Information Technology Assistant
vor 7 Monaten
This position is located in the Core Operations Unit (COU), Information Technology Service (ITS), Division for Management (DM), United Nations Office at Vienna /United Nations Office on Drugs and Crime (UNOV/UNODC), in Vienna, Austria. The Information Technology Assistant will work under the direct supervision of Senior Information Technology Assistant (Team Lead) and overall supervision of the Information Systems Officer (Service Delivery and Conference ICT Coordination).
**Responsibilities**:
Within delegated authority, the Information Technology Assistant will perform effective information technology support with regards to the provision of Servers Infrastructure, virtualization, directory, file systems, operating systems, cloud hosting, backup, hardware, remote services to UNOV, UNODC and other Vienna-based organizations obtaining services from UNOV. The Information Technology Assistant will be responsible for the following duties:
Desktop Administration and Configuration
- Monitor all personal computers running the UN software delivery system to ensure that software distributions are being delivered correctly.
- Perform software distribution updates, scripting, testing and support.
- Perform research into new versions of centrally supported software and perform beta testing, production rollout and postproduction support.
- Perform 2nd level desktop troubleshooting in conjunction with the Help Desk.
- Provide technical advice to clients when necessary.
- Provide guidance and training to new/junior staff.
- Prepare, maintains, and update files (electronic and paper) and internal databases.
- Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making.
- Draft documentation and reports.
Server Operations and Administration
- Install, configure, test and deploy server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Lotus Notes, Citrix, Database systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, mail relay, and various security software.
- Perform administration, operation, technical support, and monitoring of server systems.
- Undertake troubleshooting of server systems. If the problem persists, escalate to higher level in accordance with procedures.
- Liaise with other groups of ITSD and the user Departments for maintaining the efficient and reliable operations of server systems.
- Perform 24x7 operations of assigned systems.
- Assist in identifying the need for new systems or re-engineering of the existing systems.
- Respond to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards.
- Implement backups of servers following standard backup procedures.
- Collect various statistics on the performance and reliability of server systems and produces pertinent reports.
- Maintain the documentation of server systems, pertinent to operations and system administration.
- Prepare, maintain, and update files (electronic and paper) and internal databases.
- Draft documentation and reports.
- Maintain clouding systems (Azure & AWS) for UNOV/UNODC, SharePoint Online, Teams, OneDrive, virtual hosting in the cloud, subscriptions administration and implementation.
Service Installation and Support
- Receive 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.
- Perform tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc.
- Diagnose and resolve any hardware, software, or connectivity problem with minimum delay.
- Draft end-user and/or technical documentation.
- Log all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, status, etc.
- Act as problem escalation point for technical staff at lower levels.
- Escalate problems/tasks to the appropriate parties in accordance with established procedure.
- Detect problem patterns and recommends solutions.
- Keep abreast of developments in technology both in the UN and in the industry in general.
Procurement and Logistics
- Receive, unpack, and inspect all incoming assets.
- Enter assets and asset transactions into the automated inventory management system in accordance with established procedure.
- Obey and enforce all security procedures.
- Troubleshoot, clean, and repair/rebuild equipment.
- Perform more complex hardware and software configuration tasks such as creating standard images.
- Sort, compile, and store equipment in accordance with work orders and/or equipment condition.
- Prepare and release equipment for service requests.
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