ICT Associate Full-time Job

Under the guidance and direct supervision of the designated ICT Supervisor, the ICT Associate ensures effective and efficient functioning of the UNDP Palestine Country Office ICT infrastructure, contributing to efficient information management and improved programme results, and provides ICT support services to the CO staff. The ICT Associate promotes a client-oriented approach and solutions consistent with UNDP rules and regulations, UNDESA best practices and ICT strategy, acts as back up to the ICT Assistant and works in close collaboration with the Management, Operations, Programme and project teams in the CO and UNDP HQs for resolving complex ICT-related issues.

Duties and Responsibilities
Ensures effective and efficient functioning of the UNDP Palestine Country Office ICT infrastructure and related maintenance, focusing on achievement of the following results:
Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment; Maintain an up-to-date inventory of software and hardware, timely follow up maintenance contracts; Provide inputs to the CO ICT plan and budget.
Assist in monitoring of ICT costs in coordination with the ICT supervisor and ICT assistant to contribute to value for money; follow up on proper equipment/ asset inventory.

Effective network administration, focusing on achievement of the following results:

Administration of the CO LAN/WAN networks; assist in monitoring network connectivity, network security (antivirus installations, firewalls, spam filtering and regular audits of system configurations), access points and UPS to the server rooms; Monitoring and review network traffic, usage and performance on daily basis.
Troubleshooting and monitoring of network systems, identify and resolve network bottlenecks, performance degradations and inefficiencies by proactive intervention.
Provide input for drafting and review of Standard Operating Procedures and other ICT-related documents for the CO
Implement network policies, procedures and standards, providing day to day support for server and client operations, perform back-ups and restore functions, when required.
Maintenance of the country office telephone system (PABX) and voice mail to ensure effective communication; Providing support in videoconference setup.
Ensure measures are in place for business continuity and disaster recovery processes and procedures including back-up and restore of both server and client, for operating systems, applications, and related hardware, in accordance with UNDP corporate standards.
Administers all telecommunications activities for the Country Office.
Provides support for Audio-visual services to CO staff, project teams and visitors

Provision of web management services, focusing on achievement of the following results:

Maintain and update the CO website to ensure the information published in the web are timely, properly branded according to CO guidelines; Coordinate and follow up with various programme/project staff for updated information to ensure that all required document are properly available to internal and external users
Supports social media activities ensuring these are aligned to CO strategies and best practices in web maintenance are adhered to. Create training resources, documentation, and guides to CO Staff on effective web/ social media usage
Maintenance and periodic backups of websites and content

Provision of IT support services, focusing on achievement of the following results:

Provide user support services focusing on installation, maintenance, repair of ICT hardware/software and other user devices
Respond and resolve users enquiries, requests in a timely fashion following incident reporting standards
Assist with the planning, organization and implementation of trainings for UNDP staff on ICT issues. Maintain training records and create documentation related to best practices and lessons learned.
Participate in technical evaluations, advise on technology related decisions, and ensure ICT procurement in compliance with established policies
Develop and update inventory of the Country Office and its Projects/Units ICT equipment’s including printers and copiers, making necessary maintenance and regular reports of ICT related hardware and software including user details.
Assist on technical evaluation of IT quotations ensuring technical compliance with the technical specifications from supplier’s in compliance with Procurement procedures and UNDP rules and regulations
Supervise the UN House outsourced IT companies performance. This includes ensuring prompt response to the helpdesk by both IT outsourced company’s engineers and ICT assistant and providing day to day support whenever the ICT Assistant is not available
Participate on planning activities and implementation related to ICT including developing specifications for office and ICT equipment as well as making proposals to the designated ICT Supervisor.
Create /maintain knowledge resources database containing effective and quick solution in resolving re-occurring queries. Provide periodic briefings, best practices updates and ICT security advise to UNDP Country Office staff. Regularly create quick tip solutions for common challenges faced by ICT Staffs; Promote security guidelines for the staffs and participate actively to security taskforce in UN House compound, providing technical support as deemed necessary
Coordination and follow up on ICT Service Requests with ITS/BOM team.
Follow UNDP corporate guidelines, protocols and SOP for ICT procurement/ incident management
Support knowledge building and knowledge sharing in the CO, focusing on achievement of the following results:

Participation in the organization of training for the CO staff on ICT-related issues; Prepare/ conduct ICT training material for end users.
Sound contributions to knowledge networks and communities of practice.
Synthesis of lessons learnt and best practices in ICT.
The key results have an impact on the efficiency of the CO unit. Accurate analysis and presentation of information strengthens the capacity of the CO and promotes informed decision-making. This position is one of the keys in providing ICT services in the UNDP CO. High standard of ICT service provision enhances UNDP’s competitive edge as a reliable partner.

Competencies
Core Competencies:
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 and solution-oriented
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

Functional & Technical Competencies:

IT Client Support: Ability to provide and maintain overall IT client support to meet defined standards and expectations.
IT Security: Knowledge of IT security concepts and ability to apply to protect organizational information assets.
Data Management: Ability to collect, validate, organize and consolidate data from various sources
Microsoft Office (General): Knowledge of Microsoft Office Suite
System Administration: Knowledge of systems administration

Required Skills and Experience
Education:
Completion of Secondary education.
First university degree in IT or relevant field is desirable but not a requirement.
Certification in hardware and/or software management, or relevant technology courses would be an asset
Experience:
Minimum 6 years’ experience in network administration and ICT support.
Experience in the usage of computers and office software packages (MS Word, Excel, PowerPoint, etc.) and knowledge of spreadsheet and database packages, experience in handling of web-based management systems.
Languages:
Fluency in English and Arabic is required.

Disclaimer
Important information for US Permanent Residents ('Green Card' holders)

As a matter of practice, UNDP does not sponsor visas or green card applications. Only applicants who are citizens of either the country of the duty station or possess valid residence permit will be considered for this vacancy.