JOB DESCRIPTION

Details
Mission and objectives
UNICEF is mandated by the United Nations General Assembly to advocate for the protection of children’s rights, to help meet their basic needs and to expand their opportunities to reach their full potential.

Context
UNICEF works in over 190 countries and territories to save children’s lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence. In Uganda, UNICEF supports the Government to ensure every child survives and thrives, receives a quality education, is protected from violence and exploitation, and grows up in a safe and supportive environment.

Digital impact is one of core pillars of UNICEF’s strategy. The UNICEF Strategy for Digital Impact outlines a plan to leverage the digital world to advocate for every child’s rights, well-being, and empowerment through four key areas: Digital Empowerment (DE), Digital Guardrails (DG), Digital Foundations (DF), and Strategic Enablers (SE). The goal of this digital strategy is to support the delivery of sustainable and responsible digital impact for children at scale by assisting governments and partners in implementing their national digital transformation strategies that integrate child rights and emerging areas, while also mitigating potential digital threats to safeguard ethical outcomes for children and young people.

The UNICEF Uganda Country Office is seeking to strengthen its ICT support services to ensure timely and effective assistance to staff in the use of ICT tools and platforms. The UN Volunteer will play a key role in providing first-line IT support, managing the helpdesk, and supporting conferencing and collaboration tools to enhance productivity and communication.

Task description
Within the delegated authority and the given organizational set-up, the incumbent may be responsible for all or most of the following areas of major duties and key end results.

Under the direct supervision of the ICT Manager, the UN Volunteer will undertake the following tasks:

Helpdesk and User Support:

• Serve as the first point of contact for ICT support requests via phone, email, or ticketing system.
• Provide timely and effective support for hardware (laptops, desktops, printers, mobile devices) and software (Windows OS, Microsoft 365, SAP, etc.).
• Troubleshoot and resolve issues related to connectivity, user access, and system performance.
• Maintain an up-to-date inventory of ICT equipment and user assignments.

Meeting and Conferencing:

• Provide technical support for virtual and hybrid meetings using platforms such as Microsoft Teams, Zoom, and Webex.
• Set up and manage audio-visual equipment for in-person meetings and events.
• Ensure smooth operation of video conferencing systems and provide on-site support during high-level meetings.

Network Administration:

• Maintains local network infrastructure at all UNICEF locations: ranging from hardware installation of network components (including routers, switches, firewalls, bridges, hubs and modems, etc.) to software upgrades and network management tools.
• Conduct routine monitoring of the WAN to ensure its continued availability.
• Enhance network availability and service levels by establishing routine maintenance procedures.
• Plan network changes and growth based on security, utilization and performance data.

ICT Operations and Documentation:

• Assist in the onboarding and offboarding of staff from an ICT perspective.
• Maintain documentation of common issues and solutions in a knowledge base.
• Support ICT training sessions and awareness campaigns for staff.

Eligibility criteria
Age
18 – 80

Required experience
3 years

Nationality
Candidate must be a national or legal resident of the country of assignment.

Assignment requirements
Relevant experience
3 years

Languages
English, Level: Fluent, Required

Required education level
Bachelor’s degree in Information and Communication Technology – Networks Operations – Systems Administration – Customer Service

Competencies and values

i) Core Competencies

 Demonstrates Self Awareness and Ethical Awareness
 Works Collaboratively with others
 Builds and Maintains Partnerships
 Innovates and Embraces Change
 Thinks and Acts Strategically
 Drive to achieve impactful results
 Manages ambiguity and complexity

ii) Core Values

• Care
• Respect
• Integrity
• Trust
• Accountability
• Sustainability

Skills and experience

– Bachelor’s degree in Information Technology, Computer Science, Information Systems, Telecommunications or a related field.
– At least 3 years of relevant experience in IT support, helpdesk operations, network administration or systems administration.
– Practical experience in providing technical and business customer support is required.
– Knowledge of LAN/WAN connectivity operations, global infrastructure, network and security architecture
– Strong knowledge of Microsoft Windows, Office 365, and conferencing tools.
– Experience with IT ticketing systems and remote support tools.
– Certifications such as CompTIA A+, CCNA, CCENT, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
– Good interpersonal and communication skills.
– Ability to work under pressure and in a multicultural environment.

Area(s) of expertise
Information technology

Driving license
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