RFQ-2023-115-Local IT support for UNAIDS office in Panama

The purpose of this RFQ is to select a suitable supplier for the provision of Local IT support through call-off orders for the UNAIDS RST LAC office in Panama for a period starting 1 January 2024 and ending 31 December 2024 subject to satisfactory performances.

Under the guidance of the National Operations Officer, and the Technical Guidance of Global Service Desk in Nairobi, the Local IT Support will interact directly with the users, providing practical operational support and IT services that facilitate the work of all staff. Specifically, the Local IT Support will perform the following tasks:
• Provide technical support on networking services and equipment installed in the office, this includes liaising with the Internet Service provider (ISP) and other external contractors, troubleshooting on Switches, routers, firewall, cabling, Wi-Fi hotspots and other networking equipment to ensure permanent connectivity and performance.
• Provide technical support with videoconferencing equipment, IP telephony equipment, mobile phones, and printers.
• Provide technical support to laptops for installation, configuration, migration, upgrade, update, patches, troubleshooting, servicing, etc. UNAIDS currently holds a 4-year warranty on all its laptops with Lenovo or Dell.
• Assist the office in liaising and solving issues with local and global vendors (laptops, printers, Video conference equipment, etc.) regarding technical issues.
• Provide support to Global Service Desk Coordinator to identify areas which need coaching and training with the aim to reduce helpdesk calls and enhance user self-reliance.
• Provide support in setting up and running videoconferencing and streaming equipment and audio-video components during meetings organized by the office either on office premises or within commuting distance of the office (hotels).
• Carry out preventive maintenance on computers, printers, and laptops.
• Ensure that all support tasks are logged in UNAIDS’ global ticketing system based on guidelines provided by the Global Service Desk
• Contribute to knowledge and a positive attitude among staff towards technology utilization.
• Perform other related duties or assignments as assigned by Regional Operations Manager.

Period of contract: 1 January 2024 – 31 Dec 2024. Renewable annually subject to good performance and achieved expectations and deliverables. For details on the activities and expected outcomes please refer to the attached RFQ document