ICT Support Associate

Senior

Overview

Provide comprehensive ICT services and user support for UNDP.

You have:

• Secondary education is required.
• A university degree in Information Technology/Computer Science or equivalent field will be given due consideration, but it is not a requirement.
• Minimum of 6 years (with secondary education) or 3 years (with bachelor’s degree) of relevant experience in Information Technology/Computer Science.
• Experience in office365 applications including SharePoint.
• Experience in organizing online web conferences e.g. Zoom, MS Teams, Cisco Webex etc.
• Experience in managing Alcatel PBX System.
• Fluency in English and Hindi is required.
• Microsoft Certified Professional (MCP).

Contract

This is a NPSA-6 contract. This kind of contract is known as National Personnel Services Agreement. It is normally only for nationals. It usually requires 6 years of experience, depending on education. More about NPSA-6 contracts.

Background

Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

Working under the guidance and direct supervision of the ICT Associate (G7), the ICT Support Associate delivers comprehensive ICT services to all UN agencies located on the premises and provides remote support to programme and project staff across India. The role encompasses: • Onsite and Remote ICT Support: Ensuring smooth daily operations of information management tools and technology infrastructure for a large Country Office. • Administrative ICT Support: Assisting the ICT Unit in managing and maintaining technical systems and documentation. • User Support: Providing timely technical assistance and troubleshooting to ensure uninterrupted workflow for all staff. The ICT Support Associate champions a client-focused approach, fostering efficiency and responsiveness to the evolving technological needs of the organization.

Duties and Responsibilities

1. Supports implementation of ICT management systems and strategies, focusing on achievement of the following results: • Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment. Docusign Envelope ID: 6C4F694E-DAE4-40A6-8649-4791F668F3EA • Facilitate meetings and provide A/V Support. • A/V Support Technician will conduct regular preventive maintenance of A/V System such as Video Conference, Projectors, Matrix Switcher, Crestron Controller, Speaker and mic system etc • Should have knowledge of Video Switching Equipment’s Scalars & Switchers of Kramer & Extron, Audio mixers, Microphones and other Audio products.
2. Ensures effective functioning of the CO hardware and software packages, focusing on the achievement of the following results: • Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs. • Assistance in the installation of commercial and in-house developed software and related upgrades • Assistance in upgrading patch and anti-virus programs on a timely basis. • Ensure projectors & screens are focused and calibrated to fit screen and check the video signal and color quality. Ensure the lens & filters are clean. Check the Lamp hours and if replacement is needed to be planned. • Daily and Monthly reports of calls from the EPABX system should be fetched and forwarded to the Line manager. • First Level support to Alcatel & Zoom Telephony cloud based PBX
3. Supports networks administration, focusing on achievement of the following results: • Assistance in troubleshooting and monitoring of network problems. • Response to user needs and questions regarding network access. • Assistance in backup and restoration procedures for local drives. Maintenance of backup logs. Assistance to organization of off-site storage of backups.
4. Provides administrative support, focusing on achievement of the following results: • Maintenance of an up-to-date inventory of software and hardware. • Maintenance of a library of ICT related reference materials. • Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit. • Should have knowledge of Video Switching Equipment’s Scalars & Switchers of Kramer & Extron, Audio mixers, Microphones and other Audio products should be well versed with Operation of Polycom MCU for day-to-day operations & ISDN connectivity.
5. Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on the achievement of the following results: • Participation and assistance in the organization of training for the CO staff on ICT issues. • Sound contributions to knowledge networks and communities of practice.

6. Supports the implementation of locally developed applications, focusing on the achievement of the following results: • Collaborate with the ICT team and relevant stakeholders to facilitate the deployment of locally developed applications in the office. • Coordinate with developers and end-users to gather feedback for improvements and updates. Docusign Envelope ID: 6C4F694E-DAE4-40A6-8649-4791F668F3EA • Maintain documentation of application usage, support requests, and resolutions for reference and analysis

   The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Institutional Arrangement

This will be a shared position through common services account of all UN Agencies located in the UN House and will report to UNDP’s Head of ICT.

Reporting To: UNDP’s Head of ICT (ICT Associate)

Reportees to this position: Not Applicable

Competencies

Core Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination Cross-Functional & Technical competencies (insert up to 7 competencies)

Thematic Area Name Definition Business Management Customer Satisfaction/Client Management Ability to respond timely and appropriately with a

sense of urgency, provide consistent solutions, and

deliver timely and quality results and/or solutions

to fulfil and understand the real customers' needs.

Provide inputs to the development of customers

service strategy. Look for ways to add value beyond

clients' immediate requests. Ability to anticipate

client's upcoming needs and concerns.

Information Management &

Technology

Network, Communication and

Infrastructure Management

Ability to

develop/integrate/operate/manage

IT network, communications,

Cloud or on-premises infrastructure, and new

technologies like IoT. Cisco CCIE

CCNP or similar is desirable

Information Management &

Technology

IT Research and Development Regular following new technologies

and technical trends, research the

technologies that are applicable

and beneficial to the organization

and develop the

systems

Information Management &

Technology

IT Customer Support Ability to support customers on IT

related issues and generate and

contribute to continuous

improvement processes to deliver

a great user experience.

Knowledge of ISO 9001 desirable.

ITIL certification or similar is

desirable.

Minimum Qualifications of the Successful NPSA

Min. Education requirements - Secondary education is required. - A university degree in Information Technology/Computer Science or equivalent field will be given due consideration, but it is not a requirement.

Min. years of relevant work experience - Minimum of 6 years (with secondary education) or 3 years (with bachelor’s degree) of relevant experience in Information Technology/Computer Science.

Required skills - Experience in office365 applications including SharePoint - Experience in organizing online web conferences e.g. Zoom, MS Teams, Cisco Webex etc. - Experience in managing Alcatel PBX System.

Desired skills in addition to the competencies covered in the Competencies section - Good working knowledge of Cisco Meraki - Experience and knowledge of Cloud telephony e.g. Zoom - Experience of working with international organizations including the UN will be desirable.

Required Language(s) - Fluency in English and Hindi is required.

Professional Certificates - Microsoft Certified Professional (MCP)

Remuneration starting at INR 11,73,913.48/-(Annual) / INR 97,826.12/-(Monthly) as per the scale depending on qualifications and experience. The remuneration is excluding 8.33% pension amount paid over and above the salary.

Disclaimer

Important information for US Permanent Residents ('Green Card' holders)

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Non-discrimination

UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.

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Potential interview questions

Added 1 year ago - Updated 1 year ago - Source: jobs.undp.org