JOB PURPOSE

To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.

KEY ACCOUNTABILITIES (not all-inclusive)

• Carry out system and hardware maintenance tasks, such as running specialized network monitoring and system protection, to ensure technology is running effectively.
• Maintain technology, including standard repairs, configuration and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available
• Respond to a variety of queries about technology and systems in order to assist SCOPE team and WFP staff to deliver their services
• Perform testing, deployments of hardware and software including identification of problems, to contribute to the effective functioning of SCOPE.
• Identify functionality gaps arising from deep field operational requirements and suggest improvements to methods and processes in order to support the continuous improvement of SCOPE services.
• Follow SCOPE emergency response processes and procedures as required to provide support in enabling emergency assistance needs.
• Provide standard technical training to end users of commonly used technology and systems, in order to assist WFP staff in conducting their work.

FUNCTIONAL CAPABILITIES

Technical Expertise                                                        

• Continuously updates one’s own knowledge about new technologies and product modifications; Is sought out for advice/expertise and recognized internally as an important technical reference.

  Service Management

• Understands and follows the established standards and protocols for service excellence within own domain to maintain quality of delivery and high levels of customer satisfaction.

Client Management

• Exhibits a detailed understanding of customers’ IT requests in order to effectively address and manage internal customers ‘needs. Identifies recurrent issues to propose long-term solutions.

Procurement and Contract Management

• Assist in technology selection processes.

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.

OTHER SPECIFIC JOB REQUIREMENTS

• With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff standard technology and systems effectively.
• Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.
• Install, operate and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
• Suggest improvements to methods and processes in order to support the continuous improvement of IT Services
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.
• Any other tasks which maybe assigned by the supervisor.

STANDARD MINIMUM QUALIFICATIONS

Education: Complete secondary education, a post-secondary education or additional trainings/ courses in IT, or related area are an asset.
Language: Oral and written fluency in Portuguese and English.
Experience: Has experience resolving complex technical issues. Has experience with the application of client services standards to resolve or escalate clients’ service problems.

Source:https://career5.successfactors.eu//career?career_ns=job_listing&company=C0000168410P&navBarLevel=JOB_SEARCH&rcm_site_locale=en_GB&career_job_req_id=13...