ICT Senior Assistant

FEMALE CANDIDATES ARE STRONGLY ENCOURAGED TO APPLY!

BACKGROUND

UNOPS supports partners to build a better future by providing services that increase the efficiency, effectiveness, and sustainability of peacebuilding, humanitarian, and development projects. Mandated as a central resource of the United Nations, UNOPS provides sustainable project management, procurement, and infrastructure services to a wide range of governments, donors, and United Nations organizations.

New York Service Cluster (NYSC) supports the United Nations Secretariat, as well as other New York-based United Nations organizations, bilateral and multilateral partners in the delivery of UNOPS mandate in project management, infrastructure management, and procurement management.

Sustainable Development Cluster (SDC) supports diverse partners with peacebuilding, humanitarian, and development operations. It was formed by combining the following portfolios: Grants Management Services (GMS), UN Technology Support Services (UNTSS), Development and Special Initiatives Portfolio (DSIP). It provides Services to partners’ programmes that are designed, structured, and managed with a global perspective and primarily serving partners headquartered in New York. The SDC has a footprint of approximately 125 countries.

Background Information- UNGSC

The United Nations Global Service Center (UNGSC) is a global provider for IT services in United Nations Secretariat and provides IT service for Peacekeeping missions, UN HQ, UN Agencies, funds and programs.

The Department of Operational Support (DOS) is responsible for the delivery and maintenance of the Field Technology Sections’ (FTS) infrastructure, systems and software applications in support of the operational requirements of Peacekeeping Missions, Special Political Missions, as well as Department of Peace Operations (DPO) and DOS at Headquarters.

UNOPS has signed an agreement with UNGSC and the Digital Solutions Support Unit’s mandate is to provide Information Technology Desktop support to the United Nations ICT Facility (UNICTF) Valencia and UNGSC in Brindisi, within the UN Global Service Centre (UNGSC) through a high level specialised, professional and operational workforce.

The ICT Senior Assistant will carry out his/her tasks within the United Nations Global Service Center (UNGSC) Office in Brindisi Italy and will report to the Supervisor of Digital Solutions Support Unit (DSSU) er and to UNOPS Seniorn Programme Manager.

The incumbent of this position will be a staff member of UNOPS under its full responsibility.

FUNTIONAL RESPONSIBILITES

Under the overall supervision of the Supervisor of Digital solutions Support Unit, the ICT Senior Assistant is responsible for the following duties:

Summary of Key Functions:

1. Desktop Administration and Configuration

2. Server Operations and Administration:

3. Service Installation and Support

4. Procurement and Logistics

5. Service Coordination

6. Physical Requirements

1.Desktop Administration and Configuration

• Ensure that the UN software distributions are being delivered correctly.

• Support on VM ware and Desktop VDI Services.

• Keep software distribution, scripting, testing and support services updated.

• Support in excecuting beta testing, production and post-production rollout.

• Support the Help Desk in 1st & 2nd level desktop troubleshooting.

2.Server Operations and Administration:

• Provide the routine installation, configuration, testing and deployment of server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Citrix, Database systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, mail relay, and various security software.

• Perform monitoring of server systems.

• Provide 1st level support in the troubleshooting of server systems as directed and, If the problem persists, escalates to higher level in accordance with procedures.

• Monitor 24×7 operations of the assigned systems.

• Respond to requests from user offices and support the deployment/configuration of systems so as to conform to infrastructure standards.

• Collect various statistics on the performance and reliability of server systems for pertinent reports.

3.Service Installation and Support:

• Collect and logs problem calls or service requests in the automated tracking system with minimum delay.

• Attempt to resolve as many problems calls or service requests on initial contact according to guidelines.

• Schedule service requests and performs equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.

• Provide support in diagnosis and resolving hardware, software, or connectivity problems with minimum delay.

• Provide step-by-step guidance to end-users on the use of standard systems.•Escalate problems to the ICT Senior Assistant in accordance with established procedure;

• Keep abreast of developments in technology both in the UN and in the industry in general.

4.Procurement and Logistics

• Receive, unpack, and inspect all incoming assets and enters assets and asset transactions into the automated inventory management system in accordance with established procedure.•Obey and enforce all security procedures.•Manage purchases under $1000.

• Manage the storage equipment in accordance with work orders and/or equipment condition.

• Monitor inventory levels and alert supervisor when low thresholds are reached.

• Keep abreast of developments in technology in the UN and in the industry in general.

5.Service Coordination

• Coopearte with other areas of ITSD to facilitate completion of service requests.

• Support in the quality assurance procedures to ensure client satisfaction.

• Keep abreast of latest ITSD standards and technology.

6.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.

• Perform other duties as may be reasonably required and in line with the incumbent’s scope of services above. Impact of Results

The result of work of the ICT Senior Assistant is to ensure effective information technology support to IT staff and users in installation, operation, maintenance, and service delivery of hardware and software at UNHQ as well as OAHs, Peacekeeping Missions, and Permanent Missions.

REQUIREMENTS

Education:

• High school diploma or equivalent.
• A University degree or technical/professional diploma in the field of Information Technology may replace some of the required number of years of experience.

Certifications:

• ITIL certification is required

• Windows Server administration (Microsoft Certified Solutions Associate) is required

Experience:

required

• Minimum five years of experience in information technology or related area is required

desirable

• Leadership training is desirable
• Experience in VM Ware support and VDI environment is highly desirable
• Experience in information systems analysis and programming (such as scripting), systems administration and maintenance, IP Telephony is desirable
• Experience in UNIFLOW Security Printing System is valuable

Language Requirements
Fluency in English (write, read, speak) is required.
Knowledge of another UN language is an asset.