Information Technology Technician

Contract

This is a UNV International Specialist contract. This kind of contract is known as International UN Volunteer. It is normally internationally recruited only. More about UNV International Specialist contracts.

• References to Kosovo shall be understood to be in the context of the Security Council Resolution 1244 (1999).

Within the delegated authority and under the supervision of the Chief Service Management Unit (CSMU) and to the Chief Field Technology Section (CFTS) or his/her designated mandated representative(s), the UN Volunteer Information Technology Technician will:

• Perform 1st and 2nd level support of computing and mobile devices (desktop, laptops, smart phones, VDIs etc), stand-alone and networked Multi-Function Printers, Uninterruptible Power Supply etc. • Provide in-person/remote support to standard operating system and enterprise cloud-based applications such as Microsoft Windows 10,Office 365,SharePoint,Teams, Power Business Intelligence, Power Platform/Apps, Umoja, iNeed CRM, etc. • Assist in the IT Workshop activities such as performing basic hardware repair, cloning of computing devices and creation/updating of standard image templates • Provide tier-1 level support on video conferencing, townhalls and online meetings • Assist in equipment issuance, replacement, maintenance, repair, surveys, etc. • Logs Service Requests and create/assign Work Orders using iNeed Customer Relationship Management (CRM) automated tracking system and keep track of requests to ensure resolution within established KPIs • Escalate problem/tasks in accordance with established SOPs and follow-ups to resolve within KPIs. • Document resolution in CRM on what steps were taken to resolve the problem or to complete the task, status, etc. • Assist in cybersecurity tasks such as patch management, antivirus updates, risk treatment and response, policy compliance, ISO 27001 compliance, etc. • Provide expertise on the use and development of information management tools and platforms and identify new data analysis process improvement opportunities • Participate in information management networks and processes to facilitate the exchange of information and the promotion of data and information standards, common platforms, and the exchange of information. • Engage with UNMIK staffs and counterparts to identify appropriate data sources for analytics projects and ensure that information activities are coordinated and consistent with relevant standard and practices • Collaborate with programme management officers to improve data flows, data quality, etc. • Assist in developing and implementing databases, data collection systems, analytics and other strategies that optimize statistical efficiency and quality • Develop and implement various analysis, reporting and quality control capabilities. • Produce and update information products such as reports, charts and infographics by turning data into graphical products to convey messages and a storyline. • Draft end-user and/or technical documentation. • Provide training to end–users and/or junior technical staffs. • Travel to field offices/ locations to provide FTS support as required. • Keep abreast of developments in the technology both in the UN and in the industry in general. • Any other related task assigned by Chief Service Management or by the Chief of FTS.

• Communication • Planning and Organizing • Professionalism • Respect for Diversity • Technological Awareness • Working in Teams

information technology, information management, information systems, applied analytics, business intelligence, data management, service delivery, data visualization, or other related area at the national or international level in the public/private sector is required. • Accuracy and professionalism in document production and editing is required. • Experience in using data to inform decisions, strategies and execution is required. • Experience with self-service analytics and data visualization applications (MS PowerBI, Qlik, Tableau or similar), or business intelligence tools (SAP Business Objects, etc.) is required. • Excellent oral and written skills; excellent drafting, formulation, reporting skills is required. • Excellent interpersonal skills; culturally and socially sensitive; ability to work inclusively and collaboratively with a range of partners, including grassroots community members, religious and youth organizations, and authorities at different levels. • Familiarity with tools and approaches of communications for development. • Ability to work and adapt professionally and effectively in a challenging environment. Ability to work effectively in a multicultural team of international and national personnel. • Solid overall computer literacy, including proficiency in various Office 365 applications (Outlook, Excel, Word, PowerPoint, SharePoint, Microsoft Teams, etc.) and email/Internet. • Familiarity with database management; and office technology equipment. • Self-motivated, ability to work with minimum supervision; ability to work with tight deadlines. • Sound Cybersecurity knowledge and awareness. • Have affinity with or interest in UN Peacekeeping activities, volunteerism as a mechanism for durable development, and the UN System. • Experience in providing tier-1 and tier-2 technical support across a broad range of hardware and software platforms in a multi-cultural enterprise environment is required • Experience and extensive knowledge in supporting and troubleshooting techniques of the Microsoft Windows and Office 365 platform (Office applications, Outlook, SharePoint, Teams), SAP (Umoja), in an enterprise setting is required • Experience in managing Service Requests (SRs) and Work Orders (WOs) using iNeed Customer Relationship Management (CRM) is required • Experience configuration and troubleshooting of email clients for Android and iOS-based smartphones is desirable • Experience in using data to inform decisions, strategies and execution is required. • Experience with self-service analytics and data visualization applications (MS PowerBI, Qlik, Tableau or similar), or business intelligence tools (SAP Business Objects, etc.) is required. • Experience with database or programming languages (SQL, Python, R) is desirable. • Experience in working in a certified ISO 27001 organization is desirable • Excellent oral and written skills; excellent drafting, formulation, reporting skills are required.

Kosovo is located in the Balkans mountain range of south-eastern Europe. The climate is continental, with warm summers and cold, snowy winters. Houses/Apartments are easily available and generally have electricity and running water. Costs are reasonable but vary according to location - i.e. city centre vs. outlying villages. Upon arrival, you will reside in a hotel until you get permanent housing. The UNV Field Unit can assist in identify suitable housing. There are no specific health problems associated with Kosovo, and no vaccines are required prior to arrival. Air pollution indexes are high during the winter period and may pose a threat to particularly sensitive groups. UNMIK offices are equipped with air filters. UNMIK provides contracted medical service to its staff should anyone fall ill. Foods and dietary needs of all kinds are available in the many supermarkets. There are marketplaces that cater fruits and vegetables, and bakeries offer some exquisite pastries and breads. Fresh fish and meat are also available. Several English-speaking schools are available in Kosovo.