Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org

ITS Vice Presidency Context:

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations. Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.

ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients; empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.

Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.

The Senior IT Assistant position (GD level) provides technical ongoing support for all staff in Brasilia 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:  Portuguese, English (speaking/reading/writing). Spanish is desirable. 

Duties and Accountabilities

•Provide technical support to end users of institutional standard software packages such as MS Outlook 2016, Office 365, 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 a working 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.

Selection Criteria

•Bachelor’s degree in Computer systems/Sciences/IT with no experience required or equivalent combination of education and relevant experience in IT Support Role.

•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 prioritize workload balance conflicting demands and willingness to work extended hours in support of time-critical projects if needed.

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 Portuguese is required and Spanish is desirable.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC, including our values and inspiring stories.