Background

Duties and Responsibilities

• Provision of ICT End user support
• Effective functioning of the CO hardware and software packages
• Support to network administration
• Provision of support for Video Conference facilities
• Provision of administrative support
• Facilitation of knowledge building and knowledge sharing

• Timely provision of ICT end user support to ensure productivity of colleagues is maintained.
• Assist in logging of support calls in the CO developed ICT Helpdesk tool so as to create an organized way of tracking and responding to support calls.
• Provision of support to the use of Atlas (UNDP’s implementation of ERP) functionality for improved business results and improved client services.

• Effective functioning (installation, operation and maintenance) of all UNDP hardware equipment and acquisition of hardware supplies.
• Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
• Installation of commercial and in-house developed software and related upgrades, anti-virus programs on a timely basis.

• Monitoring of the network connection on a daily basis to ensure a stable and responsive network environment.
• Trouble-shooting and monitoring of network problems. Ensure that the UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks
• Response to user needs and questions regarding network access.
• Maintenance of up-to-date parameters of information for the network clients and electronic mail.
• Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups.
• Maintenance of measures in place for business continuity and disaster recover processes and procedures including backup and restoration of both server and local storage facilities.
• Networks administration support to other UN agencies as required and preparation of bills for cost recovery for the service provided. 

• Assist in ensuring that Video Conference equipment is setup and tested in good time prior to the beginning of the scheduled meeting.

Provides administrative support, focusing on achievement of the following results:

• Maintenance of an up-to-date inventory of the software and hardware
• Maintenance of a library of ICT related reference materials
•  Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Administration and Procurement Teams.
• Provision of ICT support to key events.

• Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision.
• Sound contributions to knowledge networks and communities of practice.

Competencies

• Analyzes general information and selects materials in support of partnership building initiatives

• Researches best practices and poses new, more effective ways of doing things

• Understands the main processes and methods of work regarding to the position
• Possesses basic knowledge of organizational policies and procedures relating to the position and applies them consistently in work tasks
• Identifies new and better approaches to work processes and incorporates same in own work
• Strives to keep job knowledge up-to-date through self-directed study and other means of learning
• Demonstrates good knowledge of information technology and applies it in work assignments

• Demonstrates ability to identify problems and proposes solutions

• Uses information/databases/other management systems

• Reports to internal and external clients in a timely and appropriate fashion
• Organizes and prioritizes work schedule to meet client needs and deadlines

• Gathers and disseminates information on best practice in accountability and results-based management systems

• Demonstrating/safeguarding ethics and integrity 
• Demonstrate corporate knowledge and sound judgment
• Self-development, initiative-taking
• Acting as a team player and facilitating team work
• Facilitating and encouraging open communication in the team, communicating effectively
• Creating synergies through self-control
• Managing conflict
• Learning and sharing knowledge and encourage the learning of others. Promoting learning and knowledge management/sharing is the responsibility of each staff member.
• Informed and transparent decision making

Required Skills and Experience

• Secondary education with relevant certifications in hardware and software management and application (Microsoft Certification, Cisco Certification). University Degree in Computer Science desirable, but it is not a requirement. Cisco Certified Network Administrator (CCNA) and Microsoft Certified Professional (MCP) required. If certification is not available at the time of recruitment, it should be obtained within 6 months.

• 6 years of relevant working experience, including network administration, management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications.

• Fluency in English and Somali language.