Senior IT Assistant

Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org
ITS Vice Presidency Context:
The Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. For more information on ITS, see this video: https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w
As a unit within the ITS Tech Solutions (ITSTS), ITSR2 unit is primarily tasked with ensuring the cohesive delivery of regional IT programs and initiatives, as well as aligning existing support channels with business needs. In achieving its objectives and providing for a best possible IT customer experience, Tech Solutions directs and partners with CO/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.
ITSR2 team members are responsible for providing high quality of information and technology support services to the WBG offices across several regions (Eastern and Central Europe, Middle East and North Africa and Latin America and Caribbean). In addition, the team is expected to assist with projects initiated from Bank’s HQ and the Region, by providing local perspective and input to be incorporated in designing and testing solutions.
The Senior IT Assistant position (GD level) provides technical ongoing support for all staff in Argentina IBRD/IFC Office as well as staff visiting from Heath Quarters, other Bank's institutions and/or other Country Offices. S/he will manage the full range of information technologies for the office, which include, but not limited to addressing desktop support, conferencing support, remote access, mobile devices and network support, issues concerning the maintenance and implementation of IT standards, knowledge sharing, asset inventory, maintaining local vendor relations and understanding contracts/Service Level Agreements (SLA), as well as providing local office training.
Duties and Accountabilities

• Provide technical support to end users of institutional standard software packages such as Office 365 apps, local network access, Wi-Fi and remote access through VPNs and Citrix RDP client to virtual and real machines.

• Diagnose and troubleshoot hardware, software, and network issues. Seek technical assistance or escalate issues with the appropriate group as necessary and follow-up to ensure resolution.

• Document incident/problem status and resolution in tracking system (Service Now). Document solutions to common problems and respond to frequently asked questions.

• Assist in installation/ deployment of new computer systems including mobile apps, SW images, updates etc.

• Assist in Business Continuity verify backup systems and implement as necessary backup and restore procedures.

• Comply and inform about security policies, procedures, and standards.

• Maintain office inventory of IT related equipment and software licenses, monitoring institutional charges against that inventory.

• Provide support for network connectivity or related network issues for the user community to include LAN/WAN, IP, telephone, 3G/LTE/5G, mobile devices, video conferencing and wireless environment.

• Provide support for World Bank group mobile devices and apps

• Promote information security awareness and Institutional guidelines and policies for information security within the unit.

• Attend training when required and maintain knowledge of the IT trends in the business relevant to supporting the WBG IT standards. Monitor local city and national technology trends and developments.

• Ensure that Bank information and information systems are protected in line with Bank information security policy, procedures, and standards.

• Provide periodic on demand training to clients, promoting the effective use of technology as per Bank Policies and guidelines

• Support other team members in the scheduling and management of video conferences, webinars and conferencing events using Webex, Jabber and Cisco codecs and solutions.

• Perform ad-hoc IT local or Regional IT initiatives as needed.

• Help organize the annual IT Expos.

• Work closely with other ITS colleagues in the office, region and in ITS.

• Take part as member or core member of the IT FGs, actively participating as required in each group's objectives.

Selection Criteria

• Bachelor's degree Computer Science related field with no experience required or equivalent combination of education and relevant experience.

• Ability to conduct research and analysis on difficult, but well-defined tasks; articulate issues and recommend solutions.

• Ability to effectively provide professional support to senior staff.

• Good Knowledge of IT Technologies (Troubleshooting, Windows Platform, Exchange, Microsoft Office, Printers, Scanners, Servers and alike).

• Experience of serving Clients in a multi-cultural environment.

• Ability to work in a team environment and across organizational boundaries and coordinate with outside vendors.

• Ability to prioritize workload balance conflicting demands and willingness to work extended hours in support of time-critical projects if needed.

Required languages: Spanish, English (speaking/reading/writing).
Core Technical Knowledge and Skills

• Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, Servers, Smartphones etc.

• Strong client service skills and the ability to work under pressure with accuracy and professionalism.

• Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.

• Knowledge of Network communication technologies and other WAN/LAN products.

• Familiarity with IP and Cloud Telephony and troubleshooting.

• Good knowledge and experience of setting up and supporting Videoconference facilities.

• Comfortable using remote access technologies and remote troubleshooting.

• Good communications skills, the ability to listen and describe the problem and proposed solution.

• Written and spoken communication skills in English and Spanish are required.

World Bank Group Core Competencies
The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.
We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.
Learn more about working at the World Bank and IFC, including our values and inspiring stories.