Under the guidance and direct supervision of the Operation’s Manager the ICT Support Associate provides execution of ICT services in the Country Office (CO), implements ICT management systems and strategies, provides daily technical support to users of information management tools and technology infrastructure. The incumbent is responsible for review and advice on the use of new technologies that will enhance the offices’ productivity. The ICT Support Associate promotes a client-oriented approach. And aims to constantly improve business processes by using innovative tools, technologies and systems.
The ICT Support Associate works in close collaboration with the Operations, Programme and project teams in the CO and Regional hub and HQs staff for resolving complex ICT-related issues, collaborates with Regional ICT Coordinator, Office of Information Management Technology (OIMT), and ICT Managers and other ICT Staff across the region.
The Impact Results
The key results have an impact on the overall efficiency of the Country Office including improved business results and client services. Forward-looking ICT management has an impact on the organization of office management, knowledge sharing, and information provision.
Summary of Key Functions:
- Implementation of ICT strategies and introduction/implementation of new technologies
- Effective functioning of the CO hardware and software packages
- Networks administration
- Provision of web management and intranetservices
- Provision of administrative support
- Facilitation of Video Conferences and Communications in the office
- Facilitation of knowledge building and knowledge sharing
1. Ensures implementation of ICT strategies and introduction/implementation of new technologies focusing on achievement of the following results:
- Compliance with corporate information management and technology standards, guidelines and procedures for the offices’ technology environment.
- Provision of inputs to elaboration of internal policies and procedures on the use of ICT. Elaboration of the content of internal Standard Operating Procedures in ICT in consultation with office management.
- Participate in development and update of the ICT annual plan.
- Provision of support to the use of Atlas (UNDP’s implementation of PeopleSoft ERP) functionality for improved business results and improved client services.
- Comply with CO SOPs, regularly and correctly log services provided to clients, ensures full cost recovery.
2. Ensures effective functioning of the CO hardware and software packages focusing on the achievement of the following results:
- Effective functioning (installation, operation and maintenance) of all UNDP hardware equipment and acquisition of hardware supplies.
- Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
- Installation of commercial and in-house developed software and related upgrades, anti-virus programs on a timely basis.
- Provision of advice on maintenance of equipment and acquisition of hardware supplies, making routine repairs and change of hardware electronic components.
- Ensure implementation of corporate UNDP systems.
- Provision of inputs for development of new software packages for high impact results (e.g. office management system, electronic registry, etc) as required.
- Ensure normal and full functionality of the servers.
3. Ensures efficient networks administration focusing on achievement of the following results:
- Monitoring of the network connection on a daily basis to ensure a stable and responsive network environment.
- Operation of network utility procedures defining network users and security attributes establishing directories, menus and drive-mappings, configuring network printers and providing user access. Ensure that the UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks
- Trouble-shooting and monitoring of network problems.
- Response to user needs and questions regarding network access.
- Maintenance of up-to-date parameters of information for the network clients and electronic mail.
- Implementation of backup and restoration procedures for local drives. Maintenance of backup logs. Organization of off-site storage of backups.
- Maintenance of measures in place for business continuity and disaster recover processes and procedures including backup and restoration of both server and local storage facilities.
- Timely LAN Infrastructure and Internet connectivity upgrade to meet UNDP requirements.
- Networks administration support to other UN agencies as required and preparation of bills for cost recovery for the service provided.
4. Provides web management services focusing on achievement of the following results:
- Identification of the opportunities and ways of converting business processes into web-based systems to address the issues of efficiency (office management system, donor profile software, knowledge management systems).
- Creation and maintenance of the offices’ intranet ensuring that the content is updated and meets the requirements of UNDP.
- Ensure quality of internet providers and other web-related service providers and vendors
- Trouble-shooting and monitoring of websites for UNDP and other UN agencies upon request and preparation of bills for cost recovery for the service provided.
5. Provides administrative support focusing on achievement of the following results:
- Provision of advice on and assistance in procurement of new equipment for the offices and projects, provision of technical specifications and information on best options in both local and international markets, review of quotations and bids.
- Maintenance of an up-to-date inventory of the software and hardware.
- Maintenance of the library of reference materials.
- Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.
- Provision of ICT support to key events.
- Provision of helpdesk support to UNDP users for all ICT and telecommunications related issues
- Provision of ICT support to UNDP and UN Agencies
- Effectively contribute to CO cost recovery through service provision to UN Agencies, UNDP projects etc.
- Any other duties as deemed necessary
6. Ensures facilitation of Video Conferences and Communications in the office, focusing on achievement of the following results:
- Installation, configuration and testsing audio, video conference and desktop video conference hardware/software using available communication and network connectivity.
- Assistance in meetings preparation by preparing and configuring conference hardware in various locations and operates equipment during conferences.
- Support and training for new users of conference systems and applications.
- Maintainance and provision of translation equipment to requested clients, ensures its intactness and operationality.
7. Ensures facilitation of knowledge building and knowledge sharing in the Regional Hub and CO focusing on achievement of the following results:
- Identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision.
- Organization of trainings for the operations/ projects staff on ICT issues.
- Maintenance of staff training profiles.
- Synthesis of lessons learned and best practices in ICT.
- Sound contributions to knowledge networks and communities of practice.
Functional Competencies:
Building Strategic Partnerships
Level 1.1: Maintaining information and databases
- Analyzes general information and selects materials in support of partnership building initiatives
Promoting Organizational Learning and Knowledge Sharing
Level 1.1: Basic research and analysis
- Researches best practices and poses new, more effective ways of doing things
Job Knowledge/Technical Expertise
Level 1.1: Fundamental knowledge of processes, methods and procedures
- Understands the main processes and methods of work regarding to the position
- Possesses basic knowledge of organizational policies and procedures relating to the position and applies them consistently in work tasks
- Identifies new and better approaches to work processes and incorporates same in own work
- Strives to keep job knowledge up-to-date through self-directed study and other means of learning
- Demonstrates good knowledge of information technology and applies it in work assignments
Promoting Organizational Change and Development
Level 1.1: Presentation of information on best practices in organizational change
- Demonstrates ability to identify problems and proposes solutions
Design and Implementation of Management Systems
Level 1.1: Data gathering and implementation of management systems
- Uses information/databases/other management systems
Client Orientation
Level 1.1: Maintains effective client relationships
- Reports to internal and external clients in a timely and appropriate fashion
- Organizes and prioritizes work schedule to meet client needs and deadlines
Promoting Accountability and Results-Based Management
Level 1.1: Gathering and disseminating information
- Gathers and disseminates information on best practice in accountability and results-based management systems
- Secondary education with relevant certifications in hardware and software management and application (Microsoft Certification, Cisco Certification). University Degree in Computer Science desirable, but it is not a requirement. Cisco Certified Network Administrator (CCNA) and Microsoft Certified Professional (MCP) required. If certification is not available at the time of recruitment, it should be obtained within 6 months.
- 6 years of relevant working experience, including network administration, management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications.
- Fluency in English and Mongolian.
Important applicant information
All posts in the GS categories are subject to local recruitment.
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.
Workforce diversity
UNDP is committed to achieving diversity within its workforce, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence.
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Contract Duration: 1 Year with possibility for extension