IT Support Specialist

Job Posting Organization:
The World Food Programme (WFP) is the world's largest humanitarian organization, established to save lives in emergencies and to use food assistance to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. WFP operates in numerous countries around the globe, employing thousands of individuals who are dedicated to humanitarian efforts. The organization is committed to diversity and equal employment opportunities, ensuring that all qualified candidates are encouraged to apply regardless of their background. WFP's mission is centered around the values of Integrity, Collaboration, Commitment, Humanity, and Inclusion, and it aims to create a healthy and inclusive work environment for its employees. WFP has received the Nobel Peace Prize in 2020, highlighting its significant contributions to global humanitarian efforts. For more information, visit their website at https://www.wfp.org.

Job Overview:
The IT Support Specialist position at WFP involves a range of responsibilities aimed at ensuring the effective operation of technology systems and equipment. The role requires the individual to perform maintenance tasks on systems and hardware, monitor networks, and protect systems to ensure that all technologies function efficiently. The IT Support Specialist will also be responsible for assessing the reliability of technologies, gathering user needs, analyzing data, and preparing accurate reports to recommend IT solutions that facilitate informed decision-making. This position is crucial in providing technical training to end-users and assisting in the coordination of new application rollouts, ensuring that WFP staff have the necessary tools to work effectively. The role also includes developing standard documents such as user manuals and technical sheets to ensure that staff have access to essential information regarding IT services and products. Continuous improvement of IT services is a key expectation, as is the ability to coordinate a team of IT professionals to meet individual and collective objectives in accordance with applicable regulations and policies.

Duties and Responsibilities:

• Conduct maintenance tasks on systems and hardware, including specialized monitoring of networks and system protection to ensure efficient technology operation.
• Assess the reliability of technologies, gather user needs, analyze data, and prepare accurate reports to recommend IT solutions that facilitate informed decision-making.
• Independently respond to inquiries, escalating issues as necessary to ensure that common IT questions are addressed and accurate information is communicated to staff.
• Provide standard technical training to end-users on common technologies and systems to assist WFP staff in their work.
• Offer guidance and training to less experienced colleagues to help them provide IT support services and contribute to staff capacity building.
• Assist in coordinating the rollout of new applications to provide WFP staff with the tools they need to work effectively.
• Develop standard documents, such as user manuals or technical sheets, to ensure staff have access to all necessary information about IT services and products.
• Implement improvements to methods and processes used within the IT Division to contribute to the continuous enhancement of IT services provided.
• Ensure the installation and maintenance of telecommunications systems and equipment to optimize services in accordance with established operating procedures. 1
• Coordinate a team of IT professionals to ensure that individual and collective objectives are met in compliance with applicable regulations and policies. 1
• Apply defined emergency response processes and procedures as necessary to assist in addressing emergency food assistance needs.

Required Qualifications:
Candidates must possess a strong understanding of IT systems and support, with the ability to troubleshoot and resolve technical issues effectively. They should have experience in providing technical support and training to users, as well as the capability to analyze data and prepare reports. Strong communication skills are essential, as the role involves interacting with various stakeholders and providing clear information. Additionally, candidates should demonstrate a commitment to continuous improvement and the ability to work collaboratively within a team environment.

Educational Background:
A bachelor's degree in Information Technology, Computer Science, or a related field is required for this position. Candidates with relevant certifications in IT support or systems management will be considered favorably. Continuous professional development and training in the latest technologies and IT practices are also advantageous.

Experience:
Candidates should have a minimum of 3-5 years of experience in IT support or a related field. Experience working in a humanitarian or international organization is a plus, as it provides valuable context for the challenges faced in such environments. The ability to work under pressure and adapt to changing circumstances is essential.

Languages:
Fluency in English is mandatory, as it is the working language of WFP. Proficiency in French is highly desirable, given the location of the position and the need to communicate effectively with local staff and stakeholders. Knowledge of additional languages relevant to the region may also be beneficial.

Additional Notes:
This position is full-time and based in Brazzaville, Republic of the Congo. The contract duration is subject to organizational needs and funding availability. WFP offers an attractive compensation package, which includes various benefits such as health insurance, retirement plans, and opportunities for professional development. The organization is committed to providing a supportive and inclusive work environment, ensuring that all employees feel valued and empowered.