Senior IT Assistant

JOB DESCRIPTION

Duties and Accountabilities

• Embed Agile principles and collaborative ways of work into the ITS delivery and operations.

• 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 (ServiceNow). 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.

• Assist staff in procurement of smartphones and other mobile devices.

• 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. 

Core Technical Knowledge and Skills

• Embed Agile principles and collaborative ways of work into the ITS delivery and operations. 

• 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.

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.