Information Technology Assistant

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Description

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Org. Setting and Reporting

The Economic and Social Commission for Western Asia (ESCWA) forms part of the United Nations Secretariat and, like the other regional commissions, operates under the supervision of the United Nations Economic and Social Council. ESCWA comprises 21 Arab countries in Western Asia and North Africa. ESCWA provides a framework for the formulation and harmonisation of sectoral policies for member countries, a platform for congress and coordination, a home for expertise and knowledge, and an information observatory. ESCWA activities are coordinated with the divisions and main offices of the Headquarters of the United Nations, specialised agencies, and international and regional organizations, including the League of Arab States and its subsidiary bodies, and the Gulf Cooperation Council. This position is within ESCWA Technology Centre (ETC) located in Amman of the United Nations Economic and Social Commission for Western Asia (ESCWA – unescwa.org). The Information Technology Assistant reports directly to ETC Chief.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties: Desktop Administration and Configuration

• Assists in monitoring personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly.
• Assist in performing software distribution updates, scripting, testing and support.
• Performs research into new versions of centrally supported software and performs beta testing, production rollout and post production support.
• Performs 2nd level desktop troubleshooting in conjunction with the Help Desk.
• Maintains and updates files (electronic and paper) and internal databases.
• Performs other related duties as required. Server Operations and Administration
• Assists in routine installation, configuration, testing and deployment of server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Linux, Citrix, Database systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, mail relay, and various security software.
• Assists in routine administration, operation, technical support, and monitoring of server systems.
• Undertakes routine troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures.
• Performs routine 24×7 operations of assigned systems.
• Assists in responding to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards.
• Implements backups of servers following standard backup procedures.
• 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 connection, returns to stock, site surveys, etc.
• Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay.
• Provides basic training to end-users on the use of standard systems.
• Escalates problems to the appropriate parties in accordance with established procedure;
• Detects problem patterns and recommend solutions.
• Keeps abreast of developments in technology both in the UN and in the industry in general.
• Performs other related duties as required.

Procurement and Logistics

Troubleshoots, and repairs/rebuilds equipment.

• Performs hardware and software configuration in accordance with established procedure.
• 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.
• Performs other duties as required. Service Coordination
• Liaises with other areas of ITSD to facilitate completion of service requests.
• Provides advice to clients regarding ITSD standards and workflow processes.
• Performs quality assurance procedures to ensure client satisfaction.
• Escalates problems encountered to the supervisor.
• Keeps abreast of latest ITSD 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, or up to 80 pieces of equipment on a daily basis.
• May be required to work on shift assignments on weekdays to maintain the service coverage from 08:00 to 18:00. Occasionally, on average once a month, 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.

Other

• Assists with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
• Assists with visualizations and updating information material such as web pages or brochures.

Education

• High school diploma or equivalent is required.

Work Experience

• Five (5) years of experience in information technology or related area is required. The minimum years of relevant experience is reduced to three (3) for candidates who possess a first-level university degree or higher. One year or more of experience in software development or related area is desirable.

Languages

• English and French are the working languages of the United Nations Secretariat. In addition, Arabic is a working language at ESCWA. For this position, fluency in English and Arabic is required. Note: “Fluency” equals a rating of ‘fluent’ in all four areas (speak, read, write, and understand) and “Knowledge of” equals a rating of ‘confident’ in two of the four areas.

Source: https://careers.un.org/jobSearchDescription/241490?language=en

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