Information Technology Assistant

Organizational Setting

The Regional Office for the Near East and North Africa (RNE) leads FAO's support to countries in the region in transforming their agrifood systems to achieve the Sustainable Development Goals (SDGs). It identifies regional priorities for food security, agriculture and rural development and ensures the planning and implementation of FAO's strategic response in the region through a multidisciplinary approach. It implements approved programmes and projects, monitors programme implementation, and ensures that they contribute to addressing regional priorities. RNE also advises on the incorporation of regional priorities into the Organization's Strategic Framework and Programme of Work and Budget. RNE supports regional policy dialogues, facilitates the emergence of regional partnerships, and supports knowledge exchange, capacity development and resource mobilization for food security, agriculture and rural development in the region. It develops and maintains relations with region-wide institutions including the Regional Economic Integration Organizations (REIOs).

The position is located in the Regional Office for the Near East and North Africa (RNE) in Cairo, Egypt.

Main Purpose

The Information Technology Assistant coordinates and performs the full range of Information Technology (IT) support functions. He /she ensures quality, transparency and consistency of IT service delivery in line with established IT procedures and Service Level Agreements (SLAs).

Supervision Received/Exercised

The Information Technology Assistant reports to the National Professional Officer (Information and Communication Technology) and follows technical standards and procedures established by the IT Division. The incumbent operates independently and takes decisions on work priorities. Supervision received is focused on office IT priorities, in particular the meeting of timelines and the quality of support given to clients.

Working Relationships

The incumbent has frequent interaction with staff at all levels within the work unit to resolve routine and non-routine IT-related problems and coordinate IT service delivery. He /she works closely with the IT Division to ensure problem resolution and service delivery.

Key Functions/Results

• Receive and log all requests from users relating to IT services in the Service Desk System.
• Provide first and second level * (*see below) support for office users to resolve issues regarding the full range of computer applications as well as standard and non-standard hardware, software and peripherals (CD-writers, scanners, USB-drives, etc); act as liaison between users and the IT Division for resolution of more complex or persistent issues that cannot be solved directly; monitor progress and ensure problem resolution.
• Assist in more complex tasks related to web publishing and media production and provide support on how to make the most effective use of information technology.
• Deploy and configure hardware and software, including non-standard equipment that has been cleared for use as per established policies and procedures; assist in implementing procedures for data backups.
• Ensure user access to the corporate/office IT infrastructure: set up network services according to established policies and procedures (e.g. e-mail accounts and user access profiles, file share security); manage office shared drives and public e-mail folders.
• Operate and troubleshoot a variety of office equipment, such as personal computers, printers, photocopiers, PDAs and smartphones, and maintain IT stationery supplies.
• Provide user guidance and training on IT equipment and services and contribute to the IT knowledge base.
• Provide hands-on assistance to users in organizing presentations and setting up audio-visual equipment.
• Advise office staff on the selection of both standard and non-standard IT hardware and software, carry out market research on availability and pricing and liaise with external suppliers as appropriate.
• Assist in the planning and procurement of IT equipment and software, based on established equipment life cycle processes: provide specifications for the purchase of hardware, software and peripherals and assist users in the preparation of IT-related Purchase Requisitions, Low Value Orders and Local Orders in Oracle for hardware, software and peripherals; liaise with the IT Division for clearance of non-standard equipment and software.
• Manage the office pool of IT equipment and local stock of IT supplies and materials: maintain the inventory and assets in the Service Desk System and GRMS fixed assets; ensure that software licenses are legally acquired and formally recorded.
• Process separation clearance as per established procedures.
• Perform other related duties as required.

•  Level 1 provides support for received calls from users and solve technical issues if technically able to do so, coordinating responses to/from 2nd level teams and generally managing the users' requests for support in all areas of IT.' Examples of activities performed at 1st level are: basic trouble-shooting providing information relating to hardware and software models, and existing policies and procedures, basic account management functions, data transfers, drafting of technical documentation and process flows.
• Level 2 support builds on Level 1 activities and provides support for incidents or service requests of moderate complexity such as: recommending acquisition of hardware, software, devices, tools; complex software and hardware troubleshooting; maintaining inventories; desktop and laptop deployment and configuration; simple user account administration; website development and updates; configuration and testing of hardware and software; assistance in testing and evaluation of new products and technologies; information systems monitoring and support; and, maintaining information systems such as databases.

Impact Of Work

The incumbent plays a lead role in the overall provision of FAO information technology services. He/she plays a lead role in the provision of information technology support services for successful achievement of the organizational unit's mandate.

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education.
Work Experience: Four years of relevant experience in IT-support work.
Languages: Working knowledge (proficiency - level C) of English.

IT Skills:

• Very good knowledge of the MS Office applications and Microsoft 365, systems installation and configuration, Internet and office technology equipment.
• Networking and IT Equipment support.
• Basic UNDSS IT Security Awareness or equivalent.

Residency: General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing valid visa to work or a valid work permit, and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence.

Competencies

• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement

Technical Skills

• Very good understanding of the IT infrastructure.
• Very good knowledge of IT governance policies and procedures.
• Very good problem-solving skills related to IT issues.

Desirable Qualifications And Skills

•     Working knowledge (proficiency - level C) of Arabic