Senior ICT Assistant / ICT Associate (System Administrator- PSA3/4) At United Nations University

About UN University (UNU)

The United Nations University (UNU) is an international community of scholars engaged in policy-oriented research, capacity development and dissemination of knowledge in furthering the purposes and principles of the Charter of the United Nations. The mission of UNU is to contribute, through research and capacity building, to efforts to resolve the pressing global problems that are the concern of the United Nations and its Member States.

For the past four decades, UNU has been a go-to think tank for impartial research on human survival, conflict prevention, sustainable development, and welfare. With more than 400 researchers in 12 countries, UNU’s work spans the 17 Sustainable Development Goals’ full breadth, generating policy-relevant knowledge to effect positive global change. UNU maintains more than 200 collaborations with UN agencies and leading universities and research institutions across the globe. For more information, please visit http://unu.edu

The United Nations University Vice-Rectorate in Europe (UNU-ViE):

UNU-ViE, established in 2007, is one of two Vice-Rectorates and the only one located outside Japan. UNU-ViE seeks to strengthen the presence of UNU in Europe and supports the worldwide institutional development of UNU by facilitating collaboration across UNU and the UN, and sharing knowledge and expertise through the development of joint activities and projects. In addition to its core mandate, it administers the central units providing service to both UNU-ViE and UNU-EHS. For more information, please visit: http://vie.unu.edu

Responsibilities

Under the overall authority of the Vice-Rector/Director EHS and the direct supervision of the Head of ICT Services (ViE), the appointee will be responsible for the following tasks:

1. Desktop Administration: Perform duties of desktop administration

• Perform hardware and software configuration tasks such as creating standard images and deploying Operating Systems and applications to computers and laptops.
• Prepare and maintain the corporate software repository and self-service portal to ensure software is up-to-date, available to end users and being delivered correctly.
• Regularly deploy security- and product updates to mitigate emerging cyber-threats.
• Maintain ICT equipment such as computers and laptops including support information.

2. Service Support: Provide service support to personnel

• Provide responsive first- and second-level support to staf by providing accurate, timely and efficient solutions. Log, track and resolve service requests using the ticketing system.
• Support and administration of Office 365 resources e.g. Exchange Online, SharePoint, Teams, OneDrive etc.
• Perform scripting administration tasks and reporting using PowerShell.
• Manage Office 365 licenses and subscriptions.
• Register ICT assets and asset assignments to staff in the service desk database.
• Keep abreast of developments in technology and make recommendations for improvements and acquisitions of hardware, software, devices, tools, etc. to facilitate work.
• Provide basic training to end-users on the use of standard systems and applications and draft end-user and/or technical documentation as required.

3. Infrastructure Administration: Maintain the infrastructure administration

• Install, configure, test, and deploy server hardware and software.
• Perform day-to-day administration and technical support of server systems.
• Maintain and configure security network hardware (e.g. Switches Firewalls, Remote Access technologies)
• Create and maintain systems and infrastructure documentation.
• Troubleshoot and resolve technical problems, recommend and develop solutions and escalate if necessary.

4. Administration of storage, virtualization and backup

• Administer the VMware vSphere environment and virtual machines, High Availability, and Fault Tolerance.
• Implement backups of servers following standard backup procedures.
• Troubleshoot issues related to backup, virtualization and storage technologies.

5. Perform other duties as required or assigned by supervisor

• The TOR above is primarily for ICT Associate (System Administrator). In case the position was offered as Senior ICT Assistant, the TOR will be slightly revised.

Key performance indicators

• Timely and quality development and implementation of systems and solutions.
• Quality service response and resolution of first- and second-level support tasks within established Service Level targets.
• Ensure secure, stable and reliable ICT systems by maintaining uptime targets.

Competencies

Values:

• Inclusion — Take action to create an environment of dignity and respect for all, regardless of age, culture, disability, ethnicity, gender, gender identity, gender expression, geography, grade, language, nationality, racial identity, religion, sex, sex characteristics, sexual orientation, social origin or any other aspect of identity
• Integrity — Act ethically, demonstrating the standards of conduct of the United Nations and taking prompt action in case of witnessing unprofessional or unethical behaviour, or any other breach of UN standards
• Humility — Demonstrate self-awareness and willingness to learn from others
• Humanity — Act according to the purposes of the United Nations: peace, dignity and equality on a healthy planet

Behaviours:

• Connect and collaborate — Build positive relationships with others to advance the work of the United Nations and work coherently as One UN
• Analyse and plan — Seek out and use data from a wide range of sources to understand problems, inform decision-making, propose evidence-based solutions and plan action
• Deliver results with positive impact — Hold oneself and others accountable for delivering results and making a positive difference to the people and causes that the United Nations serves
• Learn and develop — Pursue own learning and development and contribute to the learning and development of others
• Adapt and innovate — Demonstrate flexibility, agility and the ability to think and act in novel ways

Qualifications

Education and certification:

Diploma of secondary education. Secondary Education with specialized valid certification in at least two of the following areas are required:

• Windows Server Management (Windows 2008/2012/2016/2019)
• Microsoft O365-related technologies (SharePoint, Teams, Exchange Online)
• Network and Remote Access (Sophos, Cisco, Arista)
• Vmware vSphere virtualization
• ITIL version 3 or ITIL version 4 certification

Experience:

• For Senior ICT Assistant (PSA3 level), minimum four years of experience, while for ICT Associate (PSA4 level), at least five years of progressively responsible experience in the ICT field, some of which preferably in an international setting.
• Experience working with End Users to ensure first- and second-level requests are addressed;
• Knowledge and experience in the configuration and administration of

1. Office 365 services
2. ManageEngine products such as ServiceDesk Plus, Desktop Central.
3. Cisco/Arista networks.
4. Veeam backup and recovery systems.
5. VMware Vsphere.

• Familiarity with testing, patching, and upgrading client and server systems;
• Experience with monitoring, and reporting of server and network resource utilization and performance;
• Experience building, maintaining and auditing documentation related to configuration, operating procedures, services and network and systems topologies;
• Ability to learn and adapt to ICT systems that may be unfamiliar;
• Good communication, analytical and problem-solving skills;
• Flexibility and willingness to work outside normal business hours as needed;
• Proven interpersonal skills demonstrated by the ability to work well in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity.

Language Requirements:

• Fluency in oral and written English is required;
• German language skills will be considered a strong asset;

Remuneration

The successful candidate will be employed under a national PSA contract. UNU offers an attractive compensation package including an annual net salary, commensurate with the experience and qualifications of the candidate. Benefits include 30 days annual leave and a health insurance scheme.

UNU is not liable for any taxes that may be levied on the remuneration you receive under this contract. Payment of any such taxes remains the sole responsibility of PSA holders.

Duration of contract

This is a full-time employment on a twelve (12) months Personnel Service Agreement (PSA) contract with possibility for renewal subject to requirements and satisfactory work performance, with the combined duration of appointments not exceeding six (6) years. The mandatory age of retirement for PSA holders is 65 years.

This post is open to applicants from all countries and UNU will aid the successful applicant in securing a work visa for Germany, as necessary. It is, however, a locally recruited post and no relocation allowances apply. The duty station will be Bonn, Germany.

Starting date: As soon as possible