Senior IT Assistant, Client Services

hace 16 horas

Lima, Perú World Bank Group A tiempo completo

**Senior IT Assistant, Client Services**

Job #:
req31209
Organization:
World Bank
Sector:
Information Technology
Grade:
GD
Term Duration:
2 years 0 months
Recruitment Type:
Local Recruitment

**Location**:
Lima,Peru
Required Language(s):
English/Spanish
Preferred Language(s):
Closing Date:
1/31/2025 (MM/DD/YYYY) at 11:59pm UTC

Description

**ITS Vice Presidency Context**:
The Senior IT Assistant position (GD level) provides technical ongoing support for all staff in Lima Peru IBRD Office as well as staff visiting from Heath Quarters, other Bank's institutions and/or other Country Offices. S/he will manage the full range of information technologies for the office, which include, but not limited to addressing desktop support, conferencing support, remote access, mobile devices and network support, issues concerning the maintenance and implementation of IT standards, knowledge sharing, asset inventory, maintaining local vendor relations and understanding contracts/Service Level Agreements (SLA), as well as providing local office training.

Required languages: Spanish, English (speaking/reading/writing).

**Duties and Accountabilities**
- 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
- 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**
- 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 prior

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