Back Individual Contractor, ICT Support Assistant, Brasília, Brazil

BACKGROUND & RATIONALE ICT Unit is currently under-staffed, counting with only two resources (ICT Officer and ICT Assistant) to support 01 Large Size Country Office, 09 Very Small Zone Offices and around 178 active users in our Active Directory (total users which require presential or remote support from ICT).

Particular attention should be paid to the capacity of the ICT staff to service respective zone offices, especially during an emergency.

The historical data, from Service Gateway, emails, skype for business, messages on cell phones and voice calls, shows that a minimum of 400 support requests are done every month to the current ICT team, what has been proven as under scaled to provide the adequate level of support in terms of the KPI on time delivery.

PURPOSE Under the supervision of the ICT Officer, the individual contractor, working to provide support to UNICEF staff and non-staff in Brazil, during normal working hours, within UNICEF Brasília premises or home based (when defined by the supervision), will provide technical and operational support services in the implementation of information and communication technology activities for UNICEF Brazil Country Office and remote support to all UNICEF Zone Offices in Brazil.

EXPECTED RESULTS: (MEASURABLE RESULTS)

1. Expected result 1.1. Keep the response time and quality of support related to tickets opened on internal systems inside the Service Level Agreement (SLA), defined by the organization. Description Report with the key results of his work during the month (template to be provided by UNICEF). 1.2. Duration: this should be measured in a monthly basis during whole contract duration 1.3. Deadline: on last working day of each month 1.4. Payment (% of the contract): 5% of the contract (6.000,00/month).
2. Work assignment

a) Maintain servers in the Local Area Network in Brasília in order to keep functional shared filing, printing and FTP services; b) Conduct routine monitoring of the LAN to ensure its continued network services, installs routine updates to the software, performs normal corrections when necessary and alerts the supervisor if special actions must be planned or if threats to the network exist; c) On an on-going basis, maintain firewall and antivirus infrastructures; d) Perform User Administration; e) Provide technical support to UNICEF Brazil (including Zone Offices) staff in hardware and software related problems. This involves troubleshooting ad-hoc user problems and solving it, whether hardware or software related; f) Provide orientation to the end user in difficulties with UNICEF standard software. This involves on the job training to the end user on how to use it correctly, trying to build user's capacity; g) Install and configure newly arrived software and equipment; h) Assist the ICT unit with the introduction and technical operation of organizational information; technology applications. This involves study of the application and its implementation, by installing and making it available to users; i) Interact with vendors, report equipment problems and establish service calls for repairs as necessary. This activity also involves follow-up with vendors; j) Maintain an updated inventory of UNICEF Brazil ICT equipment. This involves a close contact with the focal point for the non-expendable property inventory in the Admin Unit; k) Support the implementation of ICT unit's work plan.

PERFORMANCE INDICATORS Activities implemented as per monthly workplan. End user feedback of good performance.

KEY COMPETENCES, TECHNICAL BACKGROUND, AND EXPERIENCE REQUIRED DEADLINE

Completed secondary education. Having attended or attending university courses in computer science, information technology or engineering is an advantage. Five years of working experience in information and communication technology field including hardware/software installation, user support, end user documentation in support of office computerization. Strong knowledge of the overall design and operating principles of the Personal Computer (PC) technology and Windows operating systems. Strong knowledge of local area networking, Internet, e-mail and Microsoft Office applications. Fluency in Portuguese, and a working knowledge of English (at least reading and writing) is required. Strong communication, interpersonal and professional relationship skills are required.

The payments will be made in a monthly basis and will be paid within a period of 5 days upon certification of the services provided by the ICT Unit.

GENERAL CONDITIONS: PROCEDURES AND LOGISTICS

UNICEF will provide the individual contractor all required core equipment and material for fulfilling his duty, including computer. No contract may commence unless the contract is signed by both UNICEF and the consultant or individual Contractor. ICs will not have supervisory responsibilities or authority on UNICEF budget.

RESTRICTIONS In case of government officials, the contract cannot be issued without prior written clearance by the Government, or unless on leave without pay.

UNICEF is committed to diversity and inclusion within its workforce and encourages qualified female and male candidates from all religious and ethnic backgrounds, representing the diversity of Brazil, such as black and indigenous people, to apply to become a part of our organization. Candidates will be equally considered regardless of gender identity, sexual orientation, disability, social and HIV/aids status.