ICT Technician x2

• Attractive local package
• Friendly and supportive team environment
• Join the principal development organization in the Pacific region

Description

The Pacific Community (SPC) is the principal scientific and technical organisation in the Pacific region, supporting development since 1947. We are an international development organisation owned and governed by our 27 country and territory members. In pursuit of sustainable development to benefit Pacific people, our organisation works across more than 25 sectors. We are known for our knowledge and innovation in such areas as fisheries science, public health surveillance, geoscience, and conservation of plant genetic resources for food and agriculture.

The Operations and Management Directorate (OMD) provides corporate services to all SPC Divisions and Programmes. It consists of three key departments: Finance, Human Resources and Information Services. OMD is focused on improving the effectiveness of systems, policies and management to provide high-quality customer-oriented services.

The role – ICT Technician will be responsible for assisting the ICT Team in service delivery.

The key responsibilities of the role include:

Technical Support

• Provide first-line technical support to end-users via various channels, including phone, remote access, email, and in-person.
• Troubleshoot hardware, software, security and network issues promptly and effectively.
• Assist with monitoring, and managing alerts generated by the M365 Portal and taking the necessary actions to address these alerts.

Incident and Service Request Management

• Track support tickets using a ticketing system, ensuring timely resolution, communication and proper documentation.
• Prioritize and escalate support tickets according to severity and impact on business operations.
• Follow established procedures for incident and problem management, including incident analysis and root cause identification.

User Training and Documentation

• Provide user training and guidance on IT tools, applications, and best practices.
• Create and maintain technical documentation, user guides, and knowledge base articles.

IT Project Support and Procurement

• Assist in the implementation of IT projects, including software deployments, system upgrades, and infrastructure enhancements.
• Collaborate with project teams to support the rollout of new technologies and systems.
• Procure quotations for ICT Equipment, provide recommendation to end-user, and liaise with Suppliers on ETA’s, etc.

Conference Support

• ICT support for in person/virtual or hybrid events either on SPC premises or offsite in liaison with ICT Conference Technician.
• Setup and operate SPC Simultaneous Interpretation Equipment with ICT Conference Technician.
• Ensure conference room and associated equipment is setup as required.

For a more detailed account of the key responsibilities, please refer to the online job description.

Key selection criteria

Qualifications

• Diploma in IT or equivalent tertiary qualification.

Technical expertise

• 5 years of relevant IT work experience.
• Knowledge of Microsoft, Mac and Linux based systems.
• Demonstrated team player.
• Good organizational skills.     

Language skills

• Excellent English communication skills (oral and written).

Interpersonal skills and cultural awareness

• Ability to work in a multicultural, inclusive and equitable environment.

Salary, terms and conditions

Contract Duration – Until 1 November 2027 – subject to renewal depending on funding and performance.

Remuneration – The ICT Technician is a band 7 position in SPC’s 2024 salary scale, with a commencing taxable salary range of FJD 2,287-2,859 per month, plus local staff benefits. An offer of appointment for an initial contract will normally be made in the lower half of this range, with due consideration given to experience and qualifications. Progression within the salary scale will be based on annual performance reviews.

Recruitment principles – SPC’s recruitment is based on merit and fairness, and candidates are competing in a selection process that is fair, transparent and non-discriminatory. SPC is an equal-opportunity employer, and is committed to cultural and gender diversity, including bilingualism, and will seek to attract and appoint candidates who respect these values. Due attention is given to gender equity and the maintenance of strong representation from Pacific Island professionals. If two interviewed candidates are ranked equal by the selection panel, preference will be given to the Pacific Islander.

Applicants will be assured of complete confidentiality in line with SPC’s Privacy Policy.

Application procedure

Closing Date – 22 September 2024 at 11:59pm (Fiji time)

Job Reference: JM000730

Applicants must apply online at http://careers.spc.int/

Hard copies of applications will not be accepted.

For your application to be considered, you must provide us with:

• an updated resume with contact details for three professional referees
• a cover letter detailing your skills, experience and interest in this position
• responses to all screening questions

Your application will be considered incomplete and will not be reviewed at shortlisting stage if all the above documents are not provided. Applicants should not attach copies of qualifications or letters of reference. Please ensure your documents are in Microsoft Word or Adobe PDF format.

Only Fijian citizens are eligible to apply for this role.

SPC does not charge a fee to consider your application and will never ask for your banking or financial information during the recruitment process.

Screening Questions (maximum of 2,000 characters per question):

1. Please describe how you have used and managed IT support systems (such as Service Now, Jira, etc) to help you work as an IT Technician.
2. Can you describe your experience when assisting customers using various technologies in technical troubleshooting using the following scenarios:
   1. remotely;
   2. in person;
   3. guiding a user.
3. Describe your experience with technical troubleshooting of Laptop Hardware, and Microsoft 365 suite of applications. Feel free to add in other ICT experiences you possess.