Office/Unit/Project Description
The United Nations Development Programme (UNDP) is the UN’s global development network, advocating for change and connecting countries to knowledge, experience and resources to help people build a better life. Under UNDP Bangkok Regional Hub, Operations Support Team provides operational support to Bangkok Regional Hub and UNDP Thailand Country Office. ICT sub-unit provides ICT Infrastructure and ICT support services to both offices.

1.) Ensures implementation of ICT strategies and introduction/implementation of new technologies focusing on achievement of the following results:

• Compliance with corporate information management and technology standards, guidelines and procedures for the offices’ technology environment.
• Provision of inputs and elaboration of internal policies and procedures on the use of ICT. Elaboration of the content of internal Standard Operating Procedures in ICT in consultation with office management.
• Participate in development and update of the ICT annual plan.
• Provision of support to the use of Quantum (UNDP’s implemented system) functionality for improved business results and improved client services.
• Provision of timely helpdesk and video conference support to users.

2.) Support in effective functioning of the Regional Hub and CO hardware and software packages focusing on the achievement of the following results:

• Provision of support in maintaining of equipment and acquisition of hardware supplies, making routine repairs and change of hardware electronic components.
• Ensure implementation of corporate UNDP systems.
• Provision of inputs for development of new software packages for high impact results (e.g. intune, office management system, electronic registry, etc) as required.

3.) Ensures efficient networks and server administration focusing on achievement of the following results:

• Monitoring and troubleshooting of network problems on a daily basis to ensure a stable and responsive network environment. Ensure that the UNDP desktop and network resources are protected from malicious virus attacks and deploy countermeasures in the event of the attacks.
• Response to user needs and questions regarding network access.
• Support and maintain cloud server infrastructure, ensuring optimal performance, security, and scalability to support organizational operations and services.
• Maintenance of up-to-date parameters of information for the network clients and electronic mail.
• Maintenance of measures in place for business continuity and disaster recover processes and procedures including backup and restoration of both cloud and local server.
• Timely LAN Infrastructure and Internet connectivity upgrade to meet UNDP requirements.

4.) Support in web management services focusing on achievement of the following results:

• Identification of the opportunities and ways of converting business processes into web-based systems to address the issues of efficiency (office management system, donor profile software, knowledge management systems).
• Creation and maintenance of the offices’ intranet ensuring that the content is updated and meets the requirements of UNDP.

5.) Provides administrative support focusing on achievement of the following results:

• Provision of assistance in procurement of new equipment for the offices and projects, provision of technical specifications and information on best options in both local and international markets, review of quotations and bids.
• Maintenance of an up-to-date inventory of the software and hardware.
• Maintenance of the library of reference materials.
• Maintenance of the inventory and stock of supplies and spare parts in cooperation with the Procurement Unit.

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

Institutional Arrangement
Under the guidance and direct supervision of the ICT Specialist, the ICT Associate provides execution of ICT services in the Regional Hub and CO, implements ICT management systems and strategies, provides daily technical support to users of information management tools and technology infrastructure. The incumbent is responsible for review and advice on the use of new technologies that will enhance the offices’ productivity. The ICT Associate promotes a client-oriented approach.

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
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 - Network, Communication and Infrastructure Management: Ability to develop/integrate/operate/manage IT network, communications, Cloud or on-premise infrastructure, and new technologies like Io T. Cisco CCIE CCNP or similar is desirable.
Information Management & Technology - IT Service Delivery & Operations: Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable.
Information Management & Technology - IT Continuity and Disaster Recovery: Ability to advise on IT continuity and disaster recovery. Knowledge of ISO 22301 an asset.