Information and Communication Technology Assistant

Job Description

Information and Communication Technology AssistantPrimary Location: Egypt-Cairo The Information and Communication Technology Assistant will report to the National Professional Officer (Information and Communication Technology) in the regional office for the Near East and North Africa and work in close collaboration with IT team in Cairo and follows technical standards and procedures established by the IT Division. Performs a variety of information technology support duties to ensure smooth delivery of the corporate IT services. Log tickets on Service Desk, monitors, operates, or coordinates and assists others in the IT support and operation. Liaise with IT Division to ensure problem resolution and service delivery. The incumbent is accountable for the IT support and operation at the level of the regional office as well as providing support ?when required? to the sub-regional offices and country offices and she/he is responsible to understand the corporate setup, rules, regulations and policy and fulfil all the needed competences, skills and certifications needed. * Receive, log and monitor requests related to IT matters, in the Service Desk system Service NOW, resolve IT-related issues pertaining to FAO standard equipment, escalate those issues that cannot be solved to CSI, monitor progress and resolution; * Manage all troubleshooting through helpdesk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system; * Provide IT assistance to staff and visitors for organizational related issues; * Provide orientation to New Users on the IT rules and regulations, in particular related to equipment, software, printers, scanners, and IT security matters; * Provide instructions and ensure that RNE users are properly using the existing technology (MSOffice, email online archive, OneDrive, SharePoint, Teams, Zoom, MFA, SSPR, Intranet, etc.); * Provide support to missions from HQs, country offices or internal missions; * Assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract; * Maintain the office technology maps up to date, the architecture and technical specification of the network infrastructure (LAN and WAN); * Ensure security of the network by following security policies and report problems when they are detected; * 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; * Plan for IT assets disposal process and in case of equipment to be granted to external organizations, follow the MS502 procedures and in close cooperation with assets focal point and under close supervision of the ICT Officer; * Assist to deploy and assign new equipment, create and update the IT equipment inventory list on the regional assets record on regular basis. * Be aware of all the IT Division policies and ensure to follow them accordingly. * Ensure that all the official equipment (desktop, laptop, servers, MFP, PBX and others) in the office are 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. * Assist in the presentation of display materials and Video Conferencing events; * Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the ICT Officer; * Support the ICT Officer in providing all the needed assistance in terms of the biennium planning exercise (ABC categories) timely (IT Management and Support matters); * Identify the future needs in the office in terms of equipment, connectivity and moves, timely informing the ICT Officer; * Perform a simulation of the Disaster and Incident recovery plan, reporting to the ICT Officer about the planning, execution, lesson learnt and proposed improvements; * Experience in SharePoint features and administration; * Experience in SharePoint application development using PowerApps and Power Automate; * Experience in PBX systems and assist in the current PBX migration if required; * Provide monthly report on all IT services, Internet, emails, laptop/desktop systems; * Provide monthly report on UPS backup time and maintenance log update; * Provide monthly report on troubleshooting, errors and solutions; * Provide monthly report on network/ Network printer troubleshooting; * Provide monthly report on physical condition of IT equipment providing timely reports to the ICT Officer for IT record. * Stay committed and ready to perform any other duty and take-up any assignment given by ICT Officer. * Advanced university degree in Computer Science, Information Technology, Information Systems, Software Engineering, Electric or Electronic Engineering, Mathematics, Statistics or a related field. * Five years of relevant experience in delivering digital and information technology solutions and support services. * Working knowledge (proficient - level C) of English and limited knowledge (intermediate - level B) of another official FAO language (Arabic, Chinese, French, Russian or Spanish). * Nationality of Egypt or resident in the country with a regular work permit. * Results Focus * Teamwork * Communication * Building Effective Relationships * Knowledge Sharing and Continuous Improvement * Work experience in ICT infrastructure and support services * Very good ICT problem-solving and troubleshooting skills * Extent and relevance of experience in SharePoint application development using PowerApps and Power Automate * Very good knowledge of networking protocols and configurations * Familiarity with PBX and voice services * Extent and relevance of experience in Microsoft Office applications * Extent and relevance of experience in online communication and collaboration tools such as Zoom and Teams * Very good knowledge of IT governance policies and procedures * FAO does not charge a fee at any stage of the recruitment process (application, interview meeting, processing).* Incomplete applications will not be considered. If you need help or have queries, please contact: Careers@fao.org* Applications received after the closing date will not be accepted.* Only language proficiency certificates from UN accredited external providers and/or FAO language official examinations (LPE, ILE, LRT) will be accepted as proof of the level of knowledge of languages indicated in the online applications.* For other issues, visit the FAO employment website: * Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances. Subject to certain exemptions, vaccination against COVID-19 will in principle be required. Vaccination status will be verified as part of the medical clearance process.HOW TO APPLY? To apply, visit the recruitment website at and complete your online profile. We strongly recommend that your profile is accurate, complete and includes your employment records, academic qualifications, and language skills ? Candidates are requested to attach a letter of motivation to the online profile ? Once your profile is completed, please apply, and submit your application ? Please note that FAO only considers

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