ICT Technician

ICAO SEN organization mission TBD

The Western and Central African Office (WACAF) is primarily responsible for maintaining continuous liaison with the States to which it is accredited and with appropriate organizations, regional civil aviation bodies, sub-regional bodies, and UN Agencies and programs operating in the Region. The Regional Office ensures interregional coordination and promotes the timely and harmonized implementation of ICAO Strategic Objectives, policies and decisions. The Regional Office also provides technical guidance and assists States with the implementation of Standards and Recommended Practices (SARPs). The incumbent reports directly to the Administrative Officer as the first-level supervisor and to the Deputy Director as the second-level supervisor. Specific instructions and directives will be provided by the Administrative Officer.

Maintain and enhance the IT systems of the Regional Office, achieving results such as:
• Provides support on VM ware and Desktop VDI Services.
• Keeps software distribution, scripting, testing and support services updated.
• Supports in executing beta testing, production and post-production rollout.
• Assists the Help Desk in 1st & 2nd level desktop troubleshooting.
• Keeps files (electronic and paper) and internal databases updated.
• Performs other duties as may be reasonably required and in line with the incumbent’s scope of services above.

Maintain operations and provide user support, including system and data security, achieving results such as:
• Collects and logs problem calls or service requests in the automated tracking system with minimum delay.
• Attempts to resolve as many problems calls or service requests on initial contact according to guidelines.
• Schedules service requests and performs equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
• Provides support in diagnosis and resolving hardware, software, or connectivity problems with minimum delay.
• Provides step-by-step guidance to end-users on the use of standard systems.
• Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc.
• Escalates problems to the ICT Associate in accordance with established procedure;
• Performs other duties as may be reasonably required and in line with the incumbent’s scope of services above.

Ensure effective functioning of the hardware/Software/Server/peripheral of WACAF Office, achieving results such as:
• Supports in the Routine installation, configuration, testing and deployment of server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Database systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, and various security software.
• Performs monitoring of server systems.
• Provides 1st level support in the troubleshooting of server systems as directed and, If the problem persists, escalates to higher level in accordance with procedures.
• Responds to requests from user offices and support the deployment/configuration of systems so as to conform to infrastructure standards.
• Performs backups of servers following standard backup procedures as directed.
• Collects various statistics on the performance and reliability of server systems for pertinent reports.
• Stores and maintains the documentation of server systems, pertinent to operations and system administration.
• Performs other duties as may be reasonably required and in line with the incumbent’s scope of services above.