Job description
CTG overview | CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
Visit www.ctg.org to find out more |
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| Overview of position | The contracted personnel will be required to provide technical user support & assist in troubleshooting of ICT related issues. Additionally, s / he will also technically assist & support all other field office locations throughout the mission area whenever required. |
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| Role objectives | Assessing, recording, dispatching, maintaining & tracking of all service request & / or incident calls using iNeed, the official Customer Relationship Management (CRM) system following Information Technology Infrastructure Library (ITIL) concepts. Ensuring timely resolution of all iNeed tickets assigned at tier 1 level & / or follow up with tier 2 until issue is resolved & closed. Assisting all users with account registration, login & maintenance to all corporate / enterprise applications. Performing installation & configuration of computing devices running on Microsoft Windows 11 or above OS. Such tasks include, but not limited to, TCP / IP protocol stack configuration, IP address assignment, DNS configuration, internet proxy settings, Active Directory, anti virus server update, etc. Supporting all users with Microsoft 365 (Outlook) email account setup, Active Directory password & UMOJA (ERP) account password reset. Providing support in querying & or reporting various cloud application databases. Data extraction & transformation including design of Power BI dashboards. Supporting all users with Microsoft 365 office & cloud applications, UN enterprise applications like iNeed, FSS, Inspira, UMOJA tier 1 level support & user access roles provisioning. Installation of network peripherals such as standalone / multi function printers, data communication devices, etc. Maintenance, troubleshooting & repair of printer, computer & any other faulty hardware products, especially those that are no longer under warranty. Assisting in the installation of network insfrastructure including network cabling, indoor cable trunks sockets & communication racks, troubleshooting network connectivity & wireless access issues. Assisting in the setup of online collaboration devices & services such as videoconference, MS Teams, Zoom & projectors in coordination with the VTC unit for meetings. Provide product specific training whenever required. Be on call & provide 24 x 7 support to troubleshoot issues or problems when required. Perform any other duties and tasks as assigned by supervisors.
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| Project reporting | The ICT End User HW / SW Support will be working under the direct supervision of the Digital Solution Supervisor in UNMISS, Republic of South Sudan. |
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| Key competencies | Standard: Degree or diploma in computer science, information technology, computer engineering or other related field. Must have at least 3 years of working experience relating to the required technical knowledge written above. Computer literate with proficiency in MS Office Suite & others. Must have a national driver’s license & able to drive a light motor vehicle with manual transmission. Must be fluent in English, both written & oral.
Advanced Degree or diploma in computer science, iInformation technology, computer engineering or other related field. Must have at least 5 years of working experience relating to the required technical knowledge written above. ITIL Foundation certification is desirable. Knowledge on CRM (iNeed), Field Support Suite, ERP system (UMOJA) & other enterprise applications are desirable. Computer literate with proficiency in MS Office Suite & others. Experience in South Sudan is desirable. Must have a national driver’s license & able to drive a light motor vehicle with manual transmission. Must be fluent in English, both written & oral.
Expert Degree or diploma in computer science, information technology, computer engineering or other related field. Must have at least 8 years of working experience relating to the required technical knowledge written above. ITIL Foundation & ITIL Managing Professional (MP) certifications are required. Knowledge on CRM (iNeed), Field Support Suite, ERP system (UMOJA) & other enterprise applications are required. Computer literate with proficiency in MS Office Suite specially Microsoft Teams & others. Experience in South Sudan is desirable. Must have a national driver’s license & able to drive a light motor vehicle with manual transmission. Must be fluent in English, both written & oral.
Required competencies: Excellent client orientation skills with attention to technical details. Strong communication & organizational skills. Detail oriented planning & high degree of accuracy & safety. Works collaboratively with & supports colleagues / clients to achieve common goals.
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| Team management | This role has no team management responsibility. |
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| Further information | Qualified female candidates are encouraged to apply for this role. |
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Disclaimer:
· At no stage of the recruitment process will CTG ask candidates for a fee. This includes during the application stage, interview, assessment and training.
· CTG has a zero tolerance to Sexual Exploitation and Abuse (SEA) which is outlined in its Code of Conduct. Protection from SEA is everyone’s responsibility and all staff are required to adhere to CTG’s Code of Conduct at all times. |
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