Information Technology Assistant

The primary focus is on the areas of IT support and local IT operations, user and desktop support (hardware and software), and helpdesk. Performs a variety of information technology support duties to ensure smooth delivery of the corporate IT services. Monitors, operates, or coordinates and assists others in the IT support and operation, in particular with the regional ISD in order to achieve desired results The IT Assistant is accountable for the IT support and operation at the level of the country office and she/he is responsible to understand the corporate setup, rules, regulations and policy and fulfil all the needed competences, skills and certifications needed.

Tasks and responsibilities

The IT Assistant will provide support in the following areas:

User Support • Provide prompt and efficient technical support to users, addressing their queries and resolving hardware and software-related issues • Assist in the setup and presentation of display materials and video Conferencing events, ensuring smooth communication and collaboration • Provide orientation to new users on IT rules and regulations, in particular, related to equipment, printers, scanners, and IT security matters; • Provide clear instructions to users on existing technology and potential use (OneDrive for Business, Team-works, MSOffice, Intranet, Skype for Business, etc.); • Provide instruction to users on guidelines, policies, and standards to ensure compliance and best practices.

Service Desk and issue resolution

• Receive, log and monitor IT-related requests, in the Service Desk LANDesk system, resolve IT-related issues pertaining to FAO standard equipment, escalate those issues that cannot be solved to the IT Group of the Regional Office, and monitor progress and resolution. • Provide support to missions from Regional Office, Headquarters, or internal missions within the Decentralized Office. Network and connectivity • Assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and maintaining the respective office connectivity contract; • Maintain the office technology maps up to date, the architecture and technical specification of the network

Infrastructure (LAN and WAN);

• Ensure network security by following established policies and promptly reporting any detected problems or vulnerabilities. IT Equipment • Keep track of IT assets and maintain the local office IT inventory list up-to-date; • Monitor IT equipment expiry dates on a monthly basis and take upgrading/replacing measures in time; • In case of equipment to be granted to external organizations, follow the MS502 procedures and inform the ISD accordingly; • Assist to assign new equipment and update the IT equipment inventory list on the regional assets record on regular basis.

Corporate and non-corporate software

• Ensure that all the official equipment (desktop and laptop) in the office are up to date in terms of the corporate policy and requirements; • Inform users that all the non-official equipment cannot connect to the corporate network or using corporate services, except Wi-Fi public internet connectivity; • For all non-corporate software follow the clearance process and ensure that no non-corporate software is installed in FAO equipment without official clearance; • Ensure security and privacy of user identity (user credentials) and data managed by the user, following the relevant corporate policies. Troubleshooting: • Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD; • Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate Service Management system; • Fulfill requests the SLAs, and when this is not possible to escalate the issue to the regional ISD; • Manage all troubleshooting through helpdesk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system.

Planning and proactive work

• Support regional ISD providing all the needed assistance in terms of the ABC categories timely (IT Management and Support matters); • Identify the future needs in the office in terms of equipment, connectivity and moves, timely informing the ISD; • Perform a simulation of the Disaster and Incident recovery plan, reporting to the regional ISD about the planning, execution lesson learnt and proposed improvements; • Be aware of all the IT Division policies and ensure to follow them accordingly. • Reporting to IT Manager • Weekly report on all IT services, Internet, emails, laptop/desktop systems; • Weekly report on UPS backup time and maintenance log update; • Weekly report on troubleshooting, errors and solutions; • Weekly report on network/ Network printer troubleshooting; • Weekly report on physical condition of IT equipment providing timely reports to the regional ISD for IT record.

Other tasks

• Provide IT assistance to staff and visitors for organizational-related issues; • Perform any other duty assigned by the regional ISD related with the IT Services; • Stay committed and ready to take up any assignment given by supervisor and senior management (FAOR).

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• National of the country of assignment or with a valid working permit; • University degree in a field related to Computer Science, Information Technology or a related field; • Three years of relevant experience in IT-related work; • Working knowledge of English

FAO Core Competencies

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