Senior Service Desk Technician

UNOPS, Valencia, Spain

Skill Required:, IT and ICT
Preferred Experience: 
5 years
Closing Date for Applications: 
2nd August, 2018


Job Description

The United Nations Department of Field Support, Information and Communications Technology Division (UN DFS-ICTD) is responsible for the delivery of applications that satisfy the requirements of the Departments of Peacekeeping Operations and Field Support (DPKO/DFS) missions as well as Special Political Missions (SPMs).

DFS has implemented a range of systems to address the principal requirements of peacekeeping operations and to support and enhance the processes DFS undertakes.

UNOPS has been requested to assist in the implementation of this activity.

This position is located in the UNICTFV Office, Valencia Spain, Field Technology Services, Digital Solutions Support Unit. Under the overall supervision of UNOPS Senior Programme Manager or designated officer and within delegated authority, the incumbent typically reports to an Information Technology Officer or his/her delegate.

Functional Responsibilities

Within delegated authority, the Senior Service Desk Technician will be responsible for the following duties:

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.
  • Performs other related duties as required.
  • 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.
  • Performs other related duties as required.

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.
  • Performs other related duties as required.
  • 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.
  • Performs other duties as required.

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.
  • Performs other duties as required.
  • 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.

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

Education:

  • High school diploma or equivalent.
  • Advanced education in Information technology such as A+ or University Studies (BSc in Info Tech, Telecommunications) or other relevant certifications is highly desirable.
  • Specific experience or training in VM ware services and ITIL certification are highly desirable

Experience:

Required

  • Minimum six (6) years of experience in information technology or related area.
  • 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 (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 Requirements:English and French are the working languages of the UN. For this job opening, fluency in English (both oral and written) is required; knowledge of another UN official language is desirable.

Source:https://jobs.unops.org/Pages/ViewVacancy/VADetails.aspx?id=16050#7


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