IT Operations Assistant SSA-5

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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

ABOUT WFP

The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

WHY TO WORK AT WFP?

Join us to make a difference!

SAVING & CHANGING LIVES ❤ Make a difference, the world will notice. We are driven by our mission to fight world hunger and feed people’s dreams of a brighter future.

GLOBAL COMMUNITY 🌍 Build bridges that unite people across the world. Being part of a global, diverse and multicultural community like WFP, will continuously expose you to new ideas and perspectives.

UNLIMITED POSSIBILITIES 💡 Unlock possibilities you never thought you'd find. WFP goes anywhere it is needed and does whatever it takes to get the job done.

ORGANIZATIONAL CONTEXT

Under the general supervision of the Head of Support Services and the direct supervision of the Head of ICT Services. The ICT Operations Assistants work in a team and are expected to produce organised and accurate technical work the incumbent will assist the team with day-to-day IT Service Desk. Active Directory (including on-prem and Azure AD, DNS, DFS, DHCP). patch management implementation, operations, and procedures. Security and defects vulnerability assessment, review and evaluate remediation plans and Documentation of procedures, create network implementation plans and network diagrams. Install, maintain and update the operating systems on the physical and virtual servers as well as the Microsoft server software.

JOB PURPOSE

To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.

KEY ACCOUNTABILITIES (not all-inclusive)

1. Support the engagement with Jordan CO business unit to support in identifying requirements for the high-level design and deployment of technology solutions and systems to support digital services.
2. Build relationships with key stakeholders to understand their needs and provide appropriate technical solutions.
3. Provide analysis to enable the decision on solution design such as build or buy.
4. Liaise with colleagues in HQ and RBs to solicit input and review in line with the Federated Software Development Network.
5. Contribute to the capability building of Jordan staff through supporting appropriate training programs aimed at developing skills knowledge in IT and digital solutions.
6. Provide first/second level helpdesk support onsite or remote technical support for simple and complex customer environments
7. Monitor Jordan CO and field offices support tickets using our internal ticket tracking system and perform analysis and draft reports.
8. Escalates and coordinates with higher Support Levels whenever required.
9. Ensures in scope infrastructure components are checked regularly, updated, and secured.
10. Willing to work occasionally on short notice due to emergencies (i.e., Deploy a security patch on a firewall to mitigate a vulnerability risk)
11. Create reports as needed, including Capacity & Performance, Availability, SLA, Volumetric, and others.
12. Keep informed of emerging and developing technologies in Information Technology, focusing on OS Windows End User, OS Windows Server, and Office 365 with enterprise telephony.
13. Perform diagnosis, troubleshoot, and conduct root-cause analysis updating the incident tickets.
14. Support to Plan, configure and deploy projects for our customers, including infrastructure rebuilds, cloud migrations, and network redesigns.
15. Ability and willingness to reach out for assistance when required to ensure that all technical issues are resolved as efficiently and timely as possible.
16. Ability and willingness to provide backup for any role in the service department as required
17. Provide consistent quality customer service to both internal and external customers that meet or exceed the organization standards.
18. Manage and report time accurately as per assignments.
19. Perform other related duties as required

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. Bachelor degree in Computer science, computer Engineering, IT, BIS or any relevant field will be considered an addition.

Experience: Four or more years of progressively work experience in ICT technical support.

Experience in network operations, implementation, and understanding of Windows environments to ensure high availability.

Proven ability in helping partners build a Microsoft best practice solution process and understanding of office 365 offerings.

Experience in network operations, implementation, and a good understanding of LAN/WAN and firewall management methodologies.

Solid understanding of switching / Routing/CISCO ISE/CUCM and enterprise contact centre/VPN Concentrator/ IDS/IPS / Firewall products range

Knowledge of ITIL v4 Foundation CNNA, MCSA, Microsoft Azure certifications would an asset.

Language: Fluency in both oral and written communication in English & Arabic.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Excellent communication skills are required. Must be courteous, punctual, conscientious, patient, dependable, enthusiastic, and self-motivated
• Ability to work with people from different backgrounds.
• Demonstrate confidence and cognitive capacity to assimilate different perspectives and formulate solid recommendations.
• Ethics & Values, Team Work, Client Orientation, Cognitive Capacity, Stress Resistance, Behavioral Flexibility.
• Ability to provide the first level of support to users requesting help with software, hardware, telephones, printers

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
• Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
• Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
• Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
• Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
• Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
• Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
• Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
• Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
• Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
• Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
• Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

FUNCTIONAL CAPABILITIES

Capability Name Description of the behaviour expected for the proficiency level Governance, Strategy and Architecture Demonstrates awareness of overall IT governance structure and system architecture development to support the process and assist in design of interaction between systems. Change Implementation, Project management, Planning and Optimization Has basic understanding of project management principles to provide basic estimates on timing, resource utilisation and costs to facilitate the project planning process. Technical Expertise Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference. Service Management Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction. Client Management Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions. Procurement and Contract Management Assists in the technology selection process by collating information on vendors and/or products for evaluation against criteria.

TERMS AND CONDITIONS

Applications must be submitted online through WFP e-Recruitment System

• Internal WFP staff can access the VA through the internal WFP CAREER page via the link: http://newgo.wfp.org/services/e-recruitment
• External applicants are kindly requested to follow the link: http://www1.wfp.org/careers/job-openings
• Make sure that you answer all mandatory questions accurately and to attach your updated CV in English. Only short-listed candidates will be contacted.

Join WFP to be part of saving lives and changing lives: https://www.youtube.com/watch?v=N4rFCbNDXiw&feature=youtu.behttp://ar.wfp.org/videos/recruitment-video-ar

DEADLINE FOR APPLICATIONS

3 October 2021

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Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.