Assc ICT Off (Infrast-Emerg)


Associate ICT Officer (Infrastructure - Emergency)


Under the overall guidance of the Head, ICT Service Centre and under the direct supervision of the Snr.  ICT Officer (ICT Services & Emergency Support), the incumbent supports provision of reliable and timely ICT services in the field and emergeny operations. While on mission, he/she may receive technical guidance from the Senior ICT Officer responsible for the ICT infrastructure in the region in which the field or emergency operation occurs. 

The incumbent is also responsible for the planning and delivery of ICT emergency training at the WEM (Workshop on Emergency Management) and other workshops and training events and provides support and guidance to ICT staff in the field via email, telephone, remote login, and other mechanisms as required.

The incumbent liaises directly with other members of the Emergency Unit on a daily basis and works directly with the Technical Support and Monitoring and ICT Customer Services Sections.  Furthermore s/he liaises directly with field based ICT staff to clarify, analyse and resolve reported issues and with external service providers, as required, to resolve escalated infrastructure issues.



- UNHCR has an efficient and effective ICT infrastructure in field and emergency operations.
- Service Delivery processes, policies, Service Level Agreements (SLAs) and standards are adhered to.


- Provide 2nd level support for ICT infrastructure, encompassing:
o Building relationships with the business to encourage reporting of issues.
o Resolving incidents as referred from the Global Service Desk (GSD).
o Logging all requests for 2nd level support in a timely manner.
o Providing support for infrastructure in the field via Regional ICT Officers.
o Providing direct ICT support to operations in emergency situations.
o Providing technical expertise and guidance to other field staff.
o Escalating issues to 3rd level support as required.
o Liaising with 1st level support to ensure a smooth hand-over of daily incident reports and escalations.
- Maintain the global CIMT (Central Information Management Tool) database with up-to-date and accurate information about the global ICT infrastructure and standard ICT equipment catalogue.
- Undertake needs assessment on site and installation of UNHCR ICT equipment in emergency operations.
- In consultation with the Snr. ICTO and ICTO and other local ICT staff, establish the ICT requirements in emergency and standard field operations taking into account the overall ICT strategy of the region, the operational needs and the security constraints.  Install and configure the most appropriate type of UNHCR ICT (HF, VHF, UHF, Microwave Links, Telephony (TDM, VoIP, SIP), Tele and Video Conference, satellite systems, LAN cabling, servers, printers, WAN interface) to meet the field and emergency operations immediate ICT needs.
- Maintain UNHCR ICT equipment ensuring that the equipment is in good working condition, by inspecting regularly the hardware and installations. If required, arrange promptly repairs or replacement as necessary according to established procedures.
- Maintain records of the installations and repairs/replacements done and keep the RICTO fully informed on the status of the equipment.
- Provide each office, where equipment is installed, with full information for their asset management records.
- If applicable, keep a proper inventory level of all sites spares and returns spare parts for repair/replacement.
- Provide Technical Briefing/Training on the equipment to local ICT resources and users, ensuring that they are able to maintain/use the equipment.
- Assist in the development and configuration of ICT Equipment/Kits used in field operations and emergencies.
- Improve the functionality of the equipment deployed to field and emergency operations by testing, reconfiguring, upgrading and reviewing of UNHCR ICT equipment/kits upon return from field and emergency missions.
- Deliver ICT support and training at the annual Workshop on Emergency Management events.
- Undertake other tasks or assignments within area of competence as directed by the direct supervisor and/or Head of ICT Services Centre.


- Decide on appropriate resolution to incidents / problems.
- Escalate issues to supervisor if incident / problem cannot be resolved with scope of responsibility.


- University degree in ICT or related subject.
- Formal training and certification on satellite communication and IT systems.
- ITIL certification to the V3 Foundation level as a minimum.
- A minimum of 4 years ICT experience with at least 2 years' recent experience supporting ICT infrastructure (LAN/WAN, HF/VHF radio, VSAT satellite systems, PABX, Cisco networking devices) in complex field emergencies.
- Hands on experience working on applications and experience with databases.
- Excellent knowledge of English (written and spoken)


- Hands-on experience with wireless and VoIP systems and knowledge of network monitoring software.
- Hands-on experience with current Microsoft technologies (Windows 7, Office 2010/2013, Server 2008, Active Directory, HyperV 2012, IIS, Lync, etc.)
- Experience providing ICT training to non-technical staff.
- Working experience in an international organization in various geographic locations would be an asset.
- Working knowledge of any other UN language.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
  • Organization: UNHCR - United Nations High Commissioner for Refugees
  • Location: Sanaa
  • Grade: P-2, International Professional
  • Occupational Groups:
  • Closing Date: 2016-09-26

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