IT Operations Assistant SSA5

JOB PURPOSE

Under direct supervision of the Head of ICT Unit, the IT Operations Assistant will be a critical team member supporting the Jordan CO Local Area Network (LAN) and the WFP Wide Area Network (WAN) and other ICT Services. The person will be responsible for managing core network infrastructure, implementation of new architectures for both LAN and WAN as well planning for network changes. She/He will also perform monitoring and prepare technical reports for team.

KEY ACCOUNTABILITIES (not all-inclusive)

1. 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.

2. To troubleshoot, interpret problems and provide technical service support for hardware, software, and systems. To also install, modify, clean, and repair computer software. Communicate with users and follow-up on all open and pending tickets. Escalate tickets to various technical groups where necessary.

3. Support the maintenance and upgrade of JO CO Audio video conferencing infrastructure.

4. Implementation and maintenance of Secure VOIP Deployment in Office and provided seamless support afterwards for all request/issues related to VOIP Service.

5. Carry out monitoring of data center devices with the monitoring tool WhatsUp Gold.

6. Work closely with IT security teams for guidance and support for prevention and mitigation of threats and abuses on the WFP core network.

7. Assist the team to the registration of ISP Links, contracts in WFP corporate platform

8. Support the senior team members in maintaining the VSAT Infrastructure at CO.

9. Fine-tune the current infrastructure to optimize network performance over the WAN/LAN.

10. Rollout new network devices by setting-up and deploying the hardware, providing support, access to systems, explaining the network hardware in use etc.

11. Suggest improvements to methods and processes in order to support the continuous improvement of IT services.

12. Identify patterns and major incidents, reporting those to the supervisor.

13. Ensure information is up to date and accurate within inventories, databases, websites and archives in order to support senior officers in managing these systems.

14. Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

15. Perform other related duties as required.

Skills

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education. A post-secondary certificate in Information Technology is desirable. University degree in IT or related disciplines with Cisco CCNP and Fortinet NSE 4 certification is an asset.

Experience: At least five years of post-qualification experience in a similar position in a large Organization.

Language: Fluency in oral and written English and Arabic is required

TECHNICAL SKILLS

Strong interpersonal skills: Excellent communication and collaboration skills and ability to work in multicultural contexts.

Experience supporting: MS Active Directory; MS Office 365; MS Windows OS (Computer and Servers); MS Enterprise Mobility and Security.

Has worked with head of units in defining requirements for Technology.

Experience working in ITIL and Agile driven Organisations.

Experience supporting:

DNS, DHCP.

Firewalls’/SDWAN configuration.

Switching and Routing based on various CISCO platforms.

Network access control (Cisco ISE)

Network Monitoring such as Nagios, WhatsUpGold, IP Monitor etc.

VoIP – Cisco Unified, Poly, Unified communication

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
• Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
• Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
• Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
• Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
• Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
• Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
• Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
• Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
• Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
• Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
• Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
• Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.

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