The purpose of this job holder is to perform a variety of moderately complex information technology support duties to ensure the smooth delivery of technology services. Monitors operate or coordinate and assist others in the operation of computer hardware, software, and peripherals in order to achieve desired results.
KEY ACCOUNTABILITIES (not all-inclusive)
Provide WFP IT standard software and hardware on-time support and services for users.
Test different scenarios and use cases in the training environment before deployment in production.
Provide support in configuring offline devices, to ensure their health status supports WFP programs during redemption.
Understand various delivery mechanisms and their implementation, including cash (bank account, mobile money), and e-voucher technology
Assist in the initial deployment of new IT infrastructure at new premises and in the field.
Effectively manage local IT ServiceDesk and IT incident ticketing systems for efficient and on-time support provided to the users.
Assist office users in accessing digital tools like the Beneficiary Management Platform, providing end-to-end configuration support and offer technical assistance to cooperating partners (CPs), end users.
Assist the country office in conducting IT Assessments to determine the optimal delivery mechanism for the country.
Conduct Learning and capacity-building sessions with study materials for Beneficiary Management tools for cooperating partners.
Maintain and ensure data accuracies for informed decision-making.
Maintain communication with regional office and the Global Service Desk for all Beneficiary Management platform-related issues, ensuring resolution within five hours for quick response.
Handle any other tasks assigned by the line manager.
STANDARD MINIMUM QUALIFICATIONS
Education:
Completion of secondary school education. A post-secondary certificate in the related functional area is desirable.
Higher education in lieu of work experience
Relevant, completed university degrees may be considered in lieu of experience with the following conversions:
Completed Master’s degree: Equal to 1 year of work experience.
Completed Bachelor’s degree: Equal to 2 year’s work experience.
Experience:
At least 5 years of relevant work experience in IT.
Desired Work Experience:
Has experience resolving more complex technical issues.
Has experience with the application of client services standards to resolve or escalate clients’ service problems
Has experience in installing and testing new hardware to enhance or upgrade system performance, including servers, switches, and access points.
Has experience in basic Server Services management, encompassing AD, DNS, DHCP, RODC, FTP, and Microsoft Office 365.
Knowledge and Skills:
Familiarity with the application development lifecycle, including languages such as PHP and Python, and experience with web-based applications.
Basic understanding of cloud services and platforms, with exposure to AWS and Azure.
Language:
Fluency in both oral and written communication in English and local languages.
