ICT Associate

Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

UNICEF Maiduguri Field Office in Nigeria with a staff capacity of over ninety personnel including thirty international professionals works tirelessly to meet the increasing needs of the local population especially IDPs in three states in North-east Nigeria. Apart from the field office, UNICEF has two guest houses for international staff and a large warehouse which manages supplies for the host community. UNICEF has ICT installations (BGAN devices, Solar Inverters, Firewalls, Wireless Access Points, ISP Links) in all four locations with the objective of supporting efficient, effective and promptly respond to business needs of the office and clients. Currently, office has only one Senior ICT Associate which is inadequate to cater to the demands and needs of the business and clients in a highly volatile security and emergency environment. Additional burden imposed by the lack of national electricity in Maiduguri for over a year on ICT services has been significant and with the increased demands and needs warrants additional technical ICT support for timely and efficient delivery of the programme results in a challenging work environment.

Within the delegated authority and under the supervision of Senior ICT Associate or his/her designated mandated representative(s), the ICT Associate will perform procedural and some specialized activities pertaining to UNICEF’s ICT systems, which include desktop administration and server operations. Specialized activities typically pertain to the installation and routine configuration of ICT system components and user orientation. 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:

I. General ICT / Office Support: The ICT Associate will perform a full range of procedural activities 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. • 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. • Creating and assigning work orders. • 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.

II. Minimal ICT Administration: The ICT Associate is accountable for routine ICT support activities requiring thorough understanding and application of server, 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 server systems. • 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 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.

*Results/expected outputs: The work of the ICT Associate impacts on the delivery of routine ICT administration activities that are closely interrelated with the work of other members of the ICT team to which assigned. The work performed affects not only the functionality of fundamental ICT systems, but also the operational efficiency of staff throughout the organization. Indirectly his/her work impacts on delivery of organization-wide programmes.

The ICT Associate will play a key role in providing ICT customer service support (second level) and minimal troubleshooting tasks. The incumbent will routinely work closely with colleagues in ICT on crosscutting issues and with client departments and staff in the handling and resolving of routine as well as minor specialized processes and delivery of ICT services. These relationships are important to ensure that (a) client needs are met expeditiously, (b) ICT systems are functioning as designed and (c) UNICEF’s staff are kept aware of new software releases, tools and equipment.

A. Core values: • Care • Respect • Integrity • Trust • Accountability

B. Core competences: ▪ Demonstrates Self Awareness and Ethical Awareness (1) ▪ Works Collaboratively with others (1) ▪ Builds and Maintains Partnerships (1) ▪ Innovates and Embraces Change (1) ▪ Thinks and Acts Strategically (1) ▪ Drive to achieve impactful results (1) ▪ Manages ambiguity and complexity (1

Computer Science, Information Systems, Telecommunications, Engineering and/or related fields. • Secondary education may be acceptable if supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering and six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving. • ITIL Foundation Certificate or equivalent customer support certification is an asset. • Experience in providing assistance to users on IT products and services and use of applications and diagnostic tools is required. • Practical experience in providing technical and business Customer Support and Services is required. • Practical experience and working knowledge of various computer platforms and applications is required.

Maiduguri is the capital city of the Borno State in North-eastern Nigeria. The current security Level is 5, which is only one step below the highest security level classification inthe UN (the highest being 6). UN Staff movements are restricted and must comply to UNsecurity measures. Living conditions are demanding and candidates should be prepared toconsider this a hardship post. The local populations are mostly Muslim including Kanuri,Hausa, Shuwa, Bura, Marghi, and Fulani ethnic groups. There is also a considerable Christian population and people from other parts of the country such as the Igbo, Ijaw, and Yoruba. There is a large community of national and international personnel from the UN and from INGOs. Some basic facilities are available. The city has an international Airport which caters to international as well as domestic flights. There are regular direct flightsfrom Maiduguri to Abuja (the capital city) and Lagos in the Southwestern part of the country. In addition, the UNHAS also operates regular flights from Maiduguri to the deep fields of the State to support operational activities of the humanitarian response. The climate is hot semi-arid, especially in the dry season where it can go beyond 40°C. It is advised that staff members reside within the safe parameter assessed and cleared by UNDSS.