ICT Support Associate

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About the Organization

As the lead United Nations agency on international development, UNDP works in 170 countries and territories to eradicate poverty and reduce inequality. We help countries develop policies, leadership skills, partnerships and institutional capabilities to achieve the Sustainable Development Goals. Our work is centred around six core development areas, known as our signature solutions: poverty and inequality, governance, resilience, environment, energy and gender equality.

Job Description

Working under the guidance and direct supervision of the ICT Associate (G7), the ICT Support Associate delivers comprehensive ICT services to all UN agencies located on the premises and provides remote support to programme and project staff across India. The role encompasses:

• Onsite and Remote ICT Support: Ensuring smooth daily operations of information management tools and technology infrastructure for a large Country Office.
• Administrative ICT Support: Assisting the ICT Unit in managing and maintaining technical systems and documentation.
• User Support: Providing timely technical assistance and troubleshooting to ensure uninterrupted workflow for all staff.

The ICT Support Associate champions a client-focused approach, fostering efficiency and responsiveness to the evolving technological needs of the organization.

Job Responsibilities

Supports implementation of ICT management systems and strategies, focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the CO technology environment. Docusign Envelope ID: 6C4F694E-DAE4-40A6-8649-4791F668F3EA
• Facilitate meetings and provide A/V Support.
• A/V Support Technician will conduct regular preventive maintenance of A/V System such as Video Conference, Projectors, Matrix Switcher, Crestron Controller, Speaker and mic system etc
• Should have knowlege of Video Switching Equipment’s Scalars & Switchers of Kramer & Extron, Audio mixers, Microphones and other Audio products.

Ensures effective functioning of the CO hardware and software packages, focusing on the achievement of the following results:

• Performance of specific technical functions, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and routine repairs.
• Assistance in the installation of commercial and in-house developed software and related upgrades
• Assistance in upgrading patch and anti-virus programs on a timely basis.
• Ensure projectors & screens are focused and calibrated to fit screen and check the video signal and color quality. Ensure the lens & filters are clean. Check the Lamp hours and if replacement is needed to be planned.
• Daily and Monthly reports of calls from the EPABX system should be fetched and forwarded to the Line manager.
• First Level support to Alcatel & Zoom Telephony cloud based PBX
• Supports networks administration, focusing on achievement of the following results:
• Assistance in troubleshooting and monitoring of network problems.
• Response to user needs and questions regarding network access.
• Assistance in backup and restoration procedures for local drives. Maintenance of backup logs.

Assistance to organization of off-site storage of backups. Provides administrative support, focusing on achievement of the following results:

• Maintenance of an up-to-date inventory of software and hardware.
• Maintenance of a library of ICT related reference materials.
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.
• Should have knowledge of Video Switching Equipment’s Scalars & Switchers of Kramer & Extron, Audio mixers, Microphones and other Audio products should be well versed with Operation of Polycom MCU for day-to-day operations & ISDN connectivity.

Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on the achievement of the following results:

• Participation and assistance in the organization of training for the CO staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice.

Supports the implementation of locally developed applications, focusing on the achievement of the following results:

• Collaborate with the ICT team and relevant stakeholders to facilitate the deployment of locally developed applications in the office.
• Coordinate with developers and end-users to gather feedback for improvements and updates. Docusign Envelope ID: 6C4F694E-DAE4-40A6-8649-4791F668F3EA
• Maintain documentation of application usage, support requests, and resolutions for reference and Analysis

Education Qualification/Required Skills & Experience

Secondary education is required.

• A university degree in Information Technology/Computer Science or equivalent field will be given due consideration, but it is not a requirement.
• Min. years of relevant work experience
• Minimum of 6 years (with secondary education) or 3 years (with bachelor’s degree) of relevant experience in Information Technology/Computer Science.

Required skills  

• Experience in office365 applications including SharePoint
• Experience in organizing online web conferences e.g. Zoom, MS Teams, Cisco Webex etc.
• Experience in managing Alcatel PBX System.

Desired skills in addition to the competencies covered in the Competencies section

• Good working knowledge of Cisco Meraki
• Experience and knowledge of Cloud telephony e.g. Zoom
• Experience of working with international organizations including the UN will be desirable.

Required Language(s)   

• Fluency in English and Hindi is required.
• Professional Certificates             
• Microsoft Certified Professional (MCP)

For more information please check the Link

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