ICT Senior Assistant

* THIS IS A LOCAL POSITION FOR WHICH ONLY APPLICANTS WHO ARE ITALIAN OR EUROPEAN UNION CITIZENS OR APPLICANTS WHO POSSESS A VALID RESIDENCE AND WORK PERMIT IN ITALY ARE ELIGIBLE FOR CONSIDERATION*


* FEMALE CANDIDATES ARE STRONGLY ENCOURAGED TO APPLY


UNOPS supports partners to build a better future by providing services that increase the efficiency, effectiveness and sustainability of peace building, 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.

The New York Portfolios Office (NYPO) 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.

The  Sustainable Development Cluster (SDC)  supports diverse partners with their 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 that are 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.

Background Information - Job-specific

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)  and to UNOPS  Senior Programme Manager.

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

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 24x7 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

• Cooperate 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.

*FEMALE CANDIDATES ARE STRONGLY ENCOURAGED TO APPLY*

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

Education:

• Secondary school diploma (or high school equivalent) and five (5) years of relevant experience are required OR
• A first-level university degree (undergraduate, Bachelors, or equivalent) preferably in Information Technology or in a field related to the post description with one (1) year of relevant experience, will be considered an asset.
• Windows Server administration is desirable. 
• ITIL certification is desirable. 
• Leadership training is desirable 

Required Experience:

• Relevant experience is defined as experience in the field of information technology or related area 

Desirable: (The following experience is optional. Candidates who do not have it are welcome to apply)

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

Language Requirements:

• Fluency in English (read, write, speak) is required. 

• Contract type: Staff
• Contract level: G5
• Contract duration: Fixed-term staff contracts - 'One year initially, renewable subject to satisfactory performance and funding availability'

• Please note that UNOPS does not accept unsolicited resumes.

• Applications received after the closing date will not be considered.

• Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.

• UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures,  languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. 

• Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.

• UNOPS seeks to reasonably accommodate candidates with special needs, upon request.

• We would like to ensure all candidates perform at their best during the assessment process.  If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

• Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types. 

• This position is stationed in Brindisi, Italy which is a family duty station.

Terms and Conditions 

• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post. 

• For retainer contracts, you must complete a few mandatory courses ( they take around 4 hours to complete)  in your own time, before providing services to UNOPS. Refreshers or new mandatory courses may be required during your contract. Please note that you will not receive any compensation for taking courses and refreshers. For more information on a retainer contract here.

• All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.

• It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.