2302415

IT Assistant

Job announcement  : Aug 31, 2023

Unpublishing date  : 14/09/2023, 21:59:00

Organizational Unit : FLMEX

Position type  : Temporary work

Requisition Type: PSA (Personal Service Agreements)

Grade Level: N/A

Main location  : Mexico-Mexico City

Duration: 84 days

Position Number: N/A

_ FAO tries to ensure gender, geographic and linguistic diversity among its staff and international consultants, in order to serve the Organization’s Member States in all regions in the best possible way.

_

•  FAO is committed to achieving diversity in its workforce in terms of gender, nationality, origin and culture.
•  Women, nationals of underrepresented or unrepresented Member States and persons with disabilities who possess the necessary qualifications are encouraged to apply.
•  Everyone working for FAO must adhere to the highest standards of integrity and professional conduct and uphold FAO values.
•  FAO, as a specialized agency of the United Nations, applies a policy of zero tolerance for conduct incompatible with its statute, objectives and mandate, in particular sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination.
•  All successful candidates will undergo rigorous reference and background checks.
•  All requests will be treated with the strictest confidentiality.

organizational framework

The position is located in the FAO representation in Mexico.

Hierarchical dependency

Under the direct supervision of the FAO Representative in Mexico and the direct supervision of the Assistant Administration Representative.

Field of specialization

information technology

Tasks and responsibilities

– User support

•  Assist the user for the presentation of materials and videoconferences.
•  Provide orientation to new users on IT rules and regulations, particularly regarding equipment, printers, scanners, and IT security matters.
•  Provide instructions to users on existing technology and potential use (One drive for Business, Teamworks, MSOffice, Intranet, Skype for Business, etc.).
•  Provide instructions to users on guidelines, policies and standards.
•  Receive, record and monitor requests related to IT issues, in Service Now, resolve IT issues related to FAO standard equipment, escalate issues that cannot be resolved to the Regional Office IT Group and monitor progress and resolution.
•  Provide support to internal missions within the Decentralized Office.

– Collaboration tools

•  Provide advice to users on existing technology and potential use of Office 365 collaboration tools.
•  Provide guidance and technical support to users in solving problems related to collaboration tools.
•  Clearly document identified development-related needs.
•  Maintain an updated record of identified needs, as well as implemented solutions.

– Network and connectivity

•  Help develop an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract.
•  Keep office technology maps, architecture and technical specifications of the network infrastructure (LAN and WAN) updated.
•  Ensure network security by following security policies and reporting issues when detected.

– Informatic team

•  Maintain a record of IT assets and keep the local office IT inventory list up to date;
•  Monitor IT equipment due dates monthly and take upgrade/replacement measures on time.
•  In the event that equipment is issued to external organizations, follow the procedures of MS 502 and inform the regional Integrated Service Desk (ISD) accordingly.
•  Assist in assigning new equipment and periodically updating the IT equipment inventory list in the asset register.

– Corporate and non-corporate software

•  Ensure that all official equipment (desktops and laptops) in the office are up to date in terms of corporate policy and requirements.
•  Inform users that all unofficial computers cannot connect to the corporate network or use corporate services, except for public Wi-Fi Internet connection.
•  For all non-corporate software, follow the approval process and ensure that no non-corporate software is installed on FAO equipment without official authorization.
•  Ensure the security and privacy of user identity (user credentials) and user-managed data, following relevant corporate policies.

– Troubleshooting

•  Support corporate IT services in accordance with current policies and regulations, ensuring timely provision of the Incident Report (PIR) to the regional Integrated Service Desk (ISD).
•  Troubleshoot requests related to hardware, software and IT services issues, reports and corresponding logs in the corporate Service Management system.
•  Fulfill requests for Service Level Agreements (SLAs), and when this is not possible escalate the problem to the regional ISD.
•  Manage all issue resolution through the help desk, prepare appropriate logs, and maintain records of completed tasks in the help desk ticket tracking system.

– Planning and proactive work

•  Support the ISD by providing all necessary assistance in terms of the appropriate ABC categories (IT Support and Management issues).
•  Identify future needs in the office in terms of equipment, connectivity and moves, informing the ISD in a timely manner.
•  Conduct a simulation of the disaster and incident recovery plan, informing ISD of planning, execution, lesson learned, and proposed improvements.
•  Be aware of all IT Division policies and ensure compliance.
•  Provide IT assistance to staff and visitors for organizational related matters.
•  Perform any other duties assigned by ISD related to IT Services.
•  Stay committed and ready to take on any task assigned by supervisor and Representative

CANDIDATES WILL BE EVALUATED ACCORDING TO THE FOLLOWING CRITERIA:

Minimum requirements

– An excellent command (level C) of Spanish is required, as well as a good knowledge of the English language (level B). – Mexican nationality or resident in the country with a regular work permit. – University degree in information and communication technology systems, computer systems, computing or related areas, preferably with a specialty and/or master’s degree. – At least 1 year of work experience in information and communication technology support services, including 2 years in agencies of the United Nations System could be an advantage.

FAO Core Competencies

– Results-based approach – Teamwork – Communication – Effective relationship building – Knowledge sharing and continuous improvement

Technical/functional skills

– Experience in networking and IT equipment support – Experience in Microsoft O365 platform support – Practical experience in Microsoft O365, installation and configuration of systems – High knowledge of hardware and software configuration of desktop and laptop computers – Knowledge of the United Nations System policies, rules and regulations – Relevant Microsoft and Apple certifications desirable. – MCSA certification for the installation and configuration of Windows 10 (latest version). – Cisco CCNA certification desirable. – ITIL v4 certification desirable. – Work experience in a customer service environment.

It is noted that all candidates should adhere to the Organization’s values ​​of commitment to FAO, respect for all and integrity and transparency.

ADDITIONAL INFORMATION

•  FAO does not charge fees at any stage of the recruitment process (application, interview, processing).
•  Incomplete applications will not be considered. If you need help or have questions, please contact: Careers@fao.org
•  Applications received after the application deadline has expired will not be accepted.
•  Please be informed that FAO will only consider academic degrees or credentials obtained from an educational institution included in the Global Higher Education Database, which is a list maintained by the International Association of Universities (IAU)/UNESCO. The list can be consulted at: www.whed.net/
•  For any other questions visit the FAO employment website: http://www.fao.org/employment/home/es/.

HOW TO APPLY Candidates are requested to attach a letter of motivation to the online profile. We encourage applicants to submit the application well before the deadline date. If you need help, or have queries, please contact: Careers@fao.org

FAO IS A NON-SMOKING ENVIRONMENT