Organizational Setting
FAO works in partnership with governments and other development actors at global, regional and national levels to develop enabling policies and institutional environments. FAO contributes to strengthening the capacities of countries so that they translate their political commitment into concrete measures aimed at eradicating hunger, food insecurity and malnutrition in the world.
The FAO Representation in Mauritania supports the government in several agricultural and rural development initiatives by working together to make agriculture, forestry and fishing more productive and sustainable by adopting inclusive and efficient agricultural and food systems and increasing the resilience of livelihoods in the face of climate threats and crises.
This position is located in the FAO office in Mauritania, a wide range of IT and logistics support tasks are undertaken.
Reporting Lines
The position reports to Assistant FAOR in charge for Administration.
Technical Focus
The Position's primary focus is on the areas of IT support and local IT operations, user and desktop support (hardware and software), and helpdesk. Performs a variety of information technology support duties to ensure smooth delivery of corporate IT services. Monitors, operates, or coordinates and assists others in IT support and operation, in particular with the regional RDL in order to achieve desired results.
The incumbent is accountable for the IT support and operation at the level of the country office, and she/he is responsible for understanding the corporate setup, rules, regulations and policy and fulfill all the needed competences, skills and certifications needed.
Tasks and responsibilities
The IT Assistant will provide support in the following areas:
User support
• Assist in the presentation of display materials and Video Conferencing events.
• Provide orientation to New Users on the IT rules and regulations, related to equipment, printers, scanners, and IT security matters.
• Provide instructions to users on existing technology and potential use (Onedrive for Business, Microsoft Teams, MS Office, Intranet, etc.).
• Provide instruction to users on guidelines, policies, and standards.
• Receive, log and monitor requests related to IT matters, in the Service Desk -ServiceNow system, resolve IT-related issues pertaining to FAO standard equipment, escalate those issues that cannot be solved to the IT Group of the Regional Office, monitor progress and resolution.
• Provide support to missions from the Regional Office, HQs, or internal missions within the Decentralized Office.
Network and connectivity
• Assist in developing an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contracts.
• Maintain the office technology maps up to date, the architecture and technical specifications of the network infrastructure (LAN and WAN).
• Ensure security of the network by following security policies and report problems when they are detected.
IT Equipment
• Keep track of IT assets and maintain the local office IT inventory list up to date.
• Monitor IT equipment expiry dates on a monthly basis and take upgrading/replacing measures in time.
• In case of equipment to be granted to external organizations, follow the MS502 procedures and inform the RDL accordingly.
• Assist in assigning new equipment and update the IT equipment inventory list on the regional assets record on a regular basis.
Corporate and non-corporate software
• Ensure that all the official equipment (desktop and laptop) in the office is up to date in terms of the corporate policy and requirements.
• Inform users that all the non-official equipment cannot connect to the corporate network or using corporate services, except Wi-Fi public internet connectivity.
• For all non-corporate software follow the clearance process and ensure that no non-corporate software is installed in FAO equipment without official clearance.
• Ensure security and privacy of user identity (user credentials) and data managed by the user, following the relevant corporate policies.
Troubleshooting
• Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional RDL.
• Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate Service Management system.
• Fulfill requests the SLAs, and when this is not possible to escalate the issue to the regional RDL.
• Manage all troubleshooting through helpdesk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system.
Planning and proactive work
• Support regional RDL providing all the needed assistance in terms of the ABC categories timely (IT Management and Support matters).
• Identify future needs in the office in terms of equipment, connectivity and moves, timely informing the RDL.
• Perform a simulation of the Disaster and Incident recovery plan, reporting to the regional RDL about the planning, execution, lesson learnt and proposed improvements.
• Be aware of all the IT Division policies and ensure to follow them accordingly.
Reporting to IT Manager
• Weekly report on all IT services, Internet, emails, laptop/desktop systems.
• Weekly report on UPS backup time and maintenance log update.
• Weekly report on troubleshooting, errors and solutions.
• Weekly report on network/ Network printer troubleshooting.
• Weekly report on the physical condition of IT equipment providing timely reports to the regional RDL for IT record.
Other tasks
• Provide IT assistance to staff and visitors for organizational related issues.
• Perform any other duty assigned by the regional RDL related to IT Services.
• Stay committed and ready to take-up any assignment given by supervisor and senior management (FAOR).
CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING
Minimum Requirements
• University degree with specialized formal training on ICT systems.
• At least 5 years of relevant work experience in ICT Support services
• Working knowledge of French and English
• National of Mauritania or resident of the country with valid work permit.
FAO Core Competencies
• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement
Technical/Functional Skills
• Desirable Certification:
Microsoft Certified Solutions Associate (MCSA) for Windows 11 installation and configuration
• Additional certifications:
Other relevant Microsoft and Apple certifications would be desirable
Cisco CCNA certified would be desirable
ITIL v3 certification would be desirable
• 2 years of relevant work experience within UN agencies would be advantageous.
• Limited knowledge of Arabic is desirable
• Prior work experience gained in a Service Desk client orientated environment.
• Good communication skills.
• Networking and IT Equipment support experience.
• Experience in MS O365 platform support.
• Hands-on experience in Microsoft O365, systems installation and configuration.
• Strong understanding of desktop and laptop hardware set-up and configuration.