ICT Cloud Infrastructure Assistant [Open to internal and external applicants]

In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:

• Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.
• Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments
• Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers
• Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates

Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply.

As all countries around the globe are seeking new ways to address complex and interconnected challenges such as shocks from crises, economic stagnation, inequality and poverty, providing access to clean and affordable energy, protect the environment, or mitigating and adapting to climate change, UNDP aims to develop integrated responses to these issues.

Under the guidance and direct supervision of the ICTAnalyst , the  ICT Cloud Infrastructure Assistantprovides ICT and administrative support services to the ICT unit, and provides daily technical support to users of information management tools and technology infrastructure in the Country Office. The  ICT Cloud Infrastructure Assistant promotes a client-oriented approach.

The  ICT Cloud Infrastructure Assistantworks in close collaboration with Programme, Operations, and projects teams in the CO and UNDP HQ staff to resolve ICT- related issues.UNDP adopts a portfolio approach to accommodate changing business needs and leverage linkages across interventions to achieve its strategic goals. Therefore, UNDP personnel are expected to work across units, functions, teams, and projects in multidisciplinary teams in order to enhance and enable horizontal collaboration.

1.) Support implementation of ICT management systems and strategies.
• Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the CO technology environment. 
• Provide inputs to CO administrative business processes mapping and support implementation of internal Standard Operating Procedures (SOPs). 
• Provide ICT support for key events and provide video/audio conferencing support for hybrid meetings.  
• Provide ICT help desk support to colleagues in other agencies.  
• Provide input to preparation of results-oriented workplans.  
• Support the use of ERP functionality for improved business results and improved client services.

2.) Assist in providing automation and digitalization support for both CO Operations and Programmes.
• Support in the installation of commercial and in-house developed software and related upgrades.

3.) Support network administration and ensure effective functioning of the CO hardware and software packages.
• Monitor file server traffic, usage and performance on a frequent and regular basis. 
• Assist in cloud-based backup and restoration procedures for local drives. 
• Provide support to users in virus detection, removal, and prevention. Assist in upgrading patch and anti-virus programs on a timely basis.
• Respond to user needs and questions regarding network access.
• Assist in trouble-shooting and monitoring of network problems.
• Maintain an up-to-date inventory of software and hardware and stock of supplies and spare parts in cooperation with the Procurement Unit.
• Maintain the filing system ensuring safekeeping of confidential materials. 
• Perform routine technical tasks, including changing of hardware electronic components (disks, memories, network wiring, power sources, etc.) and making routine repairs.

4.) Provide administrative support
• Maintenance of an up-to-date inventory of software and hardware. 
• Maintenance of a library of ICT related reference materials. 
• Maintenance of the inventory and stock of supplies and spare parts 
• Provision of ICT support to key events. 
• Maintenance of Unit’s files, logs 
• Preparation of routine correspondence, faxes, memoranda and reports in accordance with CO SOP. 
• Extracting, inputting, copying and filing data from various sources.

5.) Assist in facilitation of knowledge building and knowledge sharing in the CO. 
• Participate and assist in the organization of training for the CO staff on ICT issues.
• Provide contributions to knowledge networks and communities of practice.

The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.

Supervisory/Managerial Responsibilities: None

Achieve Results
LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively
LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously
LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility 
LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination     
LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner
LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion
LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination 

Business Management - Results-based Management:    
• Ability to manage the implementation of strategies, programmes, and projects with a focus at improved performance and demonstrable results. Knowledge and understanding of relevant theories, concepts, methodologies, instruments, and tools.  

Business Management - Customer Satisfaction/Client Management:    
• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs, provide inputs to the development of customer service strategy, look for ways to add value beyond clients' immediate requests, Ability to anticipate client's upcoming needs and concerns.

Business Management - Working with Evidence and Data:    
• Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions, and supporting decision-making.

Business Management - Digital Awareness and Literacy:    
• Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed.    Knowledge of the usage of digital technologies and emerging trends.

Information Management & Technology - IT Customer Support: 
•  Ability to support customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable.

Information Management & Technology - Network, Communication, and Infrastructure Management: 
• Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premises infrastructure, and new technologies like IoT. Cisco CCIE CCNP or similar is desirable.

Information Management & Technology- User Experience and Business Analyst:    
• Capacity to translate efficiently user needs into IT requirements around human-centered design principles. Knowledge of Oracle Cloud, ServiceNow, SalesForce.com, and Microsoft product an asset.

• Fluency in English is required.  
• Fluency in Portuguese is required. 

• Secondary education is required. Certifications in ICDL, ITIL and/or MCP are an asset.   
• A university degree (Bachelor’s degree) in Information Technology, Information Management, Telecommunications, Computer Science, or an equivalent field will be given due consideration, but it is not a requirement.

• Minimum of 4 years (with high school diploma) or 1 year (with bachelor’s degree) of relevant working experience that includes network administration, web design, providing technical support for hardware/software or cloud ERP environments; and applying knowledge of database applications, web-based management systems, and cloud infrastructure solutions.
• Experience working with user-centered designs and conducting user research and testing is desirable.
• Formal training in IT systems, business software (Microsoft Office) and web-based applications is desirable.
• Experience working with Cisco Meraki management is desirable.
• Experience working with Microsoft Azure management is desirable. 
• Experience working with RPA (Robotic Process Automation is desirable.
• Experience working with AI is desirable.

As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination. 

UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.

UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles. 

UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.