ICT Associate

Background

UNDP is working with the Government of Pakistan, civil society, national partners and the people of Pakistan to help find solutions to persistent development challenges. We work to build lasting institutional capacity, provide technical expertise to improve development outcomes, and help link the Government and people of Pakistan to innovative global solutions in areas such as improved data quality and collection, strong and accountable governance mechanisms and capacities to respond effectively to conflict and disasters, better environmental management, climate change finance and adaptation.

UNDP personnel are united by a common purpose: to help countries and communities worldwide pursue peaceful, prosperous lives lived in harmony with the planet. UNDP’s Country Office in Pakistan supports 11 UN Agencies based in the UN Common Premises of Serena Business Complex. By hiring the ICT Associate, the UNDP will ensure the smooth provision of ICT support services to all agencies.

Duties and Responsibilities

The key duties and responsibilities of the ICT Associate are listed below.

1. Provide end user support and ensure that all ICT Issue tickets and queries are logged and resolved appropriately, meeting or exceeding Service Level Agreements (SLA). Escalate to Supervisor, Global User Support (GUS), Regional ICT and when necessary related to RSC related issues to designated central team.
2. Support in implementation of ICT polices, guidelines and standard in UNDP Islamabad and work towards adherence to ICT strategy, to reach better efficiency.
3. Manage problem solving, support and assistance for use of office technology including but not limited to Microsoft Windows workstation, Microsoft Office and Adobe Acrobat.
4. Provide support for planned technology upgrades for network, systems and applications; including servers and WAN/LAN; and maintain and ensure availability and capacity of existing network, systems and applications (core services) in coordination with supervisor and Global User Support.
5. Support in data protection on data contained on all workstations, make sure that all the workstations are up to date and support in addressing all the vulnerabilities received from ICT security team.
6. Provide support for installing, maintaining, monitoring of the systems, network peripheral (e.g. IPBX, VC, Biometrics, Printers, Copiers, Scanners, Switches, APs etc.) and their event logs.
7. Maintain IT equipment (hardware/software/network/telecom) inventory for internal ICT use.
8. Assist in installation of software upgrades and vulnerability patches as per UNDP ICT Standards/Guidelines.
9. Provide support for administrative security access to files and system by ensuring RBAS enabled.
10. Stand by as per duty roster system prepared by the National information and communications Technology Officer to offer ITC support during non-working hours.
11. Secure the Country Office’s data/information from viruses/worms, and perform virus detection, removal and prevention for all systems in the mission. Downloading the latest Anti-Virus signatures for Data Protection. Use the standard Anti-Virus products on UNDP Network.
12. Assist in administration and maintenance of electrical (Power backup) and security systems (PAS, CCTV etc.).

Institutional Arrangement

Under the guidance and direct supervision of the ICT Analyst, the ICT Associate provides ICT and administrative services to the ICT unit and provides daily technical support to users of information management tools and technology infrastructure. The ICT Associate promotes a client-oriented approach.

Competencies

Core

Achieve Results: LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline.

Think Innovatively: LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements.

Learn Continuously: LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback.

Adapt with Agility: LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible.

Act with Determination: LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident.

Engage and Partner: LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships.

Enable Diversity and Inclusion: LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination.

Cross-Functional & Technical Competencies

Business Management:

• Results-based Management: Ability to manage programmes and projects with a focus on improved performance and demonstrable results.
• Customer Satisfaction/Client Management: Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers’ needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients’ immediate requests, Ability to anticipate client’s upcoming needs and concerns.
• Working with Evidence and Data: Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making.
• Digital Awareness and Literacy: Ability and inclination to rapidly adopt new technologies, either through skillfully grasping their usage or through understanding their impact and empowering others to use them as needed.

Information Management & Technology

• IT Customer Support: Ability to support l customers on IT related issues and generate and contribute to continuous improvement
  processes to deliver a great user experience. Knowledge of ISO 9001 is desirable. ITIL certification or similar is desirable.
• User Experience: Capacity to translate efficiently users needs in IT requirements.
• Network, Communication, and Infrastructure Management: Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

Required Skills and Experience

Education:

Secondary education is required. OR
A university degree in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement. Formal training in IT systems, business software and/or web-based applications. Certifications in CCNA, MSCA, MSCE, and/or MCP are an asset.

Experience:

• Minimum of 6 years (with high school diploma) or 3 years (with bachelor’s degree) of relevant working experience in network administration and operations, web design, providing technical support for hardware/software or Cloud ERP environments, working with telecommunications facilities.
• Specialized formal training on IT systems, business software (Microsoft Office) and web-based applications.
• Experience/Knowledge in network (LAN/WAN) administration is required.
• Excellent communication, interpersonal and writing skills.
• Proven ability to delivers optimal IT solutions within defined resource parameters.
• Proven ability to Correctly applies knowledge of specialized IT disciplines.
• Excellent computer skills/experience and proficiency in spreadsheet and database applications.
• Use and troubleshooting of hardware/software & telecommunications facilities.
• Proven Knowledge of Microsoft Office, Windows 10, Windows server background is desired.

Required Languages:

Fluency in English and Urdu (as national language) is required.