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Providing first-level support that includes receiving, processing and logging service requests.
Managing lifecycle of ICT incidents assigned to him/her in service management tool.
Providing support in conferencing with ICT and audiovisual equipment as and when requested.
Creating and assigning work orders.
Maintaining and updating files (electronic and paper) and internal databases.
Maintaining ICT inventory, manuals and other documentation. This may require the incumbent to lift, move, mount, or store equipment.
Installing/upgrading, configuring (routine, standard) and maintaining systems, tools and equipment.
Assisting in routine operation and monitoring of server systems.
Providing second-level user support/troubleshooting.
Extracting data from databases to serve the needs and requests of users, diagnosing errors and correcting as necessary.
Performing backups of servers following standard backup procedures.
Assisting in the generation of computer reports.
Providing on-the-job orientation for users in the use of ICT systems.
Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, Engineering.
ITIL Foundation Certificate or equivalent customer support certification is an asset.
A minimum of six years of practical work experience in information technology, requiring systematic methods of troubleshooting and problem solving is required.
Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools is required.
Practical experience in providing technical and business Customer Support and Services is required.
Practical experience and working knowledge of various computer platforms and applications is required.
Fluency in English is required. Knowledge of another UN language or local language of the duty station is considered as an asset.
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12 Jun, 2018
The Daily Star
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24 Jun, 2018
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