Information Technology Specialist

Organizational Setting

Food and Agriculture Organization (FAO) is a specialized agency of the United Nations that leads international efforts to defeat hunger. Our goal is to achieve food security for all and make sure that people have regular access to enough high-quality food to lead active, healthy lives.

The FAO Partnership and Liaison Office in the Republic of Kazakhstan is responsible for developing, promoting, overseeing, and implementing strategies for addressing food security, agriculture, and rural development priorities in the country in close collaboration with the Ministry of Agriculture of Kazakhstan and other national stakeholders.

Reporting Lines

The Information and Communications Technology (ICT) Specialist will work under the direct supervision of the Investment Support Officer/OiC FAO in Kazakhstan, the day-to-day coordination of Programme Officer/Team Leader.

Technical Focus

The Information and Communications Technology (ICT) Specialist will be responsible for ensuring the secure, stable, and functional operation of ICT systems that support Staff and Affiliate Workforce.

Tasks and responsibilities

- Provide IT assistance to Staff and Affiliate Workforce for organizational-related issues;
- Perform any other duty assigned by the regional ISD related to the IT Services;
- Stay committed and ready to take-up any assignment given by supervisor;

User support
•     Assist in the presentation of display materials and videoconferencing events;
•     Provide orientation to new users on the IT rules and regulations, in particular related to equipment, software, and IT security matters;
•     Provide instructions to users on existing technology and potential use (SharePoint, Onedrive, Teams, Zoom, MS Office, Intranet, etc.); 
•     Provide instruction to users on guidelines, policies, and standards.
•     Receive, log and monitor requests related to IT matter, in the ServiceNow system, resolve IT-related issues to FAO standard equipment, escalate those issues that cannot be solved to the ISD of the Regional Office, monitor progress and resolution.
Network and connectivity
•     Assist to develop an adaptable and effective office network infrastructure (LAN and WAN) and the respective office connectivity contract, updates changes in COIN;
•     Maintain the office networking maps up to date, the architecture and technical specification of the network infrastructure (LAN and WAN), regularly updates ISD and CSI Network Team;
•     Ensure security of the network by following security policies and report problems when they are detected.

IT Equipment
•     Keep track of IT assets and maintain the local office IT inventory list up-to-date and updates GRMS asset list regularly as per current policy;
•     Monitor IT equipment expiry dates on a monthly basis and take upgrading/replacing measures in time;
•     In case of equipment to be granted to external organizations, follow the MS502 procedures and inform the ISD accordingly;
•     Assist to assign new equipment and update the IT equipment inventory list on the regional assets record on regular basis.

Corporate and non-corporate software
•     Ensure that all the official equipment (desktop and laptop) in the office are up to date in terms of the corporate policy and requirements;
•     Inform users that all the non-official equipment cannot connect to the corporate network or using corporate services, except Wi-Fi public internet connectivity;
•     For all non-corporate software follow the clearance process and ensure that no non-corporate software is installed in FAO equipment without official clearance;
•     Ensure security and privacy of user identity (user credentials) and data managed by the user, following the relevant corporate policies.

Troubleshooting:
•     Support the corporate IT Services according to the current policies and regulations, ensuring the timely provision of the Post Incident Report (PIR) to the regional ISD;
•     Troubleshoot requests related to IT hardware, software and services issues, reporting and recording accordingly in the corporate service management system;
•     Fulfill requests the SLAs, and when this is not possible to escalate the issue to the regional ISD; 
•     Manage all troubleshooting through helpdesk, prepare proper logs and keep records of completed tasks on the helpdesk ticketing tracking system.

Planning and proactive work
•     Support regional ISD providing all the needed assistance in terms of the ABC categories timely (IT Management and Support matters);
•     Identify the future needs in the office in terms of equipment, connectivity and moves, timely informing the ISD;
•     Perform a simulation of the Disaster and Incident recovery plan, reporting to the regional ISD about the planning, execution, lesson learnt and proposed improvements;
•     Be aware of all the IT Division policies and ensure to follow them accordingly.

•     Bear the responsibility for maintenance of IT equipment, hardware and software systems, LAN points, network services in Country Office; 
•     Participate in UN ICT Task Force team;
•     Install and configure new hardware and software on the office PCs; 
•     Arrange for repair of IT equipment;
•     Maintain confidentiality with regard to the information being processed, stored or accessed;
•     Provide support in the preparation of technical specifications for office and IT equipment;
•     Provide other IT services during the meetings and workshops and other duties as required

CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements
•     University degree in information and communications technology, information systems, Information Technology, Computer Science or relevant field.
•     Two years of relevant experience information and communications technology, information systems, Information Technology, Computer Science.
•     Working knowledge of English and Russian.
•     National of Kazakhstan or resident in the country with a valid work permit.

FAO Core Competencies
•     Results Focus
•     Teamwork
•     Communication
•     Building Effective Relationships
•     Knowledge Sharing and Continuous Improvement

Technical/Functional Skills
•     Excellent written and verbal communication skills.
•     Extensive knowledge of IT governance policies and procedures.
•     Excellent problem-solving skills and client service experience in resolving IT issues.
•     Proficient in system development and office automation skills
•     Very good knowledge of Microsoft 365, systems installation and configuration, Internet and office technology equipment.
•     Networking and IT Equipment support

Selection Criteria 
•     Good knowledge of computer operation of the MS Office applications, Internet and office technology equipment
•     Extent of technical and practical experience on the day-to-day operational activities of the project or programmes.
•     Communication, writing and presentation skills in English and Nepali.
•     Ability to work with a multidisciplinary and multicultural team.