Information and Communication Technology Assistant

‎2203385
Information and Communication Technology Assistant
Job Posting: ‎16/Dec/‎2022
Closure Date: ‎10/Jan/‎2023, ‎4:59:‎00 PM
Organizational Unit: RNE
Job Type: Non-staff opportunities
Type of Requisition: PSA (Personal Services Agreement)
Grade Level: N/A
Primary Location: Egypt-Cairo
Duration: ‎11 Months
Post Number: N/A
FAO seeks gender, geographical and linguistic diversity in its staff and
international consultants in order to best serve FAO Members in all
regions.

• FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture


• Qualified female applicants, qualified nationals of non-and under-represented Members and person with disabilities are encouraged to apply


• Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values


• FAO, as a Specialized Agency of the United Nations, has a zero-tolerance policy for conduct that is incompatible with its status, objectives and mandate, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination


• All selected candidates will undergo rigorous reference and background checks


• All applications will be treated with the strictest confidentiality


• FAO staff are subject to the authority of the Director-General, who may assign them to any of the activities or offices of the Organization.

Organizational Setting
The Food and Agriculture Organization of the United Nations (FAO) contributes
to the achievement of the ‎2030 Agenda through the FAO Strategic Framework by
supporting the transformation to MORE efficient, inclusive, resilient and
sustainable agrifood systems, for better production, better nutrition, a
better environment, and a better life, leaving no one behind.
The FAO Regional Office for the Near East and North Africa (FAO-RNE) is
responsible for leading FAO's response to regional priorities for rural
transformation, transformation of agrifood systems for healthy diets, greening
agriculture and resilience and emergencies. It ensures a multidisciplinary
approach to programmes, identifies priority areas of action for the
Organization in the region and, in collaboration with divisions, centres and
offices at headquarters, develops, promotes and oversees FAO's strategic
response to regional priorities.
The Information Technology Assistant in FAO-RNE provides a large variety of
standard Information and Communication Technology (ICT) support services that
contribute to the smooth and effective running of the IT equipment, systems
and software applications in line with established IT procedures and Service
Level Agreements (SLAs).

Reporting Lines
The Information and Communication Technology Assistant will report to the
National Professional Officer - (Information and Communication Technology) in
the regional office for the Near East and North Africa and work in close
collaboration with IT team in Cairo and follows technical standards and
procedures established by the IT Division.

Technical Focus
A variety of information technology support duties to ensure smooth delivery
of the corporate IT services. Log tickets on Service Desk, monitors, operates,
or coordinates and assists others in the IT support and operation. Liaise with
IT Division to ensure problem resolution and service delivery.
The incumbent is accountable for the IT support and operation at the level of
the regional office as well as providing support "when required" to the sub-
regional offices and country offices and she/he is responsible to understand
the corporate setup, rules, regulations and policy and fulfil all the needed
competences, skills and certifications needed.
The incumbent should be aware of the new technologies and SharePoint
administration and application development using PowerApps and Power Automate.

Tasks and responsibilities
* Receive, log and monitor requests related to IT matters, in the Service Desk system Service NOW, resolve IT-related issues pertaining to FAO standard equipment, escalate those issues that cannot be solved to CSI, monitor progress and resolution;
* Manage all troubleshooting through helpdesk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system;
* Provide IT assistance to staff and visitors for organizational related issues;
* Provide orientation to New Users on the IT rules and regulations, in particular related to equipment, software, printers, scanners, and IT security matters;
* Provide instructions and ensure that RNE users are properly using the existing technology (MSOffice, email online archive, OneDrive, SharePoint, Teams, Zoom, MFA, SSPR, Intranet, etc.);
* Provide support to missions from HQs, country offices or internal missions;
* Assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and 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 security of the network by following security policies and report problems when they are detected;
* 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;
* Plan for IT assets disposal process and in case of equipment to be granted to external organizations, follow the MS502 procedures and in close cooperation with assets focal point and under close supervision of the ICT Officer;
* Assist to deploy and assign new equipment, create and update the IT equipment inventory list on the regional assets record on regular basis.
* Be aware of all the IT Division policies and ensure to follow them accordingly.
* Ensure that all the official equipment (desktop, laptop, servers, MFP, PBX and others) 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.
* Assist in the presentation of display materials and Video Conferencing events;
* Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the ICT Officer;
* Support the ICT Officer in providing all the needed assistance in terms of the biennium planning exercise (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 ICT Officer;
* Perform a simulation of the Disaster and Incident recovery plan, reporting to the ICT Officer about the planning, execution, lesson learnt and proposed improvements;
* Experience in SharePoint features and administration;
* Experience in SharePoint application development using PowerApps and Power Automate;
* Experience in PBX systems and assist in the current PBX migration if required;
* Provide monthly report on all IT services, Internet, emails, laptop/desktop systems;
* Provide monthly report on UPS backup time and maintenance log update;
* Provide monthly report on troubleshooting, errors and solutions;
* Provide monthly report on network/ Network printer troubleshooting;
* Provide monthly report on physical condition of IT equipment providing timely reports to the ICT Officer for IT record.
* Stay committed and ready to perform any other duty and take-up any assignment given by ICT Officer.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements
* University degree in Computer Science, Information Technology, Information Systems, Software Engineering, Electric or Electronic Engineering, Mathematics, Statistics or a related field.
* Minimum four years of relevant experience in delivering digital and information technology solutions and support services.
* Working knowledge (level C) of Arabic and limited knowledge (level B) of English.
* Nationality of Egypt or resident in the country with a regular work permit.

FAO Core Competencies
* Results Focus
* Teamwork
* Communication
* Building Effective Relationships
* Knowledge Sharing and Continuous Improvement

Technical/Functional Skills
* Work experience in ICT infrastructure and support services
* Very good ICT problem-solving and troubleshooting skills
* Extent and relevance of experience in SharePoint application development using PowerApps and Power Automate
* Very good knowledge of networking protocols and configurations
* Familiarity with PBX and voice services
* Extent and relevance of experience in Microsoft Office applications
* Extent and relevance of experience in online communication and collaboration tools such as Zoom and Teams
* Very good knowledge of IT governance policies and procedures

Please note that all candidates should adhere to FAO Values of Commitment to
FAO, Respect for All and Integrity and Transparency.

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 or have queries, please contact: [email protected]
* Applications received after the closing date will not be accepted.
* Only language proficiency certificates from UN accredited external providers and/or FAO language official examinations (LPE, ILE, LRT) will be accepted as proof of the level of knowledge of languages indicated in the online applications.
* For other issues, 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.

HOW TO APPLY
• To apply, visit the recruitment website at Jobs at FAO and complete your
online profile. We strongly recommend that your profile is accurate, complete
and includes your employment records, academic qualifications, and language
skills
* Candidates are requested to attach a letter of motivation to the online profile
* Once your profile is completed, please apply, and submit your application
* 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/
* Candidates may be requested to provide performance assessments and authorization to conduct verification checks of past and present work, character, education, military and police records to ascertain any and all information which may be pertinent to the employment qualifications
* Incomplete applications will not be considered
* Personal information provided on your application may be shared within FAO and with other companies acting on FAO's behalf to provide employment support services such as pre-screening of applications, assessment tests, background checks and other related services. You will be asked to provide your consent before submitting your application. You may withdraw consent at any time, by withdrawing your application, in such case FAO will no longer be able to consider your application
* Only applications received through the FAO recruitment portal will be considered
* Your application will be screened based on the information provided in your online profile
* We encourage applicants to submit the application well before the deadline date.

If you need help, or have queries, please contact: [email protected]
FAO IS A NON-SMOKING ENVIRONMENT