Background
Under the guidance and supervision of the Head of ICT Unit and overall supervision of RR, the ICT Associate provides daily technical support for users of the Local Area Network (LAN), information management tools and technology infrastructure. The ICT Associate should be competent in the technical aspects of ICT systems (included LAN System, daily support, training, and implementation) in order to ensure 100% availability of the technology environment. System support includes both corporate and user areas. The ICT Associate is responsible for the review and advice on the use of new technologies that will enhance the assigned units’ productivity.
The ICT Associate works in close collaboration with the Management Support, Business Development, and Programme and Operations Teams in order to have a fully-functioning and efficient ICT system.
Duties and Responsibilities
Summary of Key Functions:
- Ensuring effective functioning of the ICT system and use of management tools
- Providing effective desktop ICT, and LAN support
- Managing efficient Network Administration &Email Services
- Ensuring effective web management service
- Managing effective server and storage
- Support to IP PBX Maintenance
- Facilitation of knowledge building and knowledge sharing
Ensures effective functioning of the ICT and use of management tools focusing on achievement of the following results:
- Compliance with corporate LAN management and technology standards, guidelines and procedures for the CO technology environment.
- Provision of inputs and information to the elaboration of strategic plans for the
- Information Technology area in general and the LAN in particular
- Identification and implementation of innovative uses of the LAN which would enhance
- the CO’s effectiveness.
Provision of advice on maintenance of equipment and acquisition of hardware supplies, making routine repairs and change of hardware electronic components.
- Support to the Implementation of corporate UNDP systems
- Development of new software packages for high impact results (e.g. office management system, electronic registry, etc) as required.
Provides effective desktop, ICT and LAN support focusing on the achievement of the following results:
- Set up and maintenance of the LAN, computers, printers, Heavy duty Scanners and other ICT equipment in the CO.
- Installation and configuration of new equipment and systems and corrective actions in case of failure.
- Maintenance of servers and all LAN/ICT equipment, periodically updating software and configurations as well as the copies of the systems and databases.
- Full operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access.
- Trouble-shooting and monitoring of network problems: file server traffic, usage and performance, network security access and space usage. Follow up with staff for corrective measures.
- Response to user needs and questions regarding network access; assistance to staff in the use of network resources.
- Installation of corporate, commercial and in-house developed software packages and related upgrades. Technical support to the CO staff in the operation of new corporate and commercial software introduced.
- Virus, spy ware detection, removal and prevention for all systems in the CO. Updated virus, spy ware detection and removal software.
- Assistance in data access, file transfers and conversions.
- Maintenance of a log of reported problems and corrective measures taken.
Ensure efficient network administration & email Services focusing on achievement of the following results:
- Operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access. Ensure that the UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks
- Trouble-shooting and monitoring of network problems.
- Response to user needs and questions regarding network access.
- Maintenance of up-to-date parameters of information for the network clients and electronic mail.
- Support to Microsoft Office 365 corporate email accounts
- Troubleshooting and monitoring of corporate email related problems.
- Implementation of backup and restoration procedures for local drives, all servers.
- 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.
- Timely LAN Infrastructure and Internet connectivity upgrade to meet UNDP requirements.
Provides web management services focusing on achievement of the following results:
- Support to the maintenance of the SharePoint based CO Intranet.
- SharePoint server administration
- Trouble-shooting and monitoring of websites for UNDP and other UN agencies.
Manage efficient server and storage
- Manage all servers and server virtualization (VMware vSphere and vCenter Server Foundation)
- Maintenance of SharePoint Server and Administration
Ensures Support to IP PBX focusing on achievement of the following result:
- Smooth function of Internal Cisco IP Based PBX telecommunication facility in the office
- Response to user needs and maintenance regarding IP PBX use.
- Liaison with maintenance vendor on complex issue related to IP PBX.
Ensures facilitation of knowledge building and knowledge sharing in the CO focusing on achievement of the following results:
- Maintenance of staff training profiles and coordination/conduct of training specific to users’ needs.
- Arrangements for briefings and demonstrations (of corporate and user-developed systems) and coordination of external training sessions.
- Synthesis of lessons learned and best practices in ICT/LAN management.
- Sound contributions to knowledge networks and communities of practice
Competencies
Functional Competencies:
- Demonstrates commitment to UNDP’s mission, vision and values
- Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability
Knowledge Management and Learning
- Shares knowledge and experience
- Encourages office staff to share knowledge and contribute to UNDP Practice Areas
- Develops substantive knowledge of one or more Practice Areas
- Provides helpful feedback and advice to others in the office
- Actively works towards continuing personal learning and development in one or more practice areas, acts on learning plan and applies newly acquired skills
Development and Operational Effectivenes
- Ability to provide network support services including hardware/ infrastructure support, Atlas support, other LAN applications support, web design and maintenance
- Good knowledge of PC/LAN operating systems, Microsoft Windows, corporate ICT security and viral protection systems, knowledge of web design, knowledge of Microsoft Windows network administration, Atlas support
- Ability to provide input to business processes re-engineering, elaboration and implementation of new systems
Leadership and Self-Management
- Focuses on result for the client
- Consistently approaches work with energy and a positive, constructive attitude
- Demonstrates strong oral and written communication skills
- Remains calm, in control and good humored even under pressure
- Responds positively to critical feedback and differing points of view
- Solicits feedback from staff about the impact of his/her own behavior
Required Skills and Experience
Education:
Certification or university degree in Computer Science or related technical field is desirable
Industry Vendor certification like Cisco Certified Network
Administrator (CCNA) and Microsoft Certified System Administrator (MCSA) Certification on Windows Server is an added advantage.
If certification is not available at the time of recruitment, it should be obtained within 6 months.
Experience:
Minimum 3 years of relevant working experience in technical support desirable, Including network administration, email support, SharePoint administration, management of hardware, software platforms, telecommunications facilities, and knowledge of Windows-based packages/applications. Experience in and familiarity with the UN system is an asset.
Language Requiredments: Fluency in English and Lao Language