ICT Associate

Education and Certification:

• Completion of secondary education is required.
  
• Bachelor's degree in information technology or relevant equivalent field is an asset.
  
• Relevant IT certifications or professional training in Information Technology, Computer Science, or related fields (e.g., CompTIA, ITIL, Microsoft Certified Professional) are desirable.
  

Experience:

• At least six years (or 3 years with a bachelor’s degree) progressively responsible. experience in ICT helpdesk support, desktop administration, and end-user services, is required.
  
• Experience with Microsoft 365 end-user support is required.
  
• Experience with ITSM ticketing tools is required.
  
• Experience with basic network troubleshooting and local infrastructure support is required.
  
• Proven experience in ICT support and audiovisual conference across multiple platforms such as MS Teams and Zoom is required.
  
• Experience supporting in SharePoint and ERP systems is desirable.
  
• Experience working in a UN system organization or international organization is desirable.
  

Languages:

• Fluency in English is required.
  
• Knowledge of Kiswahili is desirable.
  
• Knowledge of any other UN official language is an asset.
  

ICT Support and Service Delivery

• Provide first-contact resolution for ICT incidents via phone, chat, email, walk-in, or remote support, logging all interactions in the ITSM tool with appropriate priority levels.
  
• Investigate, diagnose, and resolve common hardware, software, and connectivity issues; escalate complex or unresolved issues to the relevant global IST teams.
  
• Provide first-level support for corporate applications, including Quantum ERP, Performance & Results Integrated System for Management (PRISM), and Microsoft 365, escalating functional or system-level issues to the relevant teams at headquarters.
  
• Communicate incident status and resolution updates to end users promptly, ensuring a positive user experience.
  
• Collect and consolidate user requests and feedback, reporting recurring issues to the supervisor for systematic improvements.
  

Hardware, Software, and Local Infrastructure Support

• Install and configure UN Women standard ICT hardware and software in accordance with corporate standards and guidelines.
  
• Implement and maintain security measures, timely system updates and OS/application patches as directed by the global Helpdesk team.
  
• Ensure adherence to UN Women ICT policies, standards, and guidelines.
  
• Monitor the local network environment, including LAN, Wi-Fi, and connectivity services; troubleshoot basic connectivity issues and escalate complex network problems to the IST infrastructure team at headquarters.
  
• Coordinate with the host agency and local internet service providers on shared connectivity and infrastructure services, under guidance from the supervisor.
  

IT Asset Management

• Maintain a complete and accurate inventory of all ICT assets in the Nairobi office, including hardware, software licenses, peripherals, and network equipment.
  
• Support local ICT procurement by providing technical specifications and reviewing quotations, in coordination with the supervisor and Procurement teams.
  
• Process ICT equipment registration and disposal through the Quantum ERP Asset module and support physical inventory verification.
  
• Manage and maintain local office technology, including printers, digital signage, and room booking systems.
  

Training and Knowledge Management

• Deliver training on standard computing and productivity tools using tools provided by UN Women IST.
  
• Contribute to team knowledge sharing and maintain the Knowledge Base.
  
• Support onboarding of new personnel by delivering ICT orientation, provisioning accounts and equipment, and ensuring completion of mandatory security training.
  
• Document local procedures, workarounds, and frequently asked questions to build a Nairobi-specific knowledge repository, contributing to the global Knowledge Base.
  

Collaboration and Coordination

• Serve as the local ICT point of contact for the Nairobi office, performing delegated tasks including user account management, shared mailbox and distribution list administration, and check-in approvals, in accordance with the ICT Focal Point Delegation of Authority and under guidance from the supervisor.
  
• Work closely with the global IST teams (Information Security, Platforms and Service Delivery, Enterprise Applications) to ensure alignment with corporate standards and timely resolution of issues requiring global team support.
  
• Liaise with other UN agencies and service providers in Nairobi (e.g., host agency, local UN common services) on shared ICT services and infrastructure, under guidance from the supervisor.
  
• Coordinate with local vendors for printing, connectivity, and maintenance services as required.
  
• Attend IST team meetings and provide timely updates on Nairobi office ICT status, issues, and user feedback.
  

Audiovisual and Conferencing Support

• Provide audiovisual conferencing support for onsite, offsite, virtual, and hybrid environments using MS Teams, Zoom, and similar platforms.
  
• Manage and maintain video conferencing facilities in the Nairobi office, including setup, testing, and troubleshooting for hybrid meetings and events.
  
• Provide technical support for meetings, town halls, and events hosted at the Nairobi office.