ICT Assistant

Global Roles; Islamabad; On-site; PKR 600,000 - 1,000,000; Full time

Job summary

Global Roles in Islamabad is seeking an experienced ICT Support Technician to deliver first-line IT assistance to UN client agencies, manage assets, and document service activities.

You will troubleshoot Windows, MS 365, hardware, printers, networking and Wi-Fi, record incidents, maintain inventories, and prepare monthly delivery reports. Candidates should have at least 3 years’ experience and English proficiency; ITIL Foundation desirable; UN experience a plus.

Qualifications

• Secondary education is required.
• A diploma or certificate in ICT, Computer Science or a related discipline is desirable.
• At least three years of relevant ICT technical-support experience, including end-user support, hardware and software troubleshooting, ICT asset management and service documentation is required.
• Familiarity with Microsoft Windows, Microsoft 365, computer hardware, printers, basic networking, Wi-Fi connectivity, endpoint security and service-request tracking systems is required.
• Experience of technical Support in the United Nations or international organizations is a plus.
• A technical certificate in IT Infrastructure Library (ITIL) Foundation is desirable.
• Working knowledge of written and spoken English is required.

Responsibilities

• Provide first-line technical assistance to designated client agencies, including troubleshooting computers, peripherals, approved software and connectivity issues.
• Assist with the installation, configuration, maintenance and basic troubleshooting of ICT equipment and network-connected devices.
• Record, monitor and resolve assigned ICT incidents and service requests, escalating complex issues to the appropriate technical personnel.
• Maintain accurate inventories and records of equipment allocation, installation, relocation, repair and handover.
• Assist with authorized user-account and software-support activities while complying with applicable UN information-security and confidentiality requirements.
• Maintain agency-specific records of services delivered, activities performed and relevant effort or resource utilization to support service monitoring and cost-recovery reporting.
• Prepare monthly ICT service-delivery reports highlighting completed activities, outstanding requests, service performance and issues requiring management attention.

Skills

ICT Technical Support

IT End User Support

Hardware troubleshooting

System Troubleshooting

ICT asset management

Service Documentation

Microsoft Windows

MS Office 365

Computer Hardware

Printer Maintenance

Basic Networking

Wi-Fi Connectivity

Endpoint Security

Service-request Tracking

IT Infrastructure Library Foundation

Technical Support in International Org

Education

Secondary education

ICT diploma or certificate

Job description

The contractor is expected to deliver timely and documented ICT support, maintain accurate asset and service records, submit monthly service reports and provide reliable supporting information for monitoring agreed services to client UN agencies.

Responsibilities

• Provide first-line technical assistance to designated client agencies, including troubleshooting computers, peripherals, approved software and connectivity issues.
• Assist with the installation, configuration, maintenance and basic troubleshooting of ICT equipment and network-connected devices.
• Record, monitor and resolve assigned ICT incidents and service requests, escalating complex issues to the appropriate technical personnel.
• Maintain accurate inventories and records of equipment allocation, installation, relocation, repair and handover.
• Assist with authorized user-account and software-support activities while complying with applicable UN information-security and confidentiality requirements.
• Maintain agency-specific records of services delivered, activities performed and relevant effort or resource utilization to support service monitoring and cost-recovery reporting.
• Prepare monthly ICT service-delivery reports highlighting completed activities, outstanding requests, service performance and issues requiring management attention.

Requirements

• Secondary education is required.
• A diploma or certificate in ICT, Computer Science or a related discipline is desirable.
• At least three years of relevant ICT technical-support experience, including end-user support, hardware and software troubleshooting, ICT asset management and service documentation is required.
• Familiarity with Microsoft Windows, Microsoft 365, computer hardware, printers, basic networking, Wi-Fi connectivity, endpoint security and service-request tracking systems is required.
• Experience of technical Support in the United Nations or international organizations is a plus.
• A technical certificate in IT Infrastructure Library (ITIL) Foundation is desirable.
• Working knowledge of written and spoken English is required.

Skills

• ICT Technical Support
• IT End User Support
• Hardware troubleshooting
• System Troubleshooting
• ICT asset management
• Service Documentation
• Microsoft Windows
• MS Office 365
• Computer Hardware
• Printer Maintenance
• Basic Networking
• Wi-Fi Connectivity
• Endpoint Security
• Service-request Tracking
• IT Infrastructure Library Foundation
• Technical Support in International Organizations

Languages

English