Consultancy Title: Senior ICT Associate (5 Months) Amman-Jordan

Contract

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UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, access

Purpose of Activity/Assignment:

The assignment of Senior ICT associate is to perform procedural and specialized activities pertaining to UNICEF’s ICT systems, including Helpdesk support, desktop administration and cloud servers/services operations hosted in Azure/Aws. Specialized activities typically pertain to the installation and routine configuration of ICT system components and user orientation, managing Azure hosting, and supporting with infrastructure components. Procedural activities include all other processes that may not require the application of specialized information technology training and knowledge, such as maintaining technical and user documentation and/or serving as focal point for receipt and processing of user requests.

How can you make a difference?

1.Timely and proper Info Communication Technology support is provided to users, SMEs and ICT Management for maintaining the organization’s computer systems infrastructure:

ICT Associates at this level perform a full range of procedural activities in support of ICT to ensure effective communications with client departments/divisions/offices and efficient provision of support to other ICT staff activities include:

•Providing first-level support that includes receiving, processing, and logging service requests.

•Provides users with solutions to identified incidents, requests, or services interruptions; provides timely feedback, status or progress report as per established policies and procedures; provides the Forward Schedule of Changes for planned and short-term changes in service levels

•Ensures effective customer support in the area of Information Technology and Telecommunications by providing computer training as well as troubleshooting and ad- hoc technical assistance to the users. Support the development of an office training and support plan based upon the organizational requirements and an assessment of staff competencies and needs.

•Managing lifecycle of ICT incidents assigned to him/her in service management tool.

•Providing support in conferencing with ICT and audiovisual equipment as and when requested.

•Maintaining and updating files (electronic and paper) and internal databases.

•Maintaining ICT inventory, manuals, and other documentation. This may require the incumbent to lift, move, mount, or store equipment.

•Works closely with RO and HQ colleagues to resolve technical incidents and problems from their roots while applying quick workarounds to avoid work disruptions.

•Analyses problems, identify alternatives, tests, recommends, and implement solutions

•Support in creating and assigning Helpdesk work orders to different team members.

•Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose, and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed

•Provide management reports on help desk operations and issues, including recommendations for areas of service or technology improvements

2.ICT infrastructure, Cloud systems, Azure services and applications are properly administered in compliance to UNICEF’s Security policies, standards and procedures.:

ICT Associates is accountable for specialized support routine ICT activities requiring thorough understanding and application of cloud servers/services, operating system, hardware and software documentation and functionality.

Activities include:

•Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.

•Assisting in routine operation and monitoring of Azure cloud servers and services.

•Providing second-level user support/troubleshooting.

•Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.

•Performing backups of cloud servers following standard backup procedures.

•Assisting in the generation of computer reports.

•Providing on-the-job orientation for users in the use of ICT systems.

•Supports the administration of the common premises, including through management of contractors for IT and communication services for the common premises.

3.ICT Inter-Agency support and Business Continuity is well maintained

•Support Head of ICT formulates and maintains the ICT component of the Business Continuity Plan (ICT Disaster Recovery Plan).

•Support in Conducting periodical tests of the ICT DRP (Disaster Recovery Plan), reports and recommends for improvement.

•Support Head of ICT with Inter-Agency ICT Working group to leverage resources from UN sister agencies.

•Ensures maintenance of the ICT components of the MOSS (Minimum Operating Security Standards) requirements for the office.

•Provide support for emergency communications equipment including but not limited smartphones, Portable Satellite Devices, Radios in cooperation with UN Agencies

4. Assignments of additional duties and responsibilities are effectively performed.

Performs any additional assignments as requested by the supervisor.

To qualify as an advocate for every child you will have…

• Education: Bachelor’s degree in related fields in Information technology
• A minimum of At least 1 year of experience in supporting Cloud Technologies, ITIL certification is a plus At least 7 years of Helpdesk Support and management experience
• Fluency in English is required.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA).

To view our competency framework, please visit here.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need a reasonable accommodation during the selection process and afterwards in your assignment.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Remarks:

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.

Child Safeguarding remarks

This position is not considered an elevated risk role. However, UNICEF reserves the right to conduct further vetting/ assessment within the scope of child safeguarding as appropriate.