ICT Client Support Assistant

The ICT Client Support Assistant provides advanced ICT client support and administration of Microsoft 365, identity, collaboration and end-user services across the Organization. The role ensures secure, reliable and efficient delivery of ICT services including support and administration of Microsoft Entra ID, Exchange Online, Microsoft 365 services, endpoint devices, and related platforms while troubleshooting complex technical issues.

Responsibilities

• Handle technical support requests (1st and 2nd-line), ensuring accurate logging, prioritization, and resolution within SLA targets
• Troubleshoot hardware, software, end-user devices, and connectivity issues, escalating complex cases when needed
• Maintain clear communication with users throughout the ticket lifecycle and document resolution steps
• Contribute to root cause analysis and preventive measures to reduce incident recurrence and improve service quality
• Promote a user-focused service culture in all interactions
• Manage the full lifecycle of user accounts, including onboarding, offboarding, and role modifications, ensuring security and compliance
• Administer and actively manage access controls across Microsoft 365 services including SharePoint, OneDrive, Teams
• Configure, maintain, and optimise core Microsoft 365 services such as Exchange Online, SharePoint Online, OneDrive, Teams, Teams Telephony
• Oversee Azure Active Directory administration, MFA, conditional access policies, licensing allocation, and hybrid identity solutions
• Proactively monitor capacity, performance, and service health, implementing improvements and resolving complex technical challenges
• Lead advanced troubleshooting for Microsoft 365 incidents, coordinating with third-level support or vendors
• Develop and maintain clear technical documentation, user guides, and training resources
• Support administration of user access for key financial platforms based on requests from the Finance Section
• Manage provisioning and deactivation of user roles, access permissions, and digital security tokens
• Conduct audits of access and coordinate with financial institutions to maintain compliance and implement security updates
• Coordinate end-to-end onboarding of new personnel including account setup, device configuration, software installation, and ICT orientation
• Lead secure offboarding processes managing asset return, user deactivation, and data security protocols
• Deliver induction sessions to familiarize new staff with collaboration tools, ICT policies, and digital workplace practices
• Maintain and update the ICT asset inventory ensuring proper assignment, tagging, and audit readiness
• Support routine asset lifecycle actions including repairs, warranty processing, and secure disposals
• Assist with ICT equipment moves, refreshes, and office relocations
• Create and maintain comprehensive technical documentation, knowledge base articles, and self-help materials
• Deliver user training sessions focused on Microsoft 365, device use, and ICT service processes
• Identify service improvement opportunities based on incident trends and user feedback
• Perform other job-related activities required to support the goals and objectives of the secretariat

Requirements

• Secondary education to university entrance standard is essential
• Supplementary training or certifications in Microsoft Windows Server Administration, Microsoft Exchange, Microsoft 365 Administration, Microsoft Azure, Microsoft Entra ID, SharePoint Administration, or Service Management are desirable
• A minimum of six years of progressively responsible experience providing technical and administrative support in an enterprise or international ICT environment is required
• Experience administering Microsoft infrastructure and cloud services, including Windows Server, Active Directory, Microsoft Exchange, Microsoft Entra ID, and Microsoft 365 services, is required
• Experience troubleshooting complex authentication, connectivity, Windows, Microsoft 365, VPN, and end-user support issues independently is required
• Experience supporting users during meetings, conferences, or hybrid collaboration events is required
• Experience preparing technical documentation, knowledge articles, and user guidance materials is required
• Experience using ICT service management platforms such as ServiceNow is desirable
• Proficiency in English (oral and written) is essential
• Knowledge of another official UN language is an asset
• Familiarity with ServiceNow or similar ICT service management platforms for incident, request, and knowledge management
• Ability to prepare clear technical documentation, knowledge base articles, and user guidance materials
• Experience supporting users during meetings, conferences, and hybrid collaboration events

Skills

• Microsoft Windows Server Administration
• Microsoft Exchange Administration
• Microsoft 365 Administration
• Microsoft Azure
• Microsoft Entra ID Management
• SharePoint Administration
• Service Management
• Windows Server Management
• Active Directory Management
• MS Exchange
• Microsoft 365 Suite
• Authentication Troubleshooting
• Connectivity Troubleshooting
• VPN Support
• IT End User Support
• IT Service Management
• ServiceNow Experience
• Technical Documentation Production
• Knowledge Article Preparation
• User Guidance Materials
• Meeting and Conference Support

Languages

English