Background Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one behind’ approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories. UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.Working under the guidance and direct supervision of the ICT Associate (G7), the ICT Support Associate delivers
comprehensive ICT services to all UN agencies located on the premises and provides remote support to programme
and project staff across India. The role encompasses:
• Onsite and Remote ICT Support: Ensuring smooth daily operations of information management tools and
technology infrastructure for a large Country Office.
• Administrative ICT Support: Assisting the ICT Unit in managing and maintaining technical systems and
documentation.
• User Support: Providing timely technical assistance and troubleshooting to ensure uninterrupted workflow
for all staff.
The ICT Support Associate champions a client-focused approach, fostering efficiency and responsiveness to the
evolving technological needs of the organization.
Duties and Responsibilities - Supports implementation of ICT management systems and strategies, focusing on achievement of
the following results:
• Compliance with corporate information management and technology standards, guidelines and
procedures for the CO technology environment.
Docusign Envelope ID: 6C4F694E-DAE4-40A6-8649-4791F668F3EA
• Facilitate meetings and provide A/V Support.
• A/V Support Technician will conduct regular preventive maintenance of A/V System such as Video
Conference, Projectors, Matrix Switcher, Crestron Controller, Speaker and mic system etc
• Should have knowledge of Video Switching Equipment’s Scalars & Switchers of Kramer & Extron,
Audio mixers, Microphones and other Audio products. - Ensures effective functioning of the CO hardware and software packages, focusing on the
achievement of the following results:
• Performance of specific technical functions, including changing of hardware electronic
components (disks, memories, network wiring, power sources, etc.) and routine repairs.
• Assistance in the installation of commercial and in-house developed software and related upgrades
• Assistance in upgrading patch and anti-virus programs on a timely basis.
• Ensure projectors & screens are focused and calibrated to fit screen and check the video signal and
color quality. Ensure the lens & filters are clean. Check the Lamp hours and if replacement is
needed to be planned.
• Daily and Monthly reports of calls from the EPABX system should be fetched and forwarded to the
Line manager.
• First Level support to Alcatel & Zoom Telephony cloud based PBX - Supports networks administration, focusing on achievement of the following results:
• Assistance in troubleshooting and monitoring of network problems.
• Response to user needs and questions regarding network access.
• Assistance in backup and restoration procedures for local drives. Maintenance of backup logs.
Assistance to organization of off-site storage of backups. - Provides administrative support, focusing on achievement of the following results:
• 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 in cooperation with the
Procurement Unit.
• Should have knowledge of Video Switching Equipment’s Scalars & Switchers of Kramer & Extron,
Audio mixers, Microphones and other Audio products should be well versed with Operation of
Polycom MCU for day-to-day operations & ISDN connectivity. - Ensures facilitation of knowledge building and knowledge sharing in the CO, focusing on the
achievement of the following results:
• Participation and assistance in the organization of training for the CO staff on ICT issues.
• Sound contributions to knowledge networks and communities of practice. - Supports the implementation of locally developed applications, focusing on the achievement of the
following results:
• Collaborate with the ICT team and relevant stakeholders to facilitate the deployment of locally
developed applications in the office.
• Coordinate with developers and end-users to gather feedback for improvements and updates.
Docusign Envelope ID: 6C4F694E-DAE4-40A6-8649-4791F668F3EA
• Maintain documentation of application usage, support requests, and resolutions for reference and
analysis
The incumbent performs other duties within their functional profile as deemed necessary for the efficient
functioning of the Office and the Organization.
Institutional Arrangement
This will be a shared position through common services account of all UN Agencies located in the UN House
and will report to UNDP’s Head of ICT.
Reporting To:
UNDP’s Head of ICT (ICT Associate)
Reportees to this position:
Not Applicable
Competencies Core 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 Cross-Functional & Technical competencies (insert up to 7 competencies)
Thematic Area Name Definition 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 customers
service strategy. Look for ways to add value beyond
clients' immediate requests. Ability to anticipate
client's upcoming needs and concerns.
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
IT Research and Development Regular following new technologies
and technical trends, research the
technologies that are applicable
and beneficial to the organization
and develop the
systems
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.
Minimum Qualifications of the Successful NPSA
Min. Education requirements - Secondary education is required.
- A university degree in Information Technology/Computer Science or equivalent field will be given due consideration, but it is not a requirement.
Min. years of relevant work experience - Minimum of 6 years (with secondary education) or 3 years (with bachelor’s degree) of relevant experience in Information Technology/Computer Science.
Required skills - Experience in office365 applications including SharePoint
- Experience in organizing online web conferences e.g. Zoom, MS Teams, Cisco Webex etc.
- Experience in managing Alcatel PBX System.
Desired skills in addition to the competencies covered in the Competencies section - Good working knowledge of Cisco Meraki
- Experience and knowledge of Cloud telephony e.g. Zoom
- Experience of working with international organizations including the UN will be desirable.
Required Language(s) - Fluency in English and Hindi is required.
Professional Certificates - Microsoft Certified Professional (MCP)
Remuneration starting at INR 10,81,948.92/-(Annual) / INR 90,162.41/-(Monthly) as per the scale depending on qualifications and experience. The remuneration is excluding 8.33% pension amount paid over and above the salary.
Disclaimer Important information for US Permanent Residents ('Green Card' holders)
Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment.
UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.
Applicant information about UNDP rosters
Note: 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.
Non-discrimination
UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.
UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status.
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