Information Technology Assistant

Overview

Provide IT support services to users at FAO's Subregional Office in Tunis.

You have:

• Secondary School Education
• Three years of relevant experience in IT-support work
• Working knowledge (proficient – level C) of French
• Limited knowledge (intermediate – level B) of English
• Very good knowledge of the MS Office applications and Microsoft O365
• Basic UNDSS IT Security Awareness or equivalent
• Good understanding of the IT infrastructure and governance policies
• Microsoft Certified Solutions Associate (MCSA) for Windows 10 installation and configuration

Organizational Setting

FAO’s Subregional Office for North Africa (SNE) is responsible for developing, promoting, overseeing and implementing agreed strategies for addressing subregional food, agriculture and rural development priorities. It develops and maintains relations with subregion-wide institutions including Regional Economic Integration Organizations (REIOs). The Subregional Office is a subsidiary of FAO's Regional Office for the Near East and North Africa (RNE).

This position is located in 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 Office 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 Digitalization and Informatics Division (CSI). He / she acts independently in routine matters, in line with established policies and procedures. Supervision received is focused on the Office’s 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 CSI to ensure problem resolution and service delivery.

Key Functions/Results

• Receive and log all requests from users relating to IT services in the Service Desk System; • Provide first and second level support* (*see below) to resolve IT-related issues pertaining to FAO standard equipment; escalate those issues that cannot be solved to more experienced IT staff and/ or the technical team in CSI; 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 Office’s 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 shared drives and public e-mail folders; • Operate and troubleshoot a variety of office equipment, such as personal computers, printers, photocopiers, PDAs and 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 Requisitions, Low Value Orders and Local Orders in Oracle for hardware, software and peripherals; liaise with CSI 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 ’’Office’s work output. Actions reflect on the effective provision of the Organization's IT Service.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education Work Experience and Knowledge: Three years of relevant experience in IT-support work Languages: Working knowledge (proficient – level C) of French and limited knowledge (intermediate – level B) of English IT Skills: • Very good knowledge of the MS Office applications and Microsoft O365, systems installation and configuration, Internet and office technology equipment; • Networking and IT Equipment support; • Basic UNDSS IT Security Awareness or equivalent;

Residency: General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing visa/work permit, and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence.

Competencies

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

Technical Skills

• Good understanding of the IT infrastructure • Good knowledge of IT governance policies and procedures • Good problem solving skills related to IT issues • UNDSS Information Security Awareness Foundational • Microsoft Certified Solutions Associate (MCSA) for Windows 10 (latest version) installation and configuration

Desirable Qualifications And Skills

• Working knowledge (proficient – level C) of English and/or Arabic • At least MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification

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Potential interview questions

Added 3 years ago - Updated 1 year ago - Source: fao.org