ICT Assistant

Job Description

Background
Diversity, Equity and Inclusion are core principles at UNDP:  we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories.
UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

UNDP’s Regional Centre for Europe and the CIS is UNDP`s advisory hub for the Europe and CIS region tasked with the responsibility to provide policy and programmatic support to UNDP´s development activities in the region. Throughout UNDP´s focus areas, it works towards increasing the impact of UNDP´s activities in the region by assisting Country Offices in development of country-level initiatives through advisory services and technical support and by implementing regional-level projects in partnership with a wide range of partners supported to a global network of expertise. Under the leadership of the Director, the RBEC Regional Centre employs a multi-disciplinary team of specialists and advisors, project managers, operations and programme support staff. 

The ICT team plays a crucial role in the IRH as reliance on digital technology continues to increase in all office operations, projects, and programme deliveries. The team drives UNDP’s digital transformation efforts in the IRH to better enable, leverage and deploy technology solutions that help the implement new ways of doing business to work smarter and more efficiently, and ultimately to improve the way it provides value to UNDP partners, stakeholders, and beneficiaries.

Under the guidance and direct supervision of the ICT Specialist, the ICT Assistant provides ICT support services and daily technical support to the Istanbul Regional Hub (IRH) staff and other users of information management tools and technology infrastructure. The ICT Assistant promotes a client-oriented approach.

Duties and Responsibilities

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

The ICT Assistant works in close collaboration with Programme, Operations and projects teams in the IRH and UNDP Agencies’ staff to resolve ICT- related issues.

UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams to enhance and enable horizontal collaboration.

1. Provides general IT user support to clients by:

• Continuously assisting users with IT issues
• Maintaining computers, servers, printers and other devices in good working status
• Monitoring full compliance of IT systems and procedures with UN/UNDP rules and regulations on IT operations
• Regular updates of user hardware and software

2. Support effective functioning of the IRH hardware and software packages , focusing on the achievement of the following results:

• Assisting in the effective functioning (installation, operation and maintenance) of all UNDP IT systems.
• Monitoring the use of ICT resources and ensuring they are used in line with UNDP policies.
• Assisting in the procurement of IT equipment, software and services.
• Supporting the development of internal automation tools for efficient IT systems management.
• Providing technical support and making minor repairs of hardware and software components of ICT infrastructure and user equipment.
• Providing technical support during videoconferences and events.
• Assisting with the software updates at user computers and servers, firmware updates.
• Assisting in the installation and maintenance of office ICT infrastructure components in local and remote offices, projects and partner agencies.

3.  Supports networks administration , focusing on achievement of the following results:

• Continuous monitoring of the network resources to ensure a stable and responsive network environment.
• Troubleshooting and monitoring of network problems. 
• Monitoring that ICT resources are protected from unauthorized access.
• Monitoring that the UNDP user equipment and network resources are protected from malicious software and viruses.
• Responding to user requests regarding network access and ICT resources.
• Performing data backup and restore for users and servers, keeping backup logs, protecting data backups in off-site storage. 
• Monitoring ICT infrastructure robustness and redundancy for Business Continuity.
• Participation in development and implementation of Disaster Recover Planning (DRP)
• Providing networks administration support to remote offices and partner UN agencies as required.

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

• Maintenance of an up-to-date inventory of software and hardware assets
• Maintenance and update of ICT documentation
• Technical review of quotations and bids
• Assisting the hiring process of ICT related staff or consultants
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit
• Assisting the research and retrieval of data from internal and external sources; preparation of statistical data, tables and reports as required
• Provision of ICT support to events, workshops, trainings, etc.

5. Supports implementation of ICT management systems and strategies , focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the IRH technology environment
• Support to the use of ERP systems functionality for improved business results and improved client services
• Provision of inputs to the IRH administrative business processes mapping and implementation of the internal standard operating procedures (SOPs)
• Finding, suggesting, and implementing solutions for different work-related problems
• Finding, suggesting and implementing solutions to increase work efficiency of IT team as well as other units/teams.
• Provision of inputs to preparation of results-oriented workplans.

6. Ensures facilitation of knowledge building and knowledge sharing in the RSC , focusing on achievement of the following results:

• Participation and assistance in the organization of training for the IRH staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice
• Active participation on corporate IT social networks

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

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: 

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 desirable. ITIL certification or similar is desirable

Network, Communication and Infrastructure Management:  Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable

IT Service Delivery & Operations:  Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable.

System Thinking: Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system

Required Skills and Experience
Education:

• Secondary education is required with formal training in IT systems, business software and/or web-based applications. 
• Certifications in ITIL/hardware/software management/application and/or MCP are an asset.   
• 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.

Experience:

• Minimum of 5 years (with high school diploma) or 2 years (with bachelor’s degree) of relevant working experience in IT user support, network administration, web design, providing technical support for hardware/software or cloud ERP environments, working with telecommunications facilities; and applying knowledge of database applications, web-based management systems, and cloud infrastructure solutions.
• Experience working with user-centered designs and conducting user research and testing is desirable.
• ICT Certifications such as Cisco, Microsoft and Object-Oriented programming are assets.
• Previous experience with the following is an asset: 
  • Microsoft Windows Servers
  • Windows based operating systems
  • Apple OS and mobile phone platforms
  • Microsoft Office applications
  • SharePoint services
  • Cisco routers and firewalls
  • Open source applications
  • Other commercial software
  • VoIP applications
• Previous experience with the UN or its agencies is an asset. 

Language:

• Fluency in English and Turkish is required.
• Knowledge of Russian or other languages spoken in Europe and the CIS region would be an asset.

Disclaimer Important information for US Permanent Residents ('Green Card' holders) 
Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment. 
UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.
Applicant information about UNDP rosters
Note: UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
Non-discrimination
UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.  
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