Asistente De Soporte En TIC [open To Internal And External Applicants]

Organizational Context

The United Nations Development Programme (UNDP) in Colombia supports the government's peacebuilding efforts, social inclusion, environmental sustainability, and the 2030 Agenda. The Information and Communications Technology (ICT) Unit within the Operations Management ensures efficient, secure, and timely management of technological resources. This role supports user assistance, technical incident resolution, and the implementation of technology solutions aligned with strategic objectives.

Job Purpose

The ICT Support Assistant provides full-time support for the operation of technological applications and tools required by the Country Office. This role is crucial for ensuring the efficient, secure, and timely management of technological resources. The primary objective is to offer technical support, manage technological infrastructure, oversee information systems, and assist various operational and programmatic processes. The position contributes to strengthening institutional capacity, fostering innovation, and driving digital transformation, thereby ensuring operational continuity and data protection within the UNDP office.

Responsibilities

Key responsibilities include providing first and second-level support to end-users, identifying, analyzing, and resolving hardware, software, and technology platform incidents to ensure operational continuity and high service levels. The role involves supporting the administration and operation of IT systems, adhering to best practices and information security standards. Responsibilities also encompass managing videoconferencing systems and incident management platforms like Service Now. Additionally, the assistant will document incidents, requests, and technical solutions clearly and orderly, and maintain an updated inventory of hardware and software. This includes assisting with network administration, monitoring server performance, participating in backup and restoration procedures, and providing user assistance for virus detection and prevention.

Work Experience

A minimum of 5 years of relevant experience is required with a high school diploma, or 2 years of experience with an undergraduate degree. Experience should be in administrative management and infrastructure or user support in technology. Experience with videoconferencing systems and incident management platforms is also required.

Skills

Proficiency in IT user support, incident resolution (hardware, software, platforms), IT system administration, network administration, and IT security best practices. Experience with videoconferencing systems and incident management platforms (e.g., Service Now). Strong communication and documentation skills. Digital literacy and awareness of emerging technologies are essential.

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