assist the supervisor in creating and maintaining library of ICT-support reference materials

  • Assist in monitoring and  maintaining inventory and stock of IT supplies and spare parts.

  • Escalate IT issues to the supervisor and notify users as advised.

  • Perform other related duties as required.

• Reporting

  • Assist and support in preparing reports on hardware conditions, frequent IT issues and critical network equipment errors as requested by the supervisor.

• Knowledge building and Knowledge sharing

  • Assist the supervisor in staff training and support on hardware familiarization, maintenance, software applications and LAN/WAN systems.

  • Support the supervisor in subject matter expertise to users, clients and colleagues.

• High School Diploma or equivalent with five years of relevant experience is required.
• A first level university degree (Bachelor’s degree) preferably in information technology, computer sciences or engineering may substitute for some of the required years of experience.

• 5 years of progressively responsible, job related experience in working in the field of information technology and/or telecommunications and systems, preferably with international organizations.
• Experience in the usage of computers and office software packages. 
• Experience in managing ICT set up in an office environment is required.
• Knowledge of Google workspace applications is an asset. 
• Google or Microsoft system administration training/certification is an advantage.

• Fluency in English is required.

• Knowledge of another official UNOPS language is an asset.