Junior IT Assistant

Organizational Setting

The main aim of FAO Country Offices, which are headed by an FAO Representative, is to assist the governments to develop policies, programmes and projects to achieve food security and to reduce hunger and malnutrition, to develop the agricultural, fisheries and forestry sectors, and to use their environmental and natural resources in a sustainable manner. Furthermore, FAO provides vital emergency agricultural and livestock assistance to enable people to produce their own food, generate income and strengthen their resilience. FAO's Office in Ethiopia is responsible for leading the Organization's response to threats to food security, agricultural and rural development through the identification, planning and implementation of the organization priority activities in the country.

The position is located in the FAO Representation in Addis Ababa, Ethiopia. Because the Representation is co-located within the Sub-Regional Office for Eastern Africa (SFE) headed by the Sub-Regional Coordinator (SRC), and shares administration support, the position will provide support to both FRETH and SFE.

Reporting Lines

Under the overall supervision of the senior Administrative Officer and the direct supervision of the Information Technology Support Officer [ITSO], the incumbent will carry out ICT support activities.

Technical Focus

The Junior Information Technology Assistant supports the Information & Communication Technology team to provide effective and efficient support service to users in FAO Ethiopia and Sub-regional office for Eastern Africa located in Ethiopia.

Tasks and responsibilities

• User support

- Assist in the presentation of display materials and Video Conferencing events; - Assists in provision of first line of support to staff for ICT related problems; logging each incident and support on ServiceNow - Assist in setting up new PCs, performing configuration and replacement which is done by deploying FAO Standard Image in consultation with the ITSO - Troubleshoot and resolve problems reported by users in consultation with the ITSO - Provide instructions to users on existing technology and potential use (One drive for Business, SharePoint, MSOffice, Intranet, Microsoft teams, etc.); - Provide instruction to users on guidelines, policies, and standards in close consultation with the ITSO - Receive, log and monitor requests related to IT matter, in the ServiceNow 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, monitor progress and resolution. - Provide support to missions from Regional Office, HQs, or internal missions within the Decentralized Office. • Network and connectivity - Work with ITSO to assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract; - Work with ITSO to ensure security of the network by following security policies and report problems when they are detected. • 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 consultation with the ITSO; - Assist to assign new equipment and update the IT equipment inventory list on the regional assets record on regular basis. - Assist in following-up of preventive and remedial maintenance for PABX system ,Printers, desktops and servers - Assist in inspection and verification of ICT equipment purchased for projects

• 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: - 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 in consultation with the ITSO - Manage all troubleshooting through helpdesk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system. • 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). - Perform other related duties as required.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

• The candidate should be a national of Ethiopia • Secondary education with specialized formal training on Information Communication Technology (ICT) systems; • At least 4 years of relevant work experience in Information Communication Technology (ICT) Support services, including 2 years within UN agencies would be advantageous; • Working knowledge (level C) of English and good knowledge of the local language (s) used at the duty station is required. • Required Certifications (not expired): - UNDSS Information Security Awareness – Foundational; - MD-100 exam of the Microsoft Modern Desktop Administrator Associate certification

FAO Core Competencies

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

Technical/Functional Skills

• Relevance and extent of work experience in ICT Support services; • Prior work experience gained in a Service Desk client orientated environment; • Good communication skills; • Able to promptly answer / respond to support related email, phone calls; • Good communication (oral and written); • Prior work experience gained in a Service Desk client orientated environment; • Additional certifications: - Other relevant Microsoft and Apple certifications would be desirable - ITIL v3 certification would be desirable.

ADDITIONAL INFORMATION

• FAO does not charge a fee at any stage of the recruitment process (application, interview meeting, processing)
• Incomplete applications will not be considered. If you need help please contact: [email protected]
• Applications received after the closing date will not be accepted
• Please note that FAO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed at http://www.whed.net/
• For additional employment opportunities visit the FAO employment website: http://www.fao.org/employment/home/en/
• Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.