Senior Information Technology Assistant

Job Purpose:

To provide technical and administrative support in the delivery of information and communications technology (ICT) services, programs and projects in the field office (FO).

Expected Outcomes

User Support and Service Operations
- Ensure timely and appropriate delivery of ICT services including troubleshooting and resolving routine software and hardware user incidents and attending to standard user requests.
- Provide 1st level support to RM staff on the use of ADB standard applications and productivity tools (i.e. Oracle ERP, Lotus Notes, MS Office tools and RM databases).
- Log, categorize, prioritize and escalate higher level requests, incidents or problems to IT Service Desk or OIST when necessary; ensure closure/resolution of request records when resolved or completed.
- Implement OIST recommendations to improve IT support to RM operations;
- Monitor staff’s personal use of ICT resources to ensure that use is non- disruptive/ non-material, reasonable, and compliant with ADB regulation.
- Deliver and support ICT requirements of staff and other personnel in the FO including HQ staff on mission, consultants and requirements for ADB-RM activities/events, as needed; serve as RM local system administrator.
- Schedule and undertake upgrades and routine periodic maintenance for all IT hardware and telecommunications equipment and carry out quality assurance procedures.
- Serve as the FO’s local system administrator.

Business Continuity and Asset Management
- Implement ADB’s IT disaster recovery plan for the FO.
- Maintain a register of IT assets in accordance with OIST and OAS’s asset management frameworks.
- Maintain and safeguard a register of ICT assets and assist with equipment disposal according to applicable ADB administrative procedures and other OIST and/or OAS guidelines.
- Assist OIST in governance related audits/investigations and with RM-related OIST projects, surveys, systems testing, as needed.
- Disseminate, implement and enforce ADB’s regulation on appropriate ICT asset use by FO personnel.

Knowledge Management

• Assist and train FO staff on proper and efficient use of IT assets and knowledge products.
• Adapt user training handouts, manuals, quick guides and instructions according to FO needs and local conditions.
• Keep an up-to-date knowledge base of IT-related concerns and resolutions available for user reference and troubleshooting.

Others
- Support the Finance and Administration functions such as procurement of ICT and electronic services and equipment in accordance with ADB procurement procedures and standards, records maintenance, commercial and accounting activities.
- Review and coordinate with OIST, when necessary, IT- related requests of the resident mission.

• Perform other tasks as assigned by supervisors and reflected in the incumbent’s work plan.

Educational Requirements:

Bachelor’s degree in Information Technology Sciences or equivalent.

Relevant Experience And Other Requirements:

Work experience

At least 5 years of relevant work experience.

Technical Knowledge

Required: Windows Server 2003/2008 technical support; Windows XP and Windows 7/8 and user productivity tool support

Wide area networking for inter-office connectivity and Local area networking

Important: Lotus Notes technical support; Notes Domino technical support; Active Directory services; Internet usage, web-server technical support, MS Office productivity tools, Experience in working in a multi-cultural environment.

Useful: PABX, audio and videoconferencing; experience of coordination, supervision and training of computer users of a mid-sized automated office environment.

Effective report-writing and communication skills in English and the national language (as required)

People and Leadership Skills

Able to liaise and work effectively with vendors, consultants and IT service providers within own work location and with colleagues throughout ADB

Able to work collaboratively with teams as a constructive team member

Core Competencies:

Application of Technical Knowledge and Skills

• Deals with routine queries and correspondence in accordance with procedures
• Proactively seeks relevant development opportunities and submits for approval
• Produces summaries and frameworks by collecting and analyzing diverse information

Client Orientation

• Adjusts style and approach to respect and serve different clients
• Conveys messages by asking questions and using different approaches
• Identifies when a client issue requires escalation
• Responds to clients without prompts or reminders from senior colleagues

Achieving Results and Problem Solving

• Proposes solutions to minimize delays and setbacks in completing work
• Reviews all task objectives and achieves core deliverables
• Uses time management and organizational skills to promptly complete work to the required standard
• Delivers beyond the stated task objectives

Working Together

• Consistently works effectively with individuals of different views, culture, nationality, gender, and age
• Consistently seeks assistance when requirements are unclear
• Provides timely updates on relevant information
• Freely shares and seeks useful knowledge and to complete work

Communication and Knowledge Sharing

• Uses effective written and oral communication in preparing documents, presentations and interactions
• Asks questions to understand how to follow up on feedback
• Locates relevant information to expedite workflow

Innovation and Change

• Adopts new policies, systems and processes in a timely fashion
• Shares ideas for how work can be completed more effectively

Immediate Reporting Relationships / Other Information:

• Supervisor: Designated International Staff and senior National Staff

Important Instructions

This vacancy is for a local staff position with local remuneration package. It is open only to nationals and residents of Mongolia.