Hardship LevelB
Family TypeFamily
Family TypeFamily
Residential location (if applicable)
GradeGS7
Staff Member / Affiliate TypeGeneral Service
ReasonRegular > Regular Assignment
Target Start Date2025-09-01
Deadline for ApplicationsAugust 11, 2025
Standard Job Description
Senior IT Associate
Organizational Setting and Work Relationships
Senior IT Associate is a technical position within the UNHCR operation. Direct supervision is normally exercised by an (Assistant/Associate) IT Officer. In locations without a professional IT supervisor, the incumbent must be able to work independently due to the technical nature of the work and liaise directly with regional and HQs technical units for problem solving and consultations. Main task of the position is to ensure routine functioning of the IT system within the country operation and assist the management to improve and refine it with the technical progress.
The incumbent has regular contacts with all staff members maintaining smooth and friendly relations with a high responsive attitude towards problem solving and finding solutions. S/he has also contacts with external parties such as contractors and suppliers of IT equipment and services.
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
- Undertake needs assessment on site and installations of UNHCR Telecommunications equipment considering the overall IT strategy of the region, the operational needs and the security constraints.
- Install and configure the most appropriate type of UNHCR IT and Telecommunications systems (HF, VHF, UHF, Microwave Links, Telephony, satellite systems) to meet the needs of operations within the AoR.
- Ensure that the equipment under area of responsibility is in good working condition, by inspecting regularly the hardware and installations. If required, arrange promptly repairs or replacement as necessary according to established procedures.
- Maintain records of the installations and repairs/replacements done and keeps the supervisor fully informed on the status of the equipment.
- Provide the office, where equipment is installed, with full information for their asset management records.
- If applicable, keep a proper inventory level of all sites spares and return spare parts for repair/replacement;
- Monitor and maintain the LAN, Network Servers, Printers, LAN points, Hubs, Patch pane, etc. to prevent faults occurring.
- Add or remove users from the Network.
- Carry out minor hardware maintenance.
- Maintain up to date inventory of all infrastructure equipment under AOR.
- Carry out missions for new installations and routine maintenance tours of telecoms equipment.
- Maintains the VSAT Network and local PABX systems in the AOR.
- Undertake coaching, and training of IT staff and users. Draft procedures and instructions to promote a better understanding of the use of the IT equipment.
- Undertake upgrading of computers (Hardware, Software) in UNHCR offices to maintain current UNHCR standards and, subsequent installation of the new software platforms.
- Liaise directly with end users to clarify analyses and resolve reported issues, delivering high standard of customer services.
- Undertake other tasks or assignments within his/her area of competence as directed by Supervisor/Head of Service.
- Decide on appropriate resolution to incidents / problems.
- Escalate issues to supervisor if incident / problem cannot be resolved within scope of responsibility.
- 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 G7 - 4 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher
Field(s) of Education
Not applicable.
Certificates and/or Licenses
Satellite Communications;
(Certificates and Licenses marked with an asterisk* are essential)
Relevant Job Experience
Essential
Experience with PAMA satellite systems, PABX, Cisco routers and satellite modems. Knowledge of computer application packages.
Desirable
Hands-on experience with wireless and VoIP systems, electricity, generators, lightning protection an asset.
Functional Skills
*IT-Microsoft Office Productivity Software
*IT-IT Radio Communications (HF, UHF, VHF)
TR-Training - Virtual and face to face
(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.
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 Operational Context
UNHCR was established on 14 December 1950 by the UN General Assembly. The agency is mandated to lead and coordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to support States to ensure that everyone forced to flee can exercise the right to seek asylum and find safe refuge in another State, with the option to return home voluntarily, integrate locally or to resettle in a third country (www.unhcr.org).
In Zambia, UNHCR supports the Government of Zambia to provide an enabling protection environment that allows asylum-seekers, refugees and former refugees to be protected, be self-reliant and achieve durable solutions.
Zambia has adopted a comprehensive refugee response approach, as outlined in the New York Declaration (2016) and the Global Compact on Refugees (2018), which guide the country’s refugee and asylum response. This framework promotes an all-of-society approach, emphasizing strong investment and international support to address both immediate humanitarian needs and long-term socio-economic development solutions for forcibly displaced and local host communities. In fulfilling its mandate, UNHCR proactively pursues and advocates for sustainable responses that not only meet urgent needs but also foster long-term benefits, in line with the United Nations' Sustainable Development Goals (SDGs). This approach integrates economic growth, social inclusion, and environmental protection to ensure present needs are met without compromising the well-being of future generations.
Zambia is a signatory to the 1951 Refugee Convention and its 1967 Protocol, reaffirming its commitment to international refugee protection standards. The country's asylum and refugee response are governed by the Refugees Act of 2017, which provides the legal framework for refugee status determination, rights, and obligations of refugees, as well as their access to protection and assistance in Zambia. In addition, Zambia's National Refugee Policy and its Implementation Plan provide a structured approach to refugee management, promoting self-reliance, inclusion in national systems, and durable solutions in line with international and regional commitments.
In 2025, Zambia will receive a World Bank grant under the IDA 20 Window for Host and Refugee Communities to implementing the Refugee and Host Communities Project to enhance socio-economic opportunities for refugees and host communities. A key focus of the project is harmonizing laws in Zambia to facilitate implementation of the Refugee Policy and to facilitate refugee documentation, access to basic services, and self-reliance. As part of this effort, the project supports the rollout of new national ID cards for refugees across all three refugee-hosting districts, promoting legal recognition and inclusion within national systems.
As of 30 June 2025, Zambia hosts some 111,262 forcibly displaced persons (82,017 refugees; 11,159 asylum seekers and 18,086 former refugees and others of concerns) in three refugee settlements and other urban areas including Lusaka. The vast majority live in the three refugee settlements, namely Mayukwayukwa (27,051), Meheba (45,973), Mantapala (9,480), and some (28,757) have settled in urban locations. The Government of the Republic of Zambia (GRZ) coordinates asylum and refugee management through the office of the Commissioner for Refugees (COR) in the Ministry of Home Affairs and Internal Security and in close collaboration with other government departments and the inter- governmental steering committee established for this purpose, with the direct support of UNHCR.UNHCR in Zambia has three field offices/units (one in Solwezi, one in Kawambwa, one in Kaoma) and a Representational Office in Lusaka.
Nature of position
As the sole IT staff member in the Multi-Country Office (MCO) Zambia, the Senior IT Associate will be based in MCO Zambia. This role will cover UNHCR’s operations in Zambia, which includes a country office and three field offices/units, as well as the UNHCR national office in Malawi. The incumbent will be supervised by the Finance Officer located in the UNHCR Country Office (CO) Zambia. The main task of the position is to ensure routine and effective functioning of the ICT system in MCO Zambia operations and to ensure technical support, via provision of IT Service delivery, either directly or through engagement with third party service providers. The incumbent must ensure by providing remote support to end users, administration and monitoring of the offices ICT infrastructure equipment, to ensure that the data and assets are protected and used in the most efficient manner.
S/he must resolve technical hardware, software, or service problems with the IT environment and ensure all issues and resolutions are documented while maintaining absolute discretion in dealing with confidential data and documents. S/he must assist in the management and maintenance of the server environment to ensure peak operating efficiency and that all systems are properly backed up. Ensure that the equipment under area of responsibility is in good working condition, by inspecting regularly the hardware and installations. If required, arrange promptly repairs or replacement as necessary according to established procedures. Maintain accurate inventory of computers and other ICT equipment, software, and licenses as well as records of the installations and repairs/replacements done and keeps senior management fully informed on the status of the equipment.
The incumbent will do the planning and procurement of the ICT equipment: end users and offices infrastructure equipment, as well as replacement and retirement of the obsolete equipment in line with UNHCR Policy.
The incumbent must periodically review ICT stock to identify and report items that are approaching end of life and recommend timely replacements as necessary. Assist in purchasing and receiving of any new items to ensure that all items are entered into the inventory.
Complete annual audit and verification of all ICT items under the area of responsibility of MCO Zambia to validate information in assets management register (ERP) and provide reports to management as necessary.
The incumbent is expected to work strategically in support of UNHCR’s operational and administrative objectives in the countries and also provide administrative support to the Admin Unit as required. The incumbent will maintain regular contacts with all staff members in both Zambia and Malawi as well as relevant staff in the regional bureau and headquarters. S/he will be in touch with external parties such as contractors and suppliers of IT equipment and services, the UN, Government counterpart and others.
Desired candidate profile
The ideal candidate must demonstrate a proven ability to work independently and engage directly with UNHCR regional and headquarters technical units for problem-solving and consultations. S/he should be capable of managing multiple tasks in a courteous, service-oriented manner—often under tight deadlines and with fluctuating workloads.
The candidate must have experience conducting on-site and remote needs assessments and installing telecommunications equipment, with a strong understanding of the region's overall IT strategy, operational requirements, and technical constraints. S/he should be able to install and configure appropriate IT and telecommunications, software, systems that effectively support operational needs.
As a Senior IT Associate with UNHCR MCO Zambia, the incumbent would be responsible for a broad range of ICT-related tasks. These include supporting the implementation of IT standards, maintaining and monitoring network infrastructure, providing technical support, and training staff in the use, report and support in resolving the ICT issues remotely. The role also involves inventory management, documentation, and ensuring the overall efficiency and stability of the office’s IT environment.
Strong interpersonal skills and a solutions-oriented mindset are essential. The candidate should be able to maintain positive working relationships and respond proactively to technical issues. Relevant IT certifications and a solid understanding of the current technology landscape are required.
Additionally, the candidate must possess well-developed communication and interpersonal skills, with the ability to effectively engage non-technical counterparts and contribute to the technological transformation of field offices within their purview.
Required languages (expected Overall ability is at least B2 level):
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,
Desired languages
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Operational context
Additional Qualifications
SkillsIT-IT Radio Communications (HF, UHF, VHF), IT-Microsoft Office Productivity Software, TR-Training - Virtual and face to face
Education
CertificationsSatellite Communications - Other
Work Experience
CompetenciesAccountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Managing resource, Organizational awareness, Planning & organizing, Teamwork & collaboration, Technological awareness
UNHCR Salary Calculator
https://icsc.un.org/Home/SalaryScales
Additional InformationOnly short-listed candidates will be contacted. Shortlisted candidates may be required to sit for written test and/or oral interview.
Functional clearanceThis position doesn't require a functional clearance