( offre en anglais ) Food and agriculture organization of the United Nations is looking for information technology assistant Retour vers les opportunités

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Information Technology Assistant

Job Posting

: 28/Jun/2019

Closure Date

: 19/Jul/2019, 11:59:00 PM

Organizational Unit: SNE

Job Type

: Staff position

Type of Requisition: General Service

Grade Level: G-4.

Primary Location

: Tunisia-Tunis

Duration: Fixed term: one year with possibility of extension

Post Number: 2002256

CCOG Code: 2105

IMPORTANT NOTICE: Please note that Closure Date and Time displayed above are based on date and time settings of your personal device

Organizational Setting

This position is located in the FAO Subregional Office for North Africa based in Tunis, providing information technology support services to the users.

Main Purpose

The Information Technology Assistant provides a large variety of standard Information Technology (IT) support services that contribute to the smooth and effective running of the IT equipment, systems and software applications of the division/department in line with established IT procedures and Service Level Agreements (SLAs).

Supervision Received/Exercised

The Information Technology Assistant reports to a Senior Professional staff and follows technical standards and procedures established by the IT Division. He/she acts independently in routine matters, in line with established policies and procedures. Supervision received is focused on divisional/departmental IT priorities, in particular the meeting of timelines and the quality of support given to clients, and ensures learning opportunities.

Working Relationships

The incumbent has frequent interaction with staff at all levels within the work unit to resolve routine IT-related problems and coordinate IT service delivery. He/she works closely with the IT Division to ensure problem resolution and service delivery.

• Receive and log all requests from users relating to IT services in the Service Desk System;
• Provide first and second level support[1] to resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be solved to more experienced divisional/departmental IT staff and/or the technical team in the IT Division; monitor progress and ensure problem resolution;
• Deploy and configure standard desktops and laptops in line with established policies and procedures; assist in implementing procedures for data backups;
• Ensure user access to the corporate/divisional/departmental IT infrastructure: set up network services according to established policies and procedures (e.g. e-mail accounts and user access profiles, file share security); manage divisional/ departmental shared drives and public e-mail folders;
• Operate and troubleshoot a variety of office equipment, such as personal computers, printers, photocopiers, smartphones, and maintain IT stationery supplies;
• Provide user guidance and training on IT services and contribute to the IT knowledge base;
• Manage the divisional/departmental pool of IT equipment and local stock of IT supplies and materials: maintain the inventory and assets in the Service Desk System and GRMS fixed assets; ensure that software licenses are legally acquired and formally recorded;
• Provide hands-on assistance to users in organizing presentations and setting up audio-visual equipment;
• Assist in the planning and procurement of IT-equipment and software, based on established equipment life cycle processes: provide specifications for the purchase of hardware, software and peripherals and assist users in the preparation of IT-related Purchase Orders and Local Orders, technically clearing Purchase Requisitions, Low Value Orders and Local Orders in Oracle for hardware, software and peripherals; liaise with the IT Division for clearance of non-standard equipment and software;
• Process separation clearance as per established procedures;
• Perform other related duties as required .

Impact of work

The incumbent’s work impacts on the timely and efficient delivery of the division’s/department’s work output. Actions reflect on the effective provision of the Organization’s IT Service.

Competencies

• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement

• Good understanding of the IT infrastructure
• Good knowledge of IT governance policies and procedures
• Good problem solving skills related to IT issues

DESIRABLE QUALIFICATIONS AND SKILLS

•  Working knowledge of Arabic

Level 1 provides support for received calls from users and solve technical issues if technically able to do so, coordinating responses to/from 2nd level teams and generally managing the users’ requests for support in all areas of IT.  Examples of activities performed at 1st level are: basic trouble-shooting providing information relating to hardware and software models, and existing policies and procedures, basic account management functions, data transfers, drafting of technical documentation and process flows.

Level 2 support builds on Level 1 activities and provides support for incidents or service requests of moderate complexity such as: recommending acquisition of hardware, software, devices, tools; complex software and hardware troubleshooting; maintaining inventories; desktop and laptop deployment and configuration; simple user account administration; website development and updates; configuration and testing of hardware and software; assistance in testing and evaluation of new products and technologies; information systems monitoring and support; and, maintaining information systems such as databases .

GENERAL INFORMATION

• AFAORs shall be granted fixed-term appointments for such period or periods as the Organization may determine and having an expiration date specified in the letter of appointment or extension. Notwithstanding the foregoing, the total length of service shall not exceed five years. Appointments, including extensions, do not carry any expectation of renewal or of conversion to another type of appointment. However, this does not preclude the incumbents from applying to other positions in the Organization .
• Staff members in this category are recruited locally and paid according to a local salary scale. Salary scales are reviewed periodically on the basis of comprehensive surveys of the best prevailing conditions of employment in the locality. 
•  FAO reserves the right not to make an appointment, to make an appointment at a lower grade, or to make an appointment with a modified job description.

CONDITIONS OF SERVICE

A competitive compensation and benefits package is offered. For information on UN salaries, allowances and benefits, click on the following link: https://icsc.un.org/Resources/SAD/Booklets/sabeng.pdf

FAO encourages a positive workplace culture to increase inclusivity and diversity within its workforce. FAO applies measures in which all staff members contribute equally and in full to the work and development of the Organization. This includes:

• elements of family-friendly policies
•  flexible working arrangements
• standards of conduct