ICT Associate – Service Desk

Senior IT & Telecom

Overview

Provide high-level IT desktop support and administration.

You have:

• High school diploma or equivalent, or a university degree in Information technology or relevant certifications.
• Minimum six years of experience in information technology or related areas.
• Minimum four years of experience in VM Ware support for Thinapps and VDI environment.
• Minimum two years of experience in information systems analysis and programming, systems administration and maintenance, IP Telephony, technical writing or related areas.
• Fluency in English (speak, write, read) is required.
• Knowledge of another UN official language is desirable.
• Specific experience or training in VMware services and ITIL certification are highly desirable.

Contract

This is a G-6 contract. This kind of contract is known as General Service and related categories. It is normally only for nationals. It usually requires 6 years of experience, depending on education. More about G-6 contracts.

Background Information - Job-specific

**** THIS IS A LOCAL POSITION FOR WHICH ONLY APPLICANTS WHO ARE SPANISH OR EUROPEAN UNION CITIZENS OR APPLICANTS WHO POSSESS A VALID RESIDENCE AND WORK PERMIT IN SPAIN 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.

United Nations Global Service Center (UNGSC) under the Department of Operational Support (DOS) is responsible to provide critical Logistics, Geospatial, Information &Telecommunications Technologies services and Training to all Secretariat Entities, Peacekeeping and Special Political missions, Agencies, Funds and Programmes of the UN system worldwide.

UNGSC is comprised of three core Service areas:

• Supply Chain Service (SCS) • Service for Geospatial, Information and Telecommunications Technologies (SGITT) • Central Service (CS)

SGITT is the operational hub for the support and delivery of ICT services and solutions to field operations and it operates from two locations: UNSGC in Brindisi, Italy, and UNICTFV in Valencia, Spain. SGITT supports Peacekeeping operations, Special Political Missions, UN Agencies, Funds and Programmes with round-the-clock, high-availability and resilient information and communications technology, and geospatial information services.

UNGSC’s requirements are immediate, and a project approach is determined to be the most suitable mechanism to rapidly provide the required resources and to build the capacity envisaged. Within its current capacity, UNGSC do not have sufficient resources to address the resource intensive and specialized tasks for these activities.

Background Information - Job-specific

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 specialized, professional, and operational workforce. The unit’s service operations are collocated with, and in support of the global ICT services operations for the UN secretariat, agencies, funds, and programs.

The ICT Associate will carry out his/her tasks at UNGSC/SGITT/DSSU in Valencia, Spain.

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

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:

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** - 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:

• Experience in maintaining tracking systems.
• Experience in multinational working environment.

Language: - For this job opening, fluency in English (speak, write read) is required; - knowledge of another UN official language is desirable

Competencies

Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles. Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role). Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries. Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements. Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving. Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Contract type, level and duration

Contract type: Staff Contract level: G6 Contract duration: One year initially, renewable subject to satisfactory performance and funding availability

For more details about United Nations staff contracts, please follow this link: https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/UN-Staff-Contracts.aspx

Additional Information

• 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.
• 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.

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. 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.

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Potential interview questions

Added 2 years ago - Updated 1 year ago - Source: jobs.unops.org