Information Technology Assistant

Org. Setting and Reporting

This position is located in the Operations Section (OS), Regional Service Management Service (RSMS), Operations Support Division (OSD), Office of Information and Communications Technology (OICT). The incumbents report to the Chief of Section, Chief of Unit or a more senior Information Technology Assistant. The Office of Information and Communications Technology (OICT) is leading the digital transformation of the Organization to enable a better, safer, more sustainable future through secure, reliable, and innovative technology solutions. OICT is committed to achieving 50/50 gender balance and geographical diversity in its staff, and female candidates are strongly encouraged to apply for this position. OICT supports the principles of work-life balance and flexible work arrangements.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties. System and Network Operations and Administration

• Installs, configures, tests and deploys server hardware and software, including Telecommunications, Local Area Network, Wireless, Satellite Communications, Operating Systems, Unix, Linux, Citrix, Database systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, and various security hardware and software.
• Performs administration, operation, technical support, and monitoring of systems and networks.
• Undertakes troubleshooting of systems and networks. If the problem persists, escalates to higher level in accordance with procedures.
• Liaises with other groups within OICT and the user Departments for maintaining the efficient and reliable operations of systems.
• Performs 24×7 operations of assigned systems.
• Assists in identifying the need for new systems or re-engineering of the existing systems.
• Responds to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards
• Implements backups of servers wireless and network equipment following standard backup procedures.
• Collects various statistics on the performance and reliability of systems and produces pertinent reports.
• Maintains the documentation of server systems, pertinent to operations and system administration.
• Provides guidance and training to new/junior staff.
• Prepares, maintains, and updates files (electronic and paper) and internal databases.
• Drafts documentation and reports.
• Performs other related duties as required. Service Installation and Support
• Attempts to resolve as many problem calls or service requests on initial contact.
• Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN, MAN, WAN, Wireless, Internet and telecommunications connection and transmissions, returns to stock, site surveys, etc.
• Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay.
• Drafts end-user and/or technical documentation.
• Escalates problems/tasks to the appropriate parties in accordance with established procedure.
• Detects problem patterns and recommends solutions.
• Keeps abreast of developments in technology both in the UN and in the industry in general.
• Provides training to junior technical staff.
• Performs other related duties as required.

Procurement and Logistics

• Receive, unpacks, and inspects all incoming assets.
• Enters assets and asset transactions into the automated inventory management system in accordance with established procedure.
• Obeys and enforces all security procedures.
• Troubleshoots, cleans, and repairs/rebuilds equipment.
• Performs complex hardware and software configuration tasks.
• Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;
• Liaises with other areas of OICT, focal points, and staff of the Permanent Missions.
• Keeps abreast of developments in technology in the UN and in the industry in general.
• Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work or when low thresholds are reached.
• Performs other duties as required. Service Coordination
• Receives and logs service requests in the automated request management system.
• Liaises with other areas of OICT to facilitate completion of service requests.
• Provides advice to clients regarding OICT standards and workflow processes.
• Performs quality assurance procedures to ensure client satisfaction.
• Addresses escalated problems and monitor to resolution.
• Detects problem patterns and recommend solutions.
• Keeps abreast of latest OICT standards and technology.
• Performs other duties as required.

Physical Requirements

• May be required to lift, move, mount, or store equipment weighing up to 50 lbs of equipment as needed.
• Occasionally, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends.
• May be required to visit user’s premises to resolve problems on their servers or desktop PCs.
• May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.

Education

• High school diploma or equivalent is required.

Work Experience

• A minimum of seven years of progressively responsible experience in implementation, operation and maintenance of telecommunications, networking, wireless, satellite communications, voice, audio and videoconferencing, operating systems, databases, secure communications, with relevance to systems and operations is required.
• Experience in functional and technical aspects inter-alia of networking, information systems standards and best practices, mobile solutions, disaster recovery / business continuity environments, service management, quality assurance, logistics and inventory management is required.
• Experience in working in multi-cultural environment is desirable.
• Network or security or wireless related certifications are desirable.

Languages

• English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English is required. Knowledge of another official United Nations language is an advantage.

Source: https://careers.un.org/jobSearchDescription/246800?language=en