Information Technology Assistant

Job Posting Organization:
The job posting organization is the Regional Office for the Near East and North Africa (RNE) of the Food and Agriculture Organization (FAO). The RNE leads FAO's support to countries in the region in transforming their agrifood systems to achieve the Sustainable Development Goals (SDGs). Established to address regional priorities for security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security, agriculture, and rural development, RNE ensures the planning and implementation of FAO's strategic response through a multidisciplinary approach. The organization monitors program implementation and advises on incorporating regional priorities into the Organization's Strategic Framework and Programme of Work and Budget. RNE also facilitates regional policy dialogues, supports knowledge exchange, capacity development, and resource mobilization for food security, agriculture, and rural development, and maintains relations with regional institutions, including Regional Economic Integration Organizations (REIOs).

Job Overview:
The Information Technology Assistant is responsible for coordinating and performing a comprehensive range of IT support functions. This role is crucial in ensuring the quality, transparency, and consistency of IT service delivery in accordance with established IT procedures and Service Level Agreements (SLAs). The assistant operates independently, making decisions on work priorities while reporting to the National Professional Officer (Information and Communication Technology). The position requires frequent interaction with staff at all levels to resolve both routine and non-routine IT-related issues, ensuring effective IT service delivery. The assistant will also work closely with the IT Division to facilitate problem resolution and enhance service delivery.

Duties and Responsibilities:
The duties and responsibilities of the Information Technology Assistant include receiving and logging all IT service requests from users in the Service Desk System, providing first and second level support for a wide range of computer applications and hardware, and acting as a liaison between users and the IT Division for complex issues. The assistant will assist in web publishing and media production, deploy and configure hardware and software, ensure user access to the corporate IT infrastructure, operate and troubleshoot office equipment, provide user guidance and training, and assist in organizing presentations. Additionally, the assistant will advise on IT hardware and software selection, assist in planning and procurement processes, manage the office pool of IT equipment, and process separation clearance as per established procedures. Other related duties may be assigned as required.

Required Qualifications:
Candidates must possess a secondary school education and a minimum of four years of relevant experience in IT support work. A working knowledge (proficiency - level C) of English is mandatory, along with very good knowledge of MS Office applications, Microsoft 365, systems installation and configuration, and office technology equipment. Basic UNDSS IT Security Awareness or equivalent is also required. Candidates should demonstrate competencies in results focus, teamwork, communication, building effective relationships, knowledge sharing, and continuous improvement, as well as technical skills related to IT infrastructure and governance policies.

Educational Background:
The educational background required for this position is a secondary school education. This foundational education is essential for understanding the technical aspects of IT support and service delivery.

Experience:
The position requires a minimum of four years of relevant experience in IT support work. This experience should encompass a range of IT functions, including troubleshooting, user support, and familiarity with IT governance and infrastructure.

Languages:
A working knowledge (proficiency - level C) of English is mandatory for this position. Additionally, a working knowledge of Arabic is considered a desirable qualification, enhancing communication capabilities within the regional context.

Additional Notes:
The position is classified as General Service Staff, which means candidates must be nationals of Egypt or possess a valid visa or work permit to work in the country. Candidates must reside within commuting distance of the duty station at the time of application, which is defined as the distance that allows for daily travel between the workplace and residence. The job may involve full-time hours, and specific details regarding contract duration, seniority level, and compensation are typically provided during the hiring process.