Ict Technician

3 weeks ago

Mumbai Maharashtra, India Inductus Limited Full time

I hope this message finds you well.

**JOB TITLE**:ICT Technician

**RECRUITMENT**:Through Third Party (Inductus Limited)

**REPORTS TO**:Operations Head

**LOCATION**:Mumbai

**PURPOSE OF THE JOB**

ICT Technician is accountable for the delivery of effective and efficient first line on-site or remote ICT support services to users in all UNICEF offices. Responsible for diagnosing, resolving or escalating hardware, software, network, connectivity issues and support audio-visual collaboration systems and liaise with ICT Foundation Team in Delhi to resolve technical issues in a timely manner. The incumbent provides call documentation and prepares reports on service issues. Supports new staff with basic software orientation in conjunction with Delhi ICT Team.

**KEY END-RESULTS**

1. Timely support is provided with Laptops, Printers, Smartphones, Satphones and other hardware

2. Effective support is provided with MS Office 365 and collaboration services: Zoom, Teams etc.

3. Effective support is provided with Audio-visual collaboration systems and meetings

4. Ensure LAN/Mobile connectivity, including operational state of BCP sites for best performance

5. Assist in managing ICT assets for the office

6. Any other tasks as appropriate and assigned by Operations Manager / Delhi ICT Team

**WORKING HOURS**:
Provide foundation ICT services during working hours. For work outside working hours, due compensations would be provided as per set guideline.

**KEY ACCOUNTABILITIES and DUTIES & TASKS**
- The incumbent will perform the following major duties and tasks and held accountable for key end results._

**1. Timely support is provided with Laptops, Printers, Smartphones, Satphones and other hardware**
- Provides first line user support for all end-user equipment, on-site at office or staff homes as required or remotely as appropriate
- Formatting, configuring end-user equipment in conjunction with Delhi ICT Team
- Provide support with MFPs, scanning, photocopying, printing
- Install Apps for users in Smartphones including configuration support
- Ensure all Network equipment are operational and report to Delhi ICT Team on faults
- Test office Satellite Phones regularly and ensure they are in operational state
- Keeps the users informed of their calls' status as appropriate
- Keep Delhi ICT Team staff informed of notable trends, solutions, fixes, delays and other issues

**2. Effective support is provided with MS Office 365 and collaboration services: Zoom, Teams etc**
- Support Virtual meetings using Zoom, Teams and other platforms
- Use Teamviewer to remotely avail assistance from Delhi ICT Team on administrative tasks
- Install authorized software in conjunction with Delhi ICT Team
- Provide orientation on standard software to new staff

**3. Effective support is provided with Audio-visual collaboration systems and meetings**
- Provide support with Room based Video Conference, manage LCD projectors, Laptops etc
- Setup Virtual conferences in conjunction with Delhi Team and conduct them as needed
- Setup Conference hardware and peripherals including network/LAN connectivity

**4. Ensure LAN/Mobile connectivity, including operational state of BCP sites at the residences of the CFOs or designated staff homes for best performance**
- Provide user support with network connectivity at offices, both WiFi and LAN
- Liaise with ISPs in conjunction with Delhi ICT Team to trouble-shoot issues
- Ensure BCP sites have operational WiFi connectivity, regular on-site visit to upkeep setup
- Support users with Mobile/Data voice services and ensure best possible quality of service
- Ensure connectivity equipment is in proper operation state with guidance from Delhi ICT Team
- Train users on Mobile Apps for Virtual Meetings and collaboration

**5. Assist in managing ICT assets for the office**
- Provide periodic report on ICT assets and reconcile items with the database
- Prepare end-user equipment for disposal as per processes in place which will require formatting the Laptops cleaning UNICEF licensed software
- Liaise with Delhi ICT Team to ensure timely repair / warranty services

**6. Any other tasks as appropriate and assigned by Operations Manager / Delhi ICT Team**
- Any other ICT or related operational function as assigned by Operations Managers

**COMPLIANCE TO INFORMATION SECURITY POLICIES**

The ICT Technician will be oriented on key UNICEF ICT procedures and compliances. They will have general user access to UNICEF ICT Systems and will be provided with a UNICEF standard Laptops to support operational business needs as per current global and local ICT policies in place. They shall not have any Administrative Rights with UNICEF systems, which is reserved to be performed by ICT Staff.

**QUALIFICATION and COMPETENCIES**

**EDUCATION**
- Completion of **Higher Secondary Education/Diploma **minimum, supplemented with formal training and **certification **in 1) Hardware Basics 2) Network Basics 3) Basic and Advanced Software sk

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