ICT Infrastructure Associate (Open to Tier 1, 2 and 3 - External)

Please note the appropriate Tier indicated in the vacancy title and ensure that you are holding the applicable contract as defined below.

Tier 1: UNDP/ UNCDF/ UNV staff holding permanent (PA) and fixed term (FTA) appointments (defined as "internal" candidates).

Tier 2: UNDP/ UNCDF/ UNV staff holding temporary appointments (TA), Expert and Specialist UNVs with UNDP as their host entity and personnel on regular PSA contracts.

Tier 3: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates. Background Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a 'leave no one behind' approach to our diversity efforts means increasing representation of underserved populations. People who identify as belonging to marginalized or excluded populations are strongly encouraged to apply. Learn more about working at UNDP including our values and inspiring stories. UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.

UNV's Management Services hold the responsibility for the strategic planning, managerial leadership, oversight, and quality control of an integrated platform of operational services ensuring timely, effective and efficient delivery according to corporate performance standards and in compliance with the UN Regulations and Rules and UNDP´s accountability framework.

The Information and Communication Technology Section (ICTS) is responsible for the running operations of all ICT on-premises and cloud datacenters, cloud platforms and services, business applications, corporate websites, helpdesk, videoconferences, security services, hardware, software, network, and telecommunications services. This includes application system analysis, design, development and maintenance, local and global telecommunication networks, commercial hardware and software installation and operation (at both desktop and network levels), internet, and email. ICTS is also providing network and support services to other UN Agencies in UN Bonn Campus. ICTS is working in close collaboration with UNDP ITM department. Under the supervision the Infrastructure Team Leader, the incumbent contributes to planning and designing the ICT infrastructure components for Video Conference facilities and the underlying corporate UNV requirements; she/he provides technical expertise in the design, implementation, security, and oversight of initiatives driven by business needs., 1. Data Center

• Support the maintenance of ICT network, Polycom, and server infrastructure and ICT services;
• Report weekly on service desk statistics, both qualitative and quantitative (as per agreed SLAs), and suggest improvements in case of non-compliance;
• Assist in the administration of Identity and Access Management, and actively maintains DNS and Active Directory;
• Manage VMWare infrastructure and availability of virtual servers and their templates;
• Manage SAN/NAS storage infrastructure, Fiber Channel switches and Backup infrastructure;
• Manage O365 accounts hosted by UNDP email services using proper tools (UNALL and APAMA);
• Ensure data/media recoverability by implementing a consistent schedule of system backups and database archive operations;
• Prepare and updates system administration documentation and user manuals;
• Analyze performance problems and implements solutions to enhance functionality, reliability, and usability;
• Support IT security systems, such as IPS, Web-Filtering, Anti-Virus, and Anti-SPAM;
• Analyze critical infrastructure devices and systems for weaknesses, threats, vulnerabilities, and controls.

2. Network Infrastructure Administration

• Maintain firewalls, routers, switches, cabling system and patch panels for the common UNBONN network;
• Administer the network architecture including, DMZ, ISP access, WAN, proxies and VLANs for the common UNBONN network;
• Manage Virtual Private Network technology infrastructure and lend support to VPN users under Cost-Recovery arrangements;
• Update network diagrams and network operations manuals for the common UNBONN network;
• Monitor IT infrastructure and services using Network Monitoring system to pro-actively troubleshoots system anomalies for the common UNBONN network;
• Monitor and maintains the wireless network infrastructure, and common conference room facilities;
• Support the implementation of ICT disaster recovery and business continuity mechanisms.

3. Desktop Administration and User support

• Install and configures computer hardware, operating systems, and application software.
• Monitor personal computers running the UNV software delivery system to ensure that software distributions are being delivered correctly;
• Perform third-level desktop troubleshooting in conjunction with the Help Desk;
• Manage user accounts and email accounts using UNV and UNDP tools;
• Response to user requests within existing UNV IT standards and procedures;
• Manage Printers and Print servers and Print Secure Access Cards.

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously

• Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility

• Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination

• Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

• Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion Appreciate/respect differences, aware of unconscious bias, confront discrimination Cross-Functional & Technical competencies Customer Satisfaction/Client Management

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs

• Look for ways to add value beyond clients' immediate requests

• Ability to anticipate client's upcoming needs and concerns

Knowledge Generation

• Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need

• Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches

• Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations

IT Customer Support

• Ability to support customers on IT related issues and generate and contribute to continuous improvement processes to deliver a great user experience. Knowledge of ISO 9001 desirable. ITIL certification or similar is desirable

IT Service Delivery & Operations

• Ability to deliver the IT products and services to customers at the right level of Quality and Costs, taking into account user experience. ISO 20000 knowledge. ITIL certification or similar desirable

Systems Thinking

• Ability to use objective problem analysis and judgement to understand how interrelated elements coexist within an overall process or system, and to consider how altering one element can impact on other parts of the system, * Secondary Education, preferably with specialized certifications in hardware and software management is required

• University degree (Bachelor´s degree) will be given due consideration, but it is not a requirement

Experience:

• A minimum of 6 years (with secondary education) or 3 years (with bachelor's degree) of technical experience in IT infrastructure, system/network administration and user support

• Knowledge and experience of multi-platforms, Windows, IAM, Polycom, O365, WLAN, and Cisco networks

• Experience in writing technical documents and providing IT support to end-users

• Knowledge and experience of SAN/NAS, VMWare, Linux, and Checkpoint Firewalls, are an advantage

• IT certifications are desirable (Cisco, ITIL, VMware, Checkpoint, Windows, etc.)

Language requirements:

• Fluency in written and spoken English

• Fluency in an additional UN language is desirable

• Working knowledge of German would be an advantage.

Please note that continuance of appointment beyond the initial 12 months is contingent upon the successful completion of a probationary period.

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements. Non-discrimination UNDP has a zero-tolerance policy towards sexual exploitation and misconduct, sexual harassment, and abuse of authority. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. UNDP is an equal opportunity and inclusive employer that does not discriminate based on race, sex, gender identity, religion, nationality, ethnic origin, sexual orientation, disability, pregnancy, age, language, social origin or other status. Scam warning The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.   You must create an Indeed account before continuing to the company website to apply