I. Organizational Context and Purpose for the job:
Job organizational context:
Information Technology has become key in UNICEF business processes, leading to efficiency via automation and improved flow of information. As part of ICT unit responsibilities and work-plan, and within the framework of regular and L3 Emergency requirements, the ICT assistant performs functions to maintain smooth, resilient and sustainable ICT services.
The incumbent participates in ICT work force to strengthen innovation and supports its ideas. In addition to maintaining Knowledge tools on Teams Site.
The incumbent reports to the ICT Officer.
Purpose for the job:
ICT Assistant is responsible to provide ICT support for users in Beirut office, and Zonal Offices., ensuring that effective and efficient solutions are provided to all incidents and queries on ICT operations and services. Being in emergency situation, the incumbent should have experience with radio programming and data/voice satellite systems.
The incumbent maintains and develops Innovation ideas and knowledge management tools, by participating in and supporting pertaining activities (digital labs/ eTools), and continuously managing content of the Lebanon Teams Site, while performing coding requirements.
II. Key function, accountabilities and related duties/tasks:
Summary of key functions/accountabilities:
1- Timely and effective user support is provided on an on-going basis, by assisting in managing ICT systems and services, and performing first line support functions. Including pre-configuration of hardware and induction for new users.
Swiftly responds to incoming calls and communication for customer/business services; updates incidents status in ICT Helpdesk tools, and provides first time answers and resolution as possible.
Performs on-site, or via remote access tools (TeamViewer), resolution of user ICT problems and issues
Configures laptops and Motorola radios for new users, with standard software/ code-plug and office services (printing, Digital Sending, etc.).
Regularly visits Knowledge-Base in Service Manager to learn about other offices issues already addressed, and help local users, and build local KM database in ICT Helpdesk tool..
Creates Service Manager interactions and incidents for calls that cannot be resolved locally, and seeks assistance from ICT Officer, RO and HQs as needed.
Tracks and monitors HQs Service Manager and local ICT Helpdesk calls and throughout their life-cycle, including verification and closure.
Supports project-roll outs and implementation of new ICT initiatives.
Supports ICT solutions using corporate systems and software, and builds own capacity, then convey training to users.
Analyzes problems, identifies alternatives, tests and recommends solutions.
Timely and proper Info. Communication Technology support is provided to users in Beirut Main office and four zonal locations.
Provides users in Beirut main office and Hub locations in Qobeyat, Tripoli, Zahle and Tyre, with adequate solutions to identified incidents or service interruptions.
Programs digital and Analog Motorola radios for emergency use
Programs Satellite phones and modems (Iridium, Thuraya, BGAN) and activates access.
Programs, configures and generates reports on access control media: doors, proximity cards.
Configures and generate reports on phone billing system.
Logs calls and incidents using adequate technical means
Undertakes Field visits to zonal offices, providing support and training to users.
Electronically documents every ICT function to ensure Business continuity and undertakes electronic filing . users feedback on UNICEF systems function.
Innovation Ideas & Knowledge Managements tools/Teams Site are efficiently maintained and supported.
Participates in e-Tools deployment and support for users.
Participates in planning, development and deployment of new innovation ideas.
Coordinates with Innovation Team the introduction of new ideas, and participates inpreparations, process, implementation and deployment.
Provides business and technical support to Innovation labs and pertaining incubators in Beirutand zonal office
Programs and updates Lebanon Teams Site page using SharePoint, and keeps it enhanced with new features and attractive data models.
Participates in all office section meetings in Beirut and Zonal offices to efficiently reflect sections' activity planning and monitoring in Teams Site
Continuously coordinates and follows up with all sections to build, maintain and manage content of the Team Site
Works on SharePoint to update ICT Help Desk system and generates statistics as needed.
Manages electronic filing for office data on SharePoint, and maintains usage quota.
Documentation of ICT processes and tools, and training on new technologies are regularly provided to users in main and Zonal Offices, in order to maintain internal ICT knowledge alignment, access, continuity and adequacy.
Ensures Office ICT processes and UNICEF guidelines/procedures, are well documented and shared with users.
Generates and updates an "ICT Operations Manual" and "ICT welcome package", including a guide on all services provided in the office.
Undertakes induction orientation for new users, covering corporate systems and remote access tools
Provides support in the training, development and distribution of user instructions and other related materials.
Organizes periodic training sessions on emerging technologies adopted by the office, allowing to leverage ICT literacy and knowledge among users in main office and in the field.
Manage Inventory of ICT equipment and Hardware maintenance
Maintains record of maintenance visits to office ICT equipment, follow up on companies as needed, and follow-up on contracts renewal
Maintains ICT inventory files for all IT and Telecom hardware, software, IPs, applications distribution
Monitors consumables, and coordinate requests with Admin as per the need
Prepares PSB list of ICT hardware
Coordinates hardware repairs.
Maintains electronic archiving of purchasing documents.
Assignments of additional duties and responsibilities are effectively performed.
Performs any additional assignments as requested by the supervisor.
III. Impact of Results:
Impact of the responsibility is critical, as it affects the whole ICT operation activities.
Scope of the responsibility of the job is to support the ICT function in Lebanon office.
Incumbent assists the ICT Officer in managing ICT systems and services, as well as providing assistance to users.
Scope of responsibility requires undertaking field visits and coordinating support with Chiefs of Zonal Offices.
The incumbent performs first line support services, and decides on the handling of user incidents and problems including priority and escalation, requiring interpretation of relevant guidelines and standards.
The incumbent is expected to make recommendations on improving ICT support, systems and service delivery with productivity, efficiency and effectiveness.
Work targets and priorities are established by supervisor on the basis of corporate priorities and Section's Work-plan, the matter that requires organized and systematic work and strict personal management skills.
IV. Competencies and level of proficiency required:
Diversity and inclusion
Working with People (II)
Drive for Results (II)
Applying Technical Expertise (II)
Planning & Organizing (II)
Following instructions and Procedures(II)
V. Recruitment Qualifications:
Completion of Secondary education supplemented with formal training (at university level) in Management Information Systems (MIS), Computer Science, Business Administration or computer related certification (e.g., ITIL Foundation or equivalent customer support).
Computer and Telecom, literacy and the ability to effectively use standard office and Motorola radio software, computer and satellite tools and technologies.
Five years practical professional work experience in information and telecommunications technology, as well as systematic methods of troubleshooting and analytical problem solving, providing assistance to users on ICT products and services, and use of applications and diagnostic tools. Practical experience with various computer and radio platforms and applications: operating systems, email and database systems, Office 365, Help Desk software (Service Manager), programming Motorola hand-held and vehicle radios, advanced PC/laptop/printer installation, configuring and setting-up satellite modems, configuration, troubleshooting and repairs, remote access tools and support. Working with ITIL standards for deployment of systems and providing ICT support is an asset.
Work experience in emergencies is an asset.
Basic knowledge of SAP is an asset.
Language Requirements:Fluency in English and Arabic is required. Working knowledge of another UN language an asset.
UNICEF is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all national, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of our organization. To apply, click on the following link http://www.unicef.org/about/employ/?job=501415