IT Assistant

JOB DETAILS Type of contract : [[TypeOfPost]] Level : [[PositionGrade]] Hiring Unit : [[ParentsSector]] Duty Station : [[filter5]] Work location : [[WorkLocation]] Duration of contract : [[DurationContract]] Initial three (3) months probationary period; renewal subject to satisfactory performance and availability of funds. Hiring open to : [[RecruitmentOpen]] Application deadline (Midnight [[custTimezone]] Time) : [[ClosingDate1]] UNESCO Core Values: Commitment to the Organization, Integrity, Respect for Diversity, Professionalism Only candidates who have the right to live and work in Myanmar may apply for this position. BACKGROUND Under the overall authority of the Regional Director of the United Nations Educational Scientific and Cultural Organization Regional Office in Bangkok and Office for UN Coordination for Asia and the Pacific (UNESCO Bangkok), and under the direct supervision of the Head of Antenna Office in Yangon, the IT Assistant will provide ICT operational and technical support to ensure the effective delivery of UNESCO corporate systems and services in Myanmar. The UNESCO Antenna Office in Yangon (hereafter referred to as the UNESCO Office) implements education sector initiatives, including the System Capacity Grant (SCG) and the System Transformation Grant (STG). The incumbent will support the effective implementation of these programmes through the provision of reliable ICT services and the maintenance of UNESCO's ICT infrastructure. MAIN TASKS AND SERVICES 1. User Support and Helpdesk • Provide first-line desktop support to users regarding hardware, software, and network/internet issues. • Resolve as many incident and service requests as possible as first point of contact. • Diagnose and resolve hardware, software, and connectivity issues in a timely manner. • Provide end-user support for hardware, software and network services to ensure the efficient delivery of corporate ICT services. • Monitor, coordinate and support ICT operations and service delivery activities, including troubleshooting, incident management and user assistance. 2. IT Operations and Equipment Support • Perform tasks related to scheduled service requests, including equipment replacement, installation and de-installation, software installation, LAN connectivity, asset returns, and site surveys. • Assists in performing software distribution updates, scripting, testing and support. • Maintain and track ICT assets, including computers, printers, mobile devices, and conference equipment, ensuring compliance with UNESCO ICT standards and inventory procedures. 3. Systems, Documentation and Reporting • Record and update all incidents, service requests, and actions taken in the authorized ticketing system, including site survey findings, troubleshooting steps, resolutions, issues encountered, and status updates. • Identify recurring issues and recommend corrective and preventive measures to improve service delivery. 4. Coordination and Escalation • Escalate incidents and technical issues to the appropriate support teams in accordance with established procedures and service level requirements. • Support the National ICT Officer in carrying out ICT-related responsibilities and promoting effective use of ICT systems. 5. Training and Knowledge Sharing • Provides basic training to end-users on using standard UNESCO systems and applications. • Develop and maintain user guides, FAQs and knowledge-sharing materials to support end users. • Keeps abreast of developments in technology in the UN and the industry in general. 6. Cybersecurity, Business Continuity and Conferencing Support • Support implementation of cybersecurity measures, including endpoint protection, patch management, vulnerability remediation, and user awareness activities in accordance with UNESCO ICT policies. • Assist with data backup, disaster recovery, and business continuity procedures to ensure the availability and integrity of ICT systems and services. • Provide technical support for meetings, workshops, webinars, hybrid events and video conferences using UNESCO-approved conferencing platforms and equipment. • Support the setup, operation, and troubleshooting of audio-visual and conferencing equipment during official events and meetings. 7. Other Duties • The incumbent is responsible for understanding the corporate setup, rules, regulations, and policy and fulfilling all the needed competencies, skills and certifications. • Performs other related duties as required. Long Description DURATION OF ASSIGNMENT The Service Contract assignment is for 12 months, with initial three (3) months probationary period. Extension of the Service Contract is subject to satisfactory performance, continued need of the services/tasks and availability of funds. COMPETENCIES - Core (C) & Managerial (M) Communication (C) Accountability (C) Innovation (C) Knowlegde sharing and continuous improvement (C) Planning and organizing (C) Results focus (C) Teamwork (C) For detailed information, please consult the UNESCO Competency Framework . REQUIRED QUALIFICATIONS EDUCATION Completed secondary education (High School Diploma or equivalent) and/or Bachelor’s Degree in the field of Computer Science, Information Technology, or a related field. WORK EXPERIENCE • At least three (3) years of progressively responsible experience in ICT support, IT operations or a related field. The minimum required experience may be reduced to one (1) year for candidates holding a first-level university degree or higher. • Experience should preferably include: o End-user IT support (hardware, software, networks) o Support for online/hybrid meetings, AV systems, or conferencing platforms Long Description KNOWLEDGE, SKILLS AND COMPETENCIES • Strong knowledge of computer hardware, software, and peripheral devices. • Experience in installing, configuring, troubleshooting, and maintaining IT equipment and systems. • Knowledge of Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams) and collaboration tools. • Knowledge of endpoint management solutions (e.g., Microsoft Intune). • Knowledge of Windows operating systems, network administration, and IT security practices. • Ability to provide technical support and user assistance in a timely and professional manner. • Knowledge of data backup and recovery procedures, cybersecurity principles, data protection practices, and information security policies. • Basic knowledge of networking concepts, including LAN/WAN, VPN, Wi-Fi, and TCP/IP. • Ability to prepare technical documentation, user guides, and reports. • Creative thinking and problem-solving skills. • Ability to work well with team members across different types of activities. • Ability to work efficiently, under pressure, and in a multi-cultural environment. • Ability to work effectively with diverse groups of professionals towards common goals. • High sense of responsibility and willingness to take initiative. • Demonstrates integrity by modeling the UN's values and ethical standards. LANGUAGES • Excellent knowledge (written and spoken) of English and Myanmar. DESIRABLE QUALIFICATIONS EDUCATION • Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field. WORK EXPERIENCE • Experience working in information technology, technical support, ICT operations, or a related field within an international organization, NGO, UN agency, or development partner environment. • Hands-on experience administering or supporting Microsoft 365 services, including Exchange Online, Teams, Intune, Active Directory, SCCM and end point management solutions. • Experience supporting