Org. Setting and Reporting

This post is located within the Infrastructure, Network and Security Team (INS), Information and Communications Technology Section (ICTS), Administrative Services Division (ASD) of the Economic and Social Commission for Western Asia (ESCWA). The Information Technology Assistant reports directly to the Information Technology Officer heading the INS Team and will be under the overall supervision of the Chief of ICTS.

Responsibilities

Within delegated authority, the Information Technology Assistant will be responsible for the following duties: 

Server Operations and Administration
1 – Occasionally supervises a team of staff for specific projects.
2 – Installs, configures, tests and deploys server hardware and software, Cisco network devices, switches, routers, firewalls, Identity Services Engine (ISE), IronPort, Operating Systems, Linux, Web Filtering software, WLANs, Domain Name Server (DNS), DHCP, VPN, VLANs, QoS, and various security software.
3 – Performs administration, operation, technical support, and monitoring of servers and network devices.
4 – Undertakes troubleshooting of servers and network devices. If the problem persists, escalates to higher level in accordance with procedures.
5 – Liaises with other groups within or outside of ICTS for maintaining the efficient and reliable operations of network devices.
6 – Performs 24×7 operations of assigned systems.
7 – Assists in identifying the need for new systems or re-engineering of the existing systems.
8 – Assists in deploying/configuring systems to conform to infrastructure standards.
9 – Collects various statistics on the performance and reliability of network devices, and produces pertinent reports.
10- Maintains the documentation of network devices, pertinent to operations and system administration.
11 – Provides guidance and training to new/junior staff.
12 – Prepares, maintains, and updates files (electronic and paper) and internal databases.
13 – Drafts documentation and reports.
14 – Performs other related duties as required.

Service Installation and Support
15 – Receives and logs problem calls or service requests in the service ticketing system.
16 – Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
17 – Diagnoses and resolves hardware, software, or connectivity problem with minimum delay.
18 – Drafts end-user and/or technical documentation.
19 – Logs all actions in the service ticketing system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, status, etc.
20 – Performs other related duties as required.

Procurement and Logistics
21 – Receive, unpacks, and inspects incoming assets.
22 – Troubleshoots, cleans, and repairs/rebuilds equipment.
23 – Performs more complex hardware and software configuration tasks
24 – Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work.
25 – Performs other related duties as required.

Service Coordination
26 – Liaises with other areas of ICTS to facilitate completion of service requests.
27 – Performs quality assurance procedures to ensure client satisfaction.
28 – Addresses escalated problems and monitor to resolution.
29 – Detects problem patterns and recommend solutions.
30 – Keeps abreast of latest ICT standards and technology.
31 – Performs other related duties as required.

Physical Requirements
32 – May be required to lift, move, mount or store equipment weighing up to 50 lbs.
33 – May be required to work on shift assignments on weekdays to maintain service coverage from 07:00 to 17:00. May be required to work ad-hoc assignments during evenings, nights or early mornings of working days as well as holidays and weekends.
34 – May be required to visit user’s offices to resolve problems on their computers.
35 – 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.

Competencies

Professionalism – Knowledge of information technology, including computer system networks. Good technical skills, ability to conduct network maintenance and troubleshooting, provide server services and user support. Experience in Identity Services Engine (ISE) and Cisco network devices. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work.

Teamwork – Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.

Planning and Organizing – Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.

Education

High school diploma or equivalent. BS degree in computer science, telecommunications or computer engineering desirable. Certifications in Cisco routing and switching, Cisco wireless, Cisco security, such as CCNA and CCNP, are desirable. Certifications in ITIL are desirable.

Work Experience

A minimum of 7 years of relevant experience in information technology or related area. Experience in installing, maintaining and upgrading Cisco network devices (ISE, switches, routers, firewalls) in a medium to large scale environment is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English and Arabic is required. Knowledge of another United Nations official language is an advantage.

Assessment

Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Applicants who have not passed the GGST at the time of application may be invited for the test when they are short-listed for a job opening. Having passed the Administrative Support Assessment Test (ASAT) in English at the United Nations Headquarters, Economic Commission for Africa, Economic and Social Commission for Western Asia, United Nations Office at Geneva, United Nations Office at Vienna, International Criminal Tribunal for Rwanda or International Criminal Tribunal for the former Yugoslavia may be accepted in lieu of the GGST per applicable eligibility guidelines. 

In addition to the above, the shortlisted candidates will undergo a substantive written assessment related to the functions of the post and a competency-based interview. Only short-listed candidates will be contacted.

United Nations Considerations

According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation or sexual abuse, or crimes other than minor traffic offences, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term “sexual exploitation” means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term “sexual abuse” means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions.

Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible. The United Nations places no restrictions on the eligibility of men and women to participate in any capacity and under conditions of equality in its principal and subsidiary organs. The United Nations Secretariat is a non-smoking environment.

Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage.

The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application.

Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.