IT Operations Assistant, SSA5

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization, dedicated to saving lives in emergencies and using food assistance to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. Established in 1961, WFP operates in over 80 countries, employing thousands of staff members who are committed to the mission of alleviating hunger and improving nutrition. WFP's vision is to create a future where every person has access to the food they need to live a healthy life, and it emphasizes the importance of diversity and inclusion within its workforce, ensuring that all employees are treated equally and fairly, regardless of their background or identity.

Job Overview:
The IT Operations Assistant position at WFP is crucial for ensuring the smooth operation of IT services and support within the organization. This role involves providing first- and second-level ICT Helpdesk support, monitoring network performance, and maintaining IT infrastructure. The successful candidate will be responsible for configuring and installing IT equipment, overseeing Active Directory issues, and ensuring data integrity and availability. The position requires a proactive approach to problem-solving and a commitment to implementing best practices in IT service management. The IT Operations Assistant will also play a key role in training and guiding IT Helpdesk staff, ensuring that they are equipped to handle user incidents effectively. This position is essential for maintaining the operational efficiency of WFP's IT services, which directly supports the organization's humanitarian mission.

Duties and Responsibilities:
The duties and responsibilities of the IT Operations Assistant include:

• Providing first- and second-level ICT Helpdesk support to ensure timely resolution of user incidents and service requests.
• Monitoring LAN/WAN against prepared baseline and taking necessary preventive and/or corrective measures for any unusual activities.
• Configuring, installing, and maintaining IT infrastructure, including switches, routers, and firewalls.
• Maintaining and overseeing Active Directory related issues.
• Performing ICT system and equipment preventative maintenance, submitting maintenance reports, and taking corrective measures when needed.
• Reviewing ICT equipment status and recommending replacements, procurement, and deployment according to WFP corporate standards.
• Preparing computer/ICT facilities for new staff members in the Country office, Sub offices, and warehouses.
• Maintaining and monitoring servers and related IT services.
• Training and guiding IT Helpdesk staff and acting as a second-level technical escalation point. 1
• Evaluating, recommending, and implementing ITIL best practices wherever applicable to improve IT business processes. 1
• Assisting users with security" style="border-bottom: 1px dotted #007bff !important;">security awareness and best practices, reporting security incidents, and supporting remediation activities. 1
• Training and supporting users of technology and systems, such as audio/videoconferences, meetings, databases, networks, etc. 1
• Ensuring data availability, integrity, and continuity by taking backups and preparing for emergency preparedness and responses as per the Business Continuity Plan. 1
• Ensuring optimal radio network (VHF) operations through the implementation of standard operating procedures and providing guidelines and training to end users on radio usage and basic maintenance. 1
• Maintaining and overseeing PABX and related services. 1
• Monitoring network and Internet availability and performance of ISPs in the Country and Field Offices, reporting at the end of each month. 1
• Performing other related tasks as assigned.

Required Qualifications:
The required qualifications for the IT Operations Assistant position include:

• Completion of a University Degree (Bachelor's or equivalent) is required.
• Education in Computer Science, Computer Engineering, or any relevant field is preferable.
• At least 5 years of overall experience in Information Technology, Telecommunications, or Information Management, including WAN/LAN Networking, Operating Systems, Telephone Services, Radio unit, Active Directory, SharePoint site Administration, or other relevant fields.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Excellent interpersonal and communication skills to effectively collaborate with team members and users.

Educational Background:
The educational background required for the IT Operations Assistant position includes a completed University Degree (Bachelor's or equivalent). A degree in Computer Science, Computer Engineering, or a related field is preferred, as it provides the foundational knowledge necessary for understanding and managing IT systems and infrastructure effectively.

Experience:
The level of experience needed for the IT Operations Assistant position is at least 5 years in the field of Information Technology or Telecommunications. This experience should encompass various aspects of IT operations, including networking, system administration, and user support. Candidates should demonstrate a solid understanding of ITIL best practices and have hands-on experience with relevant technologies and systems.

Languages:
Fluency in both spoken and written English and Bangla is mandatory for this position. Proficiency in additional languages may be considered an asset, as it can enhance communication with diverse stakeholders and users within the organization.

Additional Notes:
This position is offered under a Special Service Agreement (SSA) for a duration of 6 months, with the duty station located in Dhaka, Bangladesh. The vacancy is specifically for Bangladeshi Nationals, and female candidates are strongly encouraged to apply. WFP provides a competitive benefits package, including salary, leave, and medical insurance. All documents submitted will be verified, and any discrepancies may lead to automatic disqualification. The organization emphasizes the importance of an inclusive work environment and is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process.