ICT Associate – Service Desk At UNOPS

Functional Responsibilities

Under the overall supervision of the UNOPS Senior Programme Manager, the incumbent works under the direct guidance of the Chief, The Digital Solutions Support Unit (DSSU) and will be responsible for the following duties:

Summary of Key Functions:

Desktop Administration and Configuration
Server Operations and Administration
Service Installation and Support
Procurement and Logistics
Service Coordination
Physical Requirements

1**. Desktop Administration and Configuration**

Supervises a team of staff for specific projects.
Advises International Staff, National Staff and consultants on all aspects of desktop operations;
Monitors all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly.
Performs software distribution updates, scripting, testing and support.
Advises on 2nd level VMware, Cisco and desktop troubleshooting.
Provides technical advice to seniors and colleagues.
Provides guidance and training to new/junior staff.
Prepares, maintains, and updates files (electronic and paper) and internal databases.
Drafts documentation and reports.

2. Server Operations and Administration

Supervises a team of staff for specific projects.
Installs, configures, tests and deploys server hardware and software, including Local Area Network (CISCO Devices), Operating Systems, Electronic mail, Unix, Linux, Internet Web software, Server (DNS), DHCP, mail relay, and various security software.
Performs administration, operation, technical support, and monitoring of server systems.
Undertakes troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures.
Liaises with other groups of FTS and the user Departments for maintaining the efficient and reliable operations of server 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 following standard backup procedures.
Collects various statistics on the performance and reliability of server systems, and produces pertinent reports.
Prepares, maintains, and updates files (electronic and paper) and internal databases.
Drafts documentation and reports.

3. 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.
Drafts end-user and/or technical documentation.
Acts as problem escalation point for technical staff at lower levels.
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.
Supervises a team of technical staff for special projects.

4. Procurement and Logistics

Obeys and enforces all security procedures.
Performs more complex hardware and software configuration tasks such as creating standard images.
Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;
Prepares and releases equipment for service requests.
Monitors inventory levels and initiates procurement when low thresholds are reached.
Keeps abreast of developments in technology in the UN and in the industry in general.

5. Service Coordination

Supervises a team of service coordination staff.
Creates and assigns work orders in accordance with established procedure.
Distributes work assignments and monitor progress.
Liaises with other areas of FTS to facilitate completion of service requests.
Provides advice to clients regarding FTS standards and workflow processes.
Keeps abreast of latest FTS 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.

7. Perform other tasks and responsibilities relevant to the scope of this position

Impact of Results

The expected impact will be effective delivery of a wide range of difficult administrative and office support functions under general supervision and limited independent judgement. Regularly assists in drafting routine correspondence and other communications. Accurately and in a timely manner, produces a range of documents, reports and other outputs. Appropriately applies relevant policies, guidelines, procedures and processes. Establishes effective working relationships with internal and external contacts at all levels.

Education/Experience/Language requirements

*FEMALE CANDIDATES ARE STRONGLY ENCOURAGED TO APPLY

*CANDIDATES WITH NO UNITED NATIONS OR UNOPS EXPERIENCE ARE STRONGLY ENCOURAGED TO APPLY

Education:

High school diploma or equivalent.
A university degree (Bachelor’s degree) preferably in Information technology, Telecommunications or other relevant certifications may substitute for some of the required years of experience.
Specific experience or training in VM ware services and ITIL certification are highly desirable

Experience:

Required experience:

Minimum six (6) years of experience in information technology or related areas.
Minimum four (4) years of experience in VM Ware support for Thinapps and VDI environment
Minimum two (2) years of experience in information systems analysis and programming (such as scripting), systems administration and maintenance, IP Telephony, technical writing or related areas.
Experience in technology support in complex organization environment.

Desirable: