ACCOUNTABILITIES/RESPONSIBILITIES:

• Undertake monitoring of IT requests using the corporate Global Service Management Tool including responding to a variety of queries about technology and systems to assist WFP Staff to deliver their services.
• To troubleshoot, interpret problems and provide technical support for hardware, software, and systems.
• To also install, modify, clean, and repair computer software. And, communicate with users and follow-up on all open and pending tickets. Escalate tickets to various technical groups where necessary.
• Support the JO CO Audio video conferencing infrastructure.
• Implementation and maintenance of Secure VOIP Deployment in Office and provided seamless support afterward for all requests/issues related to VOIP Service.
• Carry out monitoring of data center devices with the monitoring tool WhatsUp Gold.
• Work closely with IT security teams for guidance and support for prevention and mitigation of threats and abuses on the WFP core network.
• Assist the team to the registration of ISP Links, and contracts in WFP corporate platform.
• Support the senior team members in maintaining the VSAT Infrastructure at CO.
• Fine-tune the current infrastructure to optimize network performance over the WAN/LAN.
• Roll out new network devices by setting up and deploying the hardware, providing support, access to systems, explaining the network hardware in use etc.
• Suggest improvements to methods and processes in order to support the continuous improvement of IT services.
• Identify patterns and major incidents, reporting those to the supervisor.
• Ensure information is up to date and accurate within inventories, databases, websites and archives in order to support senior officers in managing these systems.

Solution Development specific TORs

• Develop Automated processes using Microsoft Office 365 tools, Power BI, Power Automate, SharePoint.
• Assist in the installation, configuration and customization of IT systems ensuring compliance with WFP’s IT standards, guidelines and procedures.
• Research and suggest new business solutions and services, to support office automation.
• Assist in the preparation of materials and the delivery of training on automated business processes to ensure efficient and effective use of IT systems.
• Prepare clear technical systems documentation for developed IT solutions in order to facilitate IT systems development and maintenance in coordination with key business and IT stakeholders.

Skills

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education: Completion of secondary school education. A post-secondary certificate in the related functional area is desirable. BA degree in Computer Science/Engineering is an added value.

Experience: At least 5 years of experience in IT in the following areas:

• Resolving level 2 IT issues.
• IT infrastructure and networking.
• Solution development is a plus.

Knowledge & Skills:

• Has experience resolving more complex technical issues.
• Has worked with the head of units in defining requirements for functional areas.
• Has experience with the application of client services standards to resolve or escalate clients’ service problems.

Languages: Fluency in both oral and written communication in English.