Position Description:

ICT Support Officer

Level N1

Application Open Date: 10/12/2020

Deadline Date: 17/12/2020
Location(s): Díli, Timor-Leste
Agency: UE Delegation – Timor-Leste
Report to: Head of Administration
Type of Contract: Fixed Term

OTIMIZAI is a 100% Timorese company. At Otimizai, we offer best and easy to use world-
class tech solutions that improve the efficiency of how organizations in emerging markets deliver
services or products. We are a team of digital innovators with a diverse background of expertise
with a focus on emerging markets. Our approach combines tech, training, change management,
with a people-centered design approach and co-creation partnerships.
We are looking for a talented Timorese to be a part of our team, working at the European
Union delegation in TIMOR-LESTE.

The place of performance is Dili. ICT support services will be provided in close collaboration
with the Regional IT Officers (RITO) team currently based in Thailand (who provide the 2nd level
of support) and with the EEAS IT Helpdesk in Brussels (who provide the 3rd level of support).

DUTIES AND RESPONSABILITIES

Key Word Duties

ICT Support User support-helpdesk:
• End-user support (1st Level), according to ITIL.
• Installation and/or updating of hardware and software.
• Replacement of supplies, such as printers and others.
• Management of equipment: keeping an inventory.
• Contact with computer/telecom providers.
• Maintenance of in-house applications.
• on call assistance related to ICT hardware, software, and equipment.

LAN and Servers administration:

• Implementation of the server infrastructure and upgrades.
• Management of user’s workstations.
• Management of shared resources.
• Management of user’s accounts.
• Management of backups and restores.
• Management of e-mail accounts.
• Network LAN management.

Others • Maintenance of telephone system and telephone billing system.

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 Key Word Duties
Specific support if • Assist he press & information section for the maintenance of the
necessary delegation’s website.
• Support all sections for presentations inside and outside the
delegation.
• Follow-up and support for the PABX system (hardware and
software).

EXPERIENCE
IT OFFICER on similar environment, with 2 years of experience.

QUALIFICATIONS

Key Word Requirements

Education Bachelor’s Degree in Information Technology, Computer Science or
equivalent.

SKILLS

Key Word Requirements

Language • English, Portuguese and/or Tétum; other EU Language is advantage.

Communication • Able to liaise with EU Delegation staff and vendors.

Interpersonal Skills • Able to work in a team.

SELECTION CRITERIA

Key Word Requirements

Selection criteria Practical experience and skill with resolving application and operating
system issues with desktop/laptop/mobile devices.

The working language at the Delegation is English. The IT support expert

shall be fluent in English or understand to execute procedures, which is
mandatory when contacting the RITO and the SPOC.

Highly developed problem-solving and troubleshooting skills.

Enthusiasm and exceptional communication and customer service skills.

A natural team player with proven ability to work collaboratively with a

diverse range of people whilst maintaining focus on the required outcome.

Demonstrate a high level of initiative and organizational skill, and the ability
to plan, set priorities and make sound judgements based on thoughtful
evaluation with the objectives of the Delegation.

Demonstrate a history of working independently with the knowledge,

experience, and initiative to plan an effective days’ work.

High ethical standards.

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ORGANIZATION OF SERVICES

The onsite IT support services will be performed for 16 hours per week.
Monday & Wednesday: between 14:00-17:30.
Tuesday, Thursday and Friday: between 09:00-12:00.

WE OFFER

OTIMIZAI seeks to provide a fair and equal employment opportunity for all people,
regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual
orientation, gender identity, age, or marital status. We especially welcome applications from people
with diverse backgrounds.
• Payment by hour and bonuses by productivity and solving problems with assertiveness
(based on ticket system and users reports).
• Allowance for meal
• Allowance for transport
• Phone credit recharge(pulsa)

HOWTO APPLY
We look forward to hearing from you!

Key Word Instructions

How-to For further inquiries or questions regarding this position, send the CV to
e-mail:
hello@otimizai.com or
paulo.amaral@otimizai.com