ICT Support Services

Job Posting Organization:
The International Labour Organization (ILO) is a specialized agency of the United Nations that aims to promote social justice and fair labor practices worldwide. Established in 1919, the ILO has a mission to ensure that labor standards are upheld and that all individuals have the opportunity to work in conditions of freedom, equity, security" style="border-bottom: 1px dotted #007bff !important;">security, and human dignity. The organization operates in over 180 countries and has a diverse workforce dedicated to improving labor conditions globally. The ILO's work is guided by the principles of decent work, which encompasses rights at work, opportunities for everyone to get decent and productive work, and social protection for all workers. The ILO Country Office for Zambia and Malawi provides technical support and advisory services to the governments and social partners in these countries, focusing on the implementation of the Decent Work Country Programme (DWCP).

Job Overview:
The ICT Support Services position is designed for a team member who will provide a range of user support services in an effective, efficient, and client-oriented manner. The incumbent will be responsible for managing active directory (AD) objects, supporting and maintaining office equipment, organizing and maintaining shared drive data, supporting software deployment, and monitoring and supporting local area networks (LAN). This role requires the incumbent to perform day-to-day operations at a fully operational level, identifying and resolving various recurring ICT issues while adhering to ICT-related rules, regulations, policies, procedures, and guidelines. The position also involves providing support to higher-level ICT staff and working under the supervision of the Operations Officer, with a focus on the timeliness of process execution and the quality of outputs. The incumbent will work with a moderate degree of independence, with their work being reviewed for correctness in the application of Office-wide ICT standards. The role also includes liaising with internal staff and external ICT service providers to ensure effective service delivery and compliance with applicable standards.

Duties and Responsibilities:

• Perform a range of ICT support functions related to software and hardware deployment, AD object management, LAN support, end-user support, and ensuring compliance with applicable standards.
• Troubleshoot desktop and standard application-related problems (on-site and using remote support technologies) in compliance with established escalation procedures. Provide basic assistance and training to end users on how to solve common ICT issues and provide inputs into guidance documents as required.
• Manage user accounts ensuring their timely creation, maintenance, and end-dating in accordance with the contractual status of staff. Store and maintain user details in the AD and verify accuracy on a regular basis. Review and clean up unnecessary computer objects in the AD to ensure license compliance.
• Install, replace and maintain ICT hardware and software, including desktop hardware, laptops, printers, phones, and WiFi access points. Deploy the most recent image on ILO official PCs and ensure they are running official antivirus software. Clean personal computers (PCs) of viruses and spyware upon instruction from HQ. Update the PC hardware inventory in accordance with HQ recommendations. Deploy and configure official mobile phones and tablets. Configure PCs to run the enterprise resource planning (ERP) system and other enterprise applications.
• Grant access rights to file systems and applications through groups based on established naming conventions and standards. Clean up file systems. Inform staff of mailbox and file system quotas and assist them with compliance. Assist users to remove unnecessary personal data files and duplicates. Back up data stored on non-centralized infrastructure in compliance with applicable standards.
• Log tickets describing technical problems that cannot be resolved locally and escalate to the Regional Systems Analyst in the ROAF and/or INFOTEC in HQ.
• Deploy software through the System Centre Configuration Manager (SCCM). Remove inappropriate software. Remove and replace legacy software as it becomes obsolete.
• Keep abreast of relevant ICT rules, regulations, policies, procedures, guidelines, and processes. Share information with and provide guidance to staff, reinforcing the need to observe ICT standards. Participate in ICT-related meetings and workshops.
• Provide other ICT support services including setting up video conference equipment, organizing logistics for deployment of ICT hardware in support of meetings. 1
• Perform other relevant duties as assigned.

Required Qualifications:
The position requires the completion of secondary school education, along with a supplementary certificate or diploma in Information Technology, Computer Studies, or Information Systems. Candidates should possess a solid understanding of ICT security principles and practices, operating systems, enterprise applications, networks, and ITIL processes. Excellent knowledge of PC software, including word processing, spreadsheet, and presentation software such as Microsoft Office, is essential. Additionally, candidates should demonstrate the ability to interpret and work within applicable rules, regulations, policies, and procedures, as well as the ability to adapt quickly to new software and systems.

Educational Background:
Candidates must have completed secondary school education and possess a supplementary certificate or diploma in Information Technology, Computer Studies, or Information Systems. This educational background is crucial for understanding the technical aspects of the role and for effectively supporting the ICT needs of the organization.

Experience:
A minimum of five years of IT work experience in a range of support functions is required for this position. Experience working in an International NGO or UN agency is considered an added advantage, as it provides familiarity with the unique challenges and requirements of such organizations. Candidates should also have experience with systems and databases, which is essential for managing user accounts and supporting various ICT functions.

Languages:
An excellent command of English is mandatory for this position. This proficiency is necessary for effective communication within the organization and with external partners. While English is the primary language required, knowledge of additional languages may be considered an asset, particularly in a multicultural environment.

Additional Notes:
This position is a fixed-term contract and is subject to local recruitment regulations. The ILO may only offer a contract to persons who are Zambian nationals. The entry-level salary for this position is K 450,693 (Zambian Kwacha) per year. Recruitment for this vacancy is subject to the availability of funding. The ILO values diversity among its staff and encourages applications from qualified female candidates and individuals with disabilities. Candidates assessed by the Panel and considered eligible for appointment but not selected for this vacant post may be offered an assignment to another position at the same or lower grade, provided they meet the minimum qualifications required.