IT Support

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 as a means 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 worldwide, employing a diverse workforce dedicated to humanitarian efforts. The organization is committed to diversity and equal employment opportunities, encouraging candidates from all backgrounds to apply. WFP has received the Nobel Peace Prize in 2020, highlighting its significant contributions to global humanitarian efforts. The organization invests in the personal and professional development of its employees through various training and mentorship programs, fostering a healthy and inclusive work environment.

Job Overview:
The IT Support position at WFP is crucial for delivering high-quality technical support and maintaining systems and data across various areas to ensure effective IT service delivery. The role involves installing, configuring, and maintaining standard WFP computer hardware and software systems and networks. The IT Support staff will diagnose hardware and software issues, provide ServiceDesk support, and assist in troubleshooting problems as they arise. This position also requires supporting standard WFP desktop and smartphone applications, managing conferencing services, and providing remote support to WFP Field Offices. The IT Support staff will be responsible for planning and performing data backups, maintaining network infrastructure, and ensuring network security" style="border-bottom: 1px dotted #007bff !important;">security measures are in place. Additionally, the role includes updating documentation and user manuals, supporting emergency response processes, and ensuring the smooth implementation of WFP’s beneficiary information and transfer management platform, SCOPE.

Duties and Responsibilities:

• Install, configure, and maintain WFP computer hardware and software systems and networks.
• Diagnose hardware and software problems and replace defective components.
• Provide ServiceDesk support, logging and troubleshooting problems, and updating the knowledge base.
• Support standard WFP desktop and smartphone applications, including email and chat systems.
• Manage conferencing services, including teleconferences and video teleconferences.
• Provide remote support to WFP Field Offices and conduct field missions as required.
• Plan, schedule, and perform data backups and disaster recovery operations.
• Perform LAN administration, including maintaining network infrastructure and diagnosing cables, switches, and routers.
• Maintain network security measures to protect data and hardware. 1
• Ensure LAN documentation is up to date. 1
• Perform system administration, including installing and configuring servers. 1
• Administer and maintain network services such as AD, DHCP, and DNS. 1
• Recommend changes to improve systems and network configurations. 1
• Support the development of training documentation and web content. 1
• Maintain and update custom corporate web pages for WFP Lesotho. 1
• Follow emergency response processes to provide support for food assistance needs. 1
• Perform other related duties as required by WFP Lesotho.

Required Qualifications:

• Strong technical skills in IT support and system maintenance.
• Ability to diagnose and troubleshoot hardware and software issues effectively.
• Experience in providing ServiceDesk support and managing user requests.
• Knowledge of network administration and security measures.
• Familiarity with standard desktop and smartphone applications.
• Excellent communication and interpersonal skills to work collaboratively with diverse teams.
• Strong organizational skills to manage multiple tasks and priorities effectively.

Educational Background:
A diploma in Information Technology, Computer Science, or a related field is required for this position. This educational background provides the foundational knowledge necessary for understanding computer systems, networks, and IT support processes.

Experience:
Candidates should have at least 5 years of work experience in IT-related fields. This experience should include a strong focus on client services and technical support, demonstrating the ability to manage and resolve IT issues efficiently and effectively.

Languages:
Fluency in English is mandatory for this position, as all documentation and communication will be conducted in English. Knowledge of additional languages may be considered an asset, particularly if they are relevant to the regions where WFP operates.

Additional Notes:
This position is full-time and based in Maseru, Lesotho. The contract duration and specific compensation details will be provided in the Terms and Conditions section of the vacancy announcement. WFP is committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process. All employment decisions are made based on organizational needs, job requirements, merit, and individual qualifications. Selected candidates will undergo rigorous reference and background checks.