Back Assistant IT Officer

Hardship LevelA (least hardship)

Family TypeFamily

Family TypeFamily

Residential location (if applicable)

GradeNOA

Staff Member / Affiliate TypeNational Professional Officer

ReasonRegular > Regular Assignment

Remote work acceptedNo

Target Start Date2024-06-01

Job Posting End DateJune 3, 2024

Standard Job Description

Assistant IT Officer

Organizational Setting and Work Relationships

Under the technical supervision of IT Officer, Administrative Officer, or a Bureau IT Lead, the Assistant IT Officer implements the IT operational plan in a well-defined geographical area. The incumbent provides technical supervision and guidance to locally recruited staff and ensures that IT equipment is always fully operational. S/he receives technical support and guidance from their supervisor.

Internally, the incumbent liaises directly with own IT Service Delivery Team daily as well as with end users to clarify, analyse and resolve reported issues. S/he may also liaise with external service providers, as required, to resolve escalated infrastructure issues.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional, and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties

• Oversee daily Business-As-Usual operational IT matters, including incident, problem, change, service request, and asset management – following ITIL principles and DIST Standard Operating Procedures and guidelines.
• Participate in the assessment of operational and security infrastructure needs in each UNHCR office in the area of responsibility (AOR).
• Support the implementation of the IT operations plan and thereafter ensures that all equipment is always in good working conditions as to meet the IT needs of the office(s).
• Discuss infrastructure needs with the IT Officer and Head of office in the AOR and provide input for the budget submission.
• Monitor and coordinate the work of local IT staff as directed by the IT Officer or Head of Offices in accordance with the standards set by DIST/HQ.
• Maintain accurate inventory of all IT equipment for the AOR and ensure relevant Asset Management policies and guidelines are followed and the ITSM databases are up to date.
• Provide coaching and training to local IT staff and users. Draft procedures and instructions to promote a better understanding of the use of the IT equipment – using shared resources on the Intranet, when available.
• Participate in the assessment of security related projects in coordination with the Field Security Officer and assist in the formulation of recommendations on security communications.
• Promote relation with UNHCR implementing partners to enhance communication and avoid duplication of efforts.
• Provide accurate and timely information on operational status and reports to management,
• Liaise with Registration and Information Management colleagues to ensure their IT needs are met.
• Liaise with the National Regulatory Authority to ensure that licenses and permissions required to operate UNHCR telecommunications networks are granted.
• Actively participate in IT related meetings to ensure that all decisions taken meet UNHCR’s operational and security requirements.
• Liaise directly with end users to clarify, analyse, and resolve reported issues, delivering high standards of customer service.
• Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
• Perform other related duties as required.

  Minimum Qualifications

  Years of Experience / Degree Level

  For P1/NOA - 1 year relevant experience with Undergraduate degree; or no experience with Graduate degree; or no experience with Doctorate degree

  Field(s) of Education

  Information Technology; or other relevant field.

  Certificates and/or Licenses

  *ITIL Certification

  (Certificates and Licenses marked with an asterisk* are essential)

  Relevant Job Experience

  Essential

  Hands on experience working with current versions of IT products and services used in UNHCR offices – including a good understanding of network and telephony infrastructure; MS Office productivity software (Windows, Office 365); and Cloud collaboration services (MS Teams, SharePoint, etc.). Experience working with external managed service providers for IT infrastructure maintenance and support.

  Desirable

  For offices with satellite connectivity: experience in VSAT technologies. For offices with Security Comms (Radio room); experience in HF/VHF radio technologies. Practical experience working in the deep field.

  Functional Skills

  IT-IT Systems and Standards

  IT-IT Network Monitoring & Alerting Tools

  IT-IT Collaboration & Communications Tools

  IT-Microsoft Office Productivity Software

  (Functional Skills marked with an asterisk* are essential)

  Language Requirements

  For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.

  For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.

  For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

  Competency Requirements

  All jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.

  📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐

  ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!

  Core Competencies

  Accountability

  Communication

  Organizational Awareness

  Teamwork & Collaboration

  Commitment to Continuous Learning

  Client & Result Orientation

  Managerial Competencies

  Empowering and Building Trust

  Cross-Functional Competencies

  Analytical Thinking

  Innovation and Creativity

  Technological Awareness

  All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

  As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

  This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

  Desired Candidate Profile • Experience in IT support and system administration, with a significant time dedicated to managing service delivery within the United Nations or humanitarian International Organizations. This includes overseeing the delivery of centralized and decentralized applications, systems, and services, particularly in complex environments with SLA-based frameworks. Field experience is a key requirement.
  • Strong understanding of application and infrastructure technologies used in IT systems and services supported by IT staff in the Area of Responsibility.
  • Effective communication skills in a multicultural environment, with the ability to convey technical information to non-technical stakeholders.
  • Understanding of the international nature of UNHCR's work, with the ability to adapt IT solutions to meet the diverse needs of a global workforce.
  • Ability to manage small to medium-sized IT projects, ensuring timely delivery within scope.
  • Familiarity with and commitment to adhering to the UNHCR's IT policies, procedures, and compliance standards.
  • Demonstrated commitment to continuous professional development, staying abreast of emerging technologies in the IT field.
  • Experience in leading a team to facilitate collaboration and effective operations across multiple organizations.
  • Ability to provide technical supervision and guidance to locally recruited staff, ensuring effective team coordination.
  • Proven ability to discuss and assess operational and security infrastructure needs, contributing to the formulation of effective recommendations.
  • Experience liaising with external service providers, UNHCR implementing partners, and National Regulatory Authorities.
  • Proven ability to provide coaching and training to local IT staff and users, promoting a better understanding of the use of IT equipment and systems.
  • Practical experience working in challenging field environments, demonstrating adaptability and resilience.
  • Excellent problem-solving skills, with a track record of driving improvements in service delivery
  • Good understanding and practical experience of ITIL Service Operations processes driven by continuous improvement and other IT service management frameworks
  • A good understanding of UN/UNHCR reforms and the priority agenda of the organization.
  • Ability to manage multiple projects and priorities in a fast-paced environment.
  • Experience in acting as an inter-agency IT focal point, coordinating activities across different partner organizations to develop effective services.
  • The Candidate profile emphasises leadership potential, problem-solving orientation, stakeholder management, training and coaching skills, global perspective, project management skills, adherence to policies, cross-cultural communication, commitment to continuous learning, leadership potential, and field experience.

  Required languages (expected Overall ability is at least B2 level):

  ,

  ,

  Desired languages

  ,

  ,

  Operational context

  Occupational Safety and Health Considerations:

  The majority of Egypt is at Security Level 2 (Low) except for the Western Desert (Security Level 3, Moderate) and the North Sinai (Security Level 5, High). UNHCR currently operates only in Low to Moderate security level areas. The security situation is relatively stable; however there have been a number of attacks on security (police and military) forces and on rare occasions religious and tourism sites. Civil unrest since 2015 is low, there are very rarely large demonstrations or public disorder incidents. The crime rate in the country is moderate with some incidents particularly in the crowded neighborhoods of large cities (Cairo and Alexandria) such as thefts, burglary and robbery (e.g. bag snatchers especially against females). Sexual harassment against women and girls is high in the country targeting both Egyptian and foreigners. Hazards are the most challenging safety issue. Road accidents are common in Egypt, due to poor road conditions, dangerous driving and non-enforcement of traffic laws. Fires in apartments are a hazard, with electricity standards low causing electrical fires. Vulnerability to staff is exacerbated by disregard of safety advisories, such as installing smoke detectors and fire extinguishers in their residences.

  Nature of Position:

  The UNHCR Egypt Operation is situated in a prime location in Cairo. Currently, it is categorised as a Family duty station A.

  The incumbent holds a critical position and reports directly to the ICT Officer. The incumbent supervises the junior ICT team members in the units and provides all ICT services required in the 3 large buildings in Cairo and 1 in Alexandria.

  The incumbent should be an experienced professional who will be able to address the evolving ICT-related needs of a protracted, complex operation. S/He will need to provide overall support to over 250 staff members and more than 100 AWF.

  The incumbent will need to coordinate with other functional areas in the operation and deal with the challenges of having a diverse team working in 3 different premises in Greater Cairo. Also, moving to new premises (including relocating part of the team to the UN building in the New Administrative Capital) is planned.

  Living and Working Conditions:

  Cairo is a family, category A duty station, has good residential areas and offers multiple touristic sites and locations to visit and enjoy. Cairo also offers excellent and frequent air connections to a wide range of international destinations. When it comes to accommodation, food, furniture and clothing, there is variety of choice withs the costs depending on the preferences of the incumbent. International banks and a wide variety of private health facilities are available. Heavy traffic, air & noise pollution, and long commuting hours are often mentioned as challenging aspects of living in Cairo.

  Additional Qualifications

  SkillsIT-IT Collaboration & Communications Tools, IT-IT Network Monitoring & Alerting Tools, IT-IT Systems and Standards, IT-Microsoft Office Productivity Software

  EducationBachelor of Arts (BA): Information Technology

  CertificationsITIL Certification - Foundation Level - AXELOS Ltd

  Work Experience

  CompetenciesAccountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Innovation & creativity, Organizational awareness, Teamwork & collaboration, Technological awareness

  UNHCR Salary Calculator

  https://icsc.un.org/Home/SalaryScales

  Compendium

  Additional Information

  Functional clearanceThis position doesn't require a functional clearance