FAO - ICT Support and GIS Assistant

Background:
Under the general supervision of FAO Head of Office and direct supervision of the National Administrative and Finance Officer, in line with FAO ICT governance and under the technical supervision of the Emergency Project Support Officer for ICT at FAO HQ, the ICT Support and GIS Assistant provides ICT and administrative support services to the ICT unit, provides daily technical support to users of information management tools and technology infrastructure. The ICT Support and GIS Assistant promotes a client-oriented approach.
The ICT Support and GIS Assistant works in close collaboration with the Front Office, Management Support and Business Development, Programme and Operations teams in a large CO and FAO HQ staff for resolving complex ICT-related issues.
 
Description of Responsibilities:
1-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 Country Office technology environment;
-Provision of inputs to the Country Office administrative business processes mapping and implementation of the internal standard operating procedures (SOPs);
-Provision of inputs to preparation of results-oriented work plans.

2-Ensures effective functioning of the Country Office hardware and software packages, focusing on the achievement of the following results:
-Assistance with the installation and support of FAO standard computers including the setup of e-mail accounts in coordination with FAO headquarters (Emergency Operations and Rehabilitation Division [TCE] and Information Technology Division [KCT]). This involves overall understanding of the functioning of the system and the inter-action of data between sections within the office. Troubleshoot ad-hoc user problems. Provide good customer service to staff and partners;
-In collaboration with TCE HQ ICT group, liaise with local Internet Service Providers (ISP) in order to monitor local market technical availability for the introduction of new tools and systems for potential enhancement of network infrastructure and band width capacities;
-Assist in computer programming functions in support of locally developed software applications. This involves assisting with user requirements, system design and programming;
-In collaboration with ICT Group, TCE HQ, assist in the administration of the office Local Area Network (LAN) and other data and voice facilities including mobile telephone, VHF radio sets on use, telephone new Mini-M Satellite terminal etc. This involves administering user access to the network, data security of the network, and troubleshooting ad-hoc hardware or software problems experienced on the network;  
-Assist in installation of new hardware and software as per FAO standards; assist with the introduction of specific computer hardware and software.  This involves installation of new hardware and software scheduled with users.  Assist in upgrading software to new releases and versions; coordinate the procurement of hardware and software items; provide support in the most efficient use of FAO standard software including operating system, applications, tools and utilities;
-Assist in administering the reporting of equipment problems, the diagnosis of source of problem, fix the problem if possible or place service call to vendor for maintenance and follows up as necessary;
-Assist in maintaining all of the electronic data processing equipments in addition to the photocopier machines in the office and the other zonal offices;
-Maintains all records of inventory of the office IT software, hardware and communication equipments. Provide aging reports to management of the electronic data processing equipment and recommends IT equipment for disposal;
-Prepare the specifications of the IT equipments needed as per the standard specifications and procurement procedures of FAO. Maintains supply of spare parts and perform basic hardware repair, follow-up with suppliers on hardware sent for repairs, and updates the antivirus programs on all the needed computers and servers;
-Maintain the office server applications, server data backup / restore, server log and manages the folders and the access to the different folders on the server as per the granted authorization;
-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;
-Monitoring of file server traffic, usage and performance on a frequent and regular basis;
-Support to users in backing up and restoring their files, as well as in virus detection, removal and prevention;

3-Supports networks administration, focusing on achievement of the following results:
-Assistance in trouble-shooting 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.

4-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;
-Maintenance of the filing system ensuring safekeeping of confidential materials
-Extraction of data from various sources;
-Research and retrieval of l data from internal and external sources; preparation of statistical charts, tables and reports as required;
-Provision of ICT support to key events.

5-Provides Geographic Information System (GIS) support, focusing on achievement of the following results:
-Provide the IT-related assistance for maintaining and upgrading the current structure of the Projects Information System (beneficiaries database), in terms of type of information, time schedules, project classifications, confidentiality issues and propose possible modifications in order to make the system more efficient in performing the desired functions. Conduct all programming services needed for the expansion and modification and maintenance of database using the PHP programming language or other tools;
-Maintain warehouse of spatial data and information;
-Generates thematic and project-based maps upon requests from project managers and food security team;
-Liaise with GIS staff from other agencies and update mapping layouts and data layers.

6-Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on achievement of the following results:
-Assistance with office training and support for computerization. In-house training may need to be arranged for staff. Ad-hoc support to users experiencing difficulties will involve analyzing the source of the problem and solving it, whether hardware and/or software related;
-Sound contributions to knowledge networks and communities of practice.
7-Monitoring communication devices and tools, and ensuring proper maintenance and well   management of packages and deals.

8-Performing other duties as and when required.

Competencies :
Core Competencies
-Demonstrates commitment to FAO’s mission, vision and values;
-Displays cultural, gender, religion, race, nationality and age sensitivity and adaptability;
-Demonstrate corporate knowledge and sound judgment;
-Self-development and initiative-taking;
-Acting as a team player and facilitating team work;
-Facilitating and encouraging open communication in the team, communicating effectively;
-Creating synergies through self-control;
-Managing conflict;
-Learning and sharing knowledge and encourage the learning of others. Promoting learning and knowledge management/sharing is the responsibility of each staff member;
-Informed and transparent decision making.

Functional Competencies:   
Building Strategic Partnerships
Level 1.1: Maintaining information and databases
-Analyzes general information and selects materials in support of partnership building initiatives

Promoting Organizational Learning and Knowledge Sharing
Level 1.1: Basic research and analysis
-Researches best practices and poses new, more effective ways of doing things

Job Knowledge/Technical Expertise
Level 1.1: Fundamental knowledge of processes, methods and procedures
-Understands the main processes and methods of work regarding to the position
-Identifies new and better approaches to work processes and incorporates same in own work
-Strives to keep job knowledge up-to-date through self-directed study and other means of learning
-Demonstrates good knowledge of information technology and applies it in work assignments
Promoting Organizational Change and Development
Level 1.1: Presentation of information on best practices in organizational change
-Demonstrates ability to identify problems and proposes solutions

Strategic Alignment of Management Practice (HQ & RSCs)
Level 1.1: Collecting information, identifying best practice
-Gathers information on best practices in the relevant management practice in his/her area of responsibility

Design and Implementation of Management Systems
Level 1.1: Data gathering and implementation of management systems
-Uses information/databases/other management systems

Client Orientation
Level 1.1:  Maintains effective client relationships
-Reports to internal and external clients in a timely and appropriate fashion
-Organizes and prioritizes work schedule to meet client needs and deadlines

Promoting Accountability and Results-Based Management
Level 1.1:  Gathering and disseminating information
-Gathers and disseminates information on best practice in accountability and results-based management systems.

Qualifications :
Education:
Secondary education with relevant certifications in hardware and software management and application are required.
University Degree in Computer Science would be desirable, but it is not a requirement.

Experience:
5 years of relevant working experience, including network administration, support to management of hardware and software platforms, telecommunications facilities, knowledge of Windows-based packages/applications.

Language Requirements:
Arabic mother tongue and excellent knowledge of English language.
 

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