Information Technology Associate

Overview

Provide IT support services and ensure quality delivery of IT services

You have:

• Secondary School Education.
• Five years of relevant experience with IT-support work.
• Working knowledge of English (proficient - level C).
• Excellent knowledge of the MS Office applications, Internet and office technology equipment.

Organizational Setting

FAO's Subregional Office for the Pacific Islands (SAP) is responsible for developing promoting, overseeing and implementing agreed strategies for addressing regional food, agriculture, rural development priorities. It develops and maintains relations with subregion-wide institutions including Regional Economic Integration Organization (REIOs). It assists the FAO representations in the subregion with addressing food security, agriculture and rural development issues at country level. The Subregional Office is a subsidiary of the FAO Regional Office for Asia and the Pacific (RAP).

The post is located in SAP and based in Apia, Samoa.

Main Purpose

The Information Technology Associate plays a lead role in the coordination of high level and specialized Information Technology (IT) support services. He/ she ensures quality, transparency and consistency of IT service delivery, requiring in-depth knowledge and interpretation of relevant policies and guidelines in line with established IT procedures and Service Level Agreements (SLAs). The incumbent provides procedural guidance to managers and staff.

Supervision Received/Exercised

The Information Technology Associate reports to the Administrative Officer and will receive technical guidance from the Information and Communications Technology Officer in RAP and follows technical standards and procedures established by the Digitalization and Informatics Division (CSI). Work is performed autonomously, showing a strong sense of initiative, responsibility and independent judgment. The supervisor focuses on facilitating service delivery and collaboration with related services. The incumbent may supervise and/or coordinate the work of other information technology support staff.

Working Relationships

The Information Technology Associate maintains constant interaction with colleagues in CSI and users across the department/ organization to provide and manage IT support services and seeks feedback to enhance systems. Matters are often complex, requiring analytic judgment and the ability to lead technical discussions.

Key Functions/Results

• Provide experienced and specialized support for divisional/cross-divisional information systems and/or self-managed servers, including version management, data recovery and user access; perform ongoing reviews with users and developers and respond to users' requests; provide technical support and training to users when necessary; • Receive and log all requests from users relating to IT services in the Service Management Portal (ServiceNow); provide 1st and 2nd level* (*see below) support for divisional/cross-divisional users to resolve issues regarding the full range of computer applications as well as standard and non-standard hardware, software and peripherals (CD-writers, scanners, USB-drives, etc.); act as liaison between users and CSI for resolution of complex or persistent issues that cannot be solved directly; monitor progress and ensure problem resolution; • Assist in complex tasks related to web publishing and media production and provide support on how to make most effective use of information technology; • Deploy and configure hardware and software, including non-standard equipment that has been cleared for use as per established policies and procedures; assist in implementing procedures for data backups; • Ensure user access to the corporate/divisional/cross-divisional 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 divisional/cross-divisional 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; • Advise divisional or cross-divisional staff on the selection of both standard and non-standard IT hardware and software, carry out market research on availability and pricing and liaise with external suppliers as appropriate; • 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 POs and LO's, technically clearing PR's, LVO's and LO's in Oracle for hardware, software and peripherals; liaise with CSI for clearance of non-standard equipment and software; • Manage the divisional/cross-divisional pool of IT equipment and local stock of IT supplies and materials: maintain the inventory and assets in the Service Management Portal (ServiceNow) and GRMS fixed assets; ensure that software licenses are legally acquired and formally recorded; • Process separation clearance as per established procedures; • Provide hands-on assistance to users in organizing presentations and setting up audio-visual equipment; • Draft technical documentation and reports; • Provide user guidance and training on IT equipment and services; contribute to the IT knowledge base, and train other Information Technology Assistants; • Keep abreast of developments in technology and work with CSI to recommend improvements to hard- and software; • Perform other duties as required.

Impact of Work

The incumbent plays a lead role in the overall provision of FAO information technology services. He/she plays a lead role in the coordination and provision of the information technology support services for the successful achievement of the Office's mandate.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education. Work Experience and Knowledge: Five years of relevant experience with IT-support work. Languages: Working knowledge (proficient - level C) of English. IT Skills: Excellent knowledge of the MS Office applications, Internet and office technology equipment.

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

• Thorough understanding of IT infrastructure. • Thorough knowledge of IT governance policies and procedures. • Thorough problem solving skills related to IT issues.

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Potential interview questions

Added 2 years ago - Updated 1 year ago - Source: fao.org