Overview
Performs procedural and specialized activities for UNICEF’s ICT systems, including desktop administration, server operations, and user orientation. Contributes to the creation of digital transformation tools and provides support for AI and field communication solutions.
Key Responsibilities
- Providing first-level support for ICT service requests.
- Managing the lifecycle of ICT incidents.
- Supporting conferencing with ICT and audiovisual equipment.
- Maintaining ICT inventory and documentation.
- Providing basic technical support and user orientation on AI tools.
- Supporting testing and deployment of AI-enabled tools.
- Providing basic technical support for satellite and field communication solutions.
- Assisting in routine operation and monitoring of server systems.
- Providing second-level user support/troubleshooting.
- Extracting data from databases and diagnosing errors.
- Performing backups of servers.
- Assisting in the generation of computer reports.
- Providing on-the-job orientation for users.
Required Experience
- A minimum of five years of practical work experience in information technology.
- Experience in providing assistance to users on IT products and services, and use of applications and diagnostic tools.
- Practical experience in providing technical and business Customer Support and Services.
- Practical experience and working knowledge of various computer platforms and applications.
- Experience in Power BI, PowerApps, SharePoint, or equivalent tools.
- Experience supporting digital innovation initiatives, AI-enabled tools, or field connectivity solutions is considered an asset.
Qualifications
- Completion of Secondary education is required, supplemented with formal training in Computer Science, Information Systems, Telecommunications, and Engineering.
- ITIL Foundation Certificate or equivalent customer support certification is an asset.
