Senior IT Associate

March 13, 2026

A (least hardship)

Family

GS7

General Service

Reason

Regular > Regular Assignment

2026-04-01

Senior IT Associate

Organizational Setting and Work Relationships
Senior IT Associate is a technical position within the UNHCR operation. Direct supervision is normally exercised by an (Assistant/Associate) IT Officer. In locations without a professional IT supervisor, the incumbent must be able to work independently due to the technical nature of the work and liaise directly with regional and HQs technical units for problem solving and consultations. Main task of the position is to ensure routine functioning of the IT system within the country operation and assist the management to improve and refine it with the technical progress.

The incumbent has regular contacts with all staff members maintaining smooth and friendly relations with a high responsive attitude towards problem solving and finding solutions. S/he has also contacts with external parties such as contractors and suppliers of IT equipment and services.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR's core values of professionalism, integrity and respect for diversity.

Duties
- Undertake needs assessment on site and installations of UNHCR Telecommunications equipment considering the overall IT strategy of the region, the operational needs and the security constraints.
- Install and configure the most appropriate type of UNHCR IT and Telecommunications systems (HF, VHF, UHF, Microwave Links, Telephony, satellite systems) to meet the needs of operations within the AoR.
- Ensure that the equipment under area of responsibility is in good working condition, by inspecting regularly the hardware and installations. If required, arrange promptly repairs or replacement as necessary according to established procedures.
- Maintain records of the installations and repairs/replacements done and keeps the supervisor fully informed on the status of the equipment.
- Provide the office, where equipment is installed, with full information for their asset management records.
- If applicable, keep a proper inventory level of all sites spares and return spare parts for repair/replacement;
- Monitor and maintain the LAN, Network Servers, Printers, LAN points, Hubs, Patch pane, etc. to prevent faults occurring.
- Add or remove users from the Network.
- Carry out minor hardware maintenance.
- Maintain up to date inventory of all infrastructure equipment under AOR.
- Carry out missions for new installations and routine maintenance tours of telecoms equipment.
- Maintains the VSAT Network and local PABX systems in the AOR.
- Undertake coaching, and training of IT staff and users. Draft procedures and instructions to promote a better understanding of the use of the IT equipment.
- Undertake upgrading of computers (Hardware, Software) in UNHCR offices to maintain current UNHCR standards and, subsequent installation of the new software platforms.
- Liaise directly with end users to clarify analyses and resolve reported issues, delivering high standard of customer services.
- Undertake other tasks or assignments within his/her area of competence as directed by Supervisor/Head of Service.
- Decide on appropriate resolution to incidents / problems.
- Escalate issues to supervisor if incident / problem cannot be resolved within scope of responsibility.

- Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
- Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level
For G7 - 4 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher

Field(s) of Education
Not applicable.

Certificates and/or Licenses
Satellite Communications;
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Essential
Experience with PAMA satellite systems, PABX, Cisco routers and satellite modems. Knowledge of computer application packages.

Desirable
Hands-on experience with wireless and VoIP systems, electricity, generators, lightning protection an asset.

Functional Skills
*IT-Microsoft Office Productivity Software
*IT-IT Radio Communications (HF, UHF, VHF)
TR-Training - Virtual and face to face
(Functional Skills marked with an asterisk* are essential)

Language Requirements
For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

To ensure reliable delivery of IT services within the GSS scope, the incumbent will liaise with the GSS personnel in the central and satellite locations on a regular basis, as well as with other key stakeholders such as ITS, as required. The Senior IT Associate is expected to demonstrate:

• Strong analytical and problem-solving skills and attitudes.
• Proven experience in the delivery of IT support services in organizations with a multicultural and global context, preferably with the UN field and HQ experience.
• Ability to provide clear procedural and technical guidance to diverse teams; ability to plan, prioritize and organize work assignments, often under competing deadlines. Capacity to address multiple tasks timely and in a courteous and service-oriented manner. Skills to analyze processes and statistical data for business reporting, decision making, and optimization. Ability to translate customer requirements into business solutions.
• Good understanding of the ITIL framework and its application for improved service delivery, risk management, cost optimization, and strategic alignment with business objectives.
• Ability to support development and implementation of SOPs, checklists, and quality assurance frameworks.
• Experience monitoring service performance, being able to understand reasons behind the metrics performance and support implementation of corrective actions where necessary.
• Experience with service management tools (e.g. ServiceNow) and ERP systems (such as Oracle and SAP). Relevant training and certifications would be an advantage.
• Ability to act as a technical escalation point for the service issues in scope and deal appropriately with sensitive information.
• Ability to work in a multicultural environment and demonstrate excellent communication and stakeholder engagement skills.
• Competencies and attitudes expected in IT service delivery to promote a collaborative and customer-centric culture.
• Strong proficiency in both written and verbal communication in Spanish and English is essential.

Additional information:

Candidates must be nationals or legal residents of Panama. The candidates who are not nationals of Panama but are legally residing in the country must demonstrate a proof of residency and work permit at the time of application

For G7 - 4 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher

Shortlisted candidates may be required to sit for a test. No late applications will be accepted. UNHCR is committed to diversity and welcomes applications from qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, colour or ethnic and national origins, religion or belief, or sexual orientation. UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees).

English

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Spanish

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Operational context

Occupational Safety and Health Considerations:

To view occupational safety and health considerations for this duty station, please visit this link:

https://wwwnc.cdc.gov/travel

Nature of Position:

Operational Context

Global Shared Services (GSS) provides location-independent transactional services in Finance, Payroll, Human Resources, Supply, and IT, to enable operations to focus on strategic and context-specific priorities globally. The GSS located in Budapest serves as the backbone of the service, which is supported by satellite teams in Panama, Amman, Kuala Lumpur, Dakar, and Nairobi.  The GSS also works very closely with all enabling functions (Division of People Management - DPM, Division of Resource Management - DRM, Division of Emergency and Programme Support - DEPS, and Information Technology Service - ITS) to ensure policies and controls are implemented and delivered in an efficient manner. The strategic direction and operating modalities of the service are governed by the GSS Advisory Board.  

 

The Senior IT Associate position is a part of the GSS Satellite Centre and will support the delivery of the GSS IT services in the region and globally. The incumbent will administratively report to the Head of the GSS Satellite Centre – Panama. Functionally, the Senior IT Associate will be supervised by the relevant GSS IT authority and will support activities across several IT service domains of GSS.

 

Key Responsibilities:

The Senior IT Associate will support the delivery of IT services within the area of his/her responsibilities in GSS. The incumbent works under the technical guidance of the relevant GSS authority and implements activities in line with established objectives, procedures, and instructions. The incumbent will also be guided by information found in the UNHCR manuals and relevant policy papers to ensure compliance with the organization’s practices.

 

The Senior IT Associate will monitor and report on performance indicators of IT services within the area of his/her GSS responsibilities, and provide regular, timely, and insightful reports to the supervisory authorities.

 

The Senior IT Associate will work closely with other support teams to contribute to maintaining service continuity and high-quality outcomes that enhance satisfaction of customers, provide them with technical and procedural advice, and support high-quality standards of GSS services.

 

The incumbent will promote and contribute to continuous improvements by monitoring performance of the services in his/her GSS scope and analyzing reasons behind the metrics behavior to discuss and apply appropriate corrective actions, if required.

 

Further, the incumbent will assist with maintenance of a business IT structure that is robust and flexible enough to accommodate variable needs of GSS customers, that is scalable and can leverage internal and external capacities for provision of reliable GSS IT support.

 

The Senior IT Associate will be required to maintain impartial, ethical and customer-oriented relations with stakeholders, partners and customers. This includes evidence-based planning, timely coordination, and exchange of information within the established service perimeter of GSS and in compliance with the UN/UNHCR rules and policy documents.

Living and Working Conditions:

Position is located in Panama (RB), Panama.

Additional Qualifications

Skills

IT-IT Radio Communications (HF, UHF, VHF), IT-Microsoft Office Productivity Software, TR-Training - Virtual and face to face

Certifications

Satellite Communications - Other

Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Managing resource, Organizational awareness, Planning & organizing, Teamwork & collaboration, Technological awareness

https://icsc.un.org/Home/SalaryScales

Compendium

Additional Information

This position doesn't require a functional clearance