INFORMATION SYSTEMS ASSISTANT

Organizational Context

The United Nations Office at Nairobi (UNON) serves as the UN headquarters in Africa, supporting UNEP, UN-Habitat, and the Resident Coordination System globally. Located within the Information and Communications Technology Service (ICTS) at UNON, this role supports the Infrastructure Management Section (IMS) and reports to the NOC Supervisor, coordinating with other ICT units.

Job Purpose

This role is responsible for the continuous monitoring and first-line operational support of the UNON/ICTS infrastructure, including enterprise networks, service-provider networks, and data centers. The Information Systems Assistant ensures service availability, performance, and reliability by monitoring systems, detecting anomalies, and initiating appropriate responses. The position involves incident logging, initial diagnostics, and escalation to relevant teams, as well as providing operational support for ICT services and performing service desk functions outside normal hours. The role also contributes to documentation, reporting, and continuous improvement initiatives within the ICT environment, adapting to evolving technologies and processes.

Responsibilities

Key responsibilities include continuous real-time monitoring of UNON ICT infrastructure using centralized platforms, ensuring service availability, performance, and reliability of networks, systems, and data centers. This involves identifying anomalies and initiating response actions. The role requires detecting, logging, classifying, and prioritizing incidents, performing initial diagnostics, and escalating issues to appropriate teams for resolution. Providing first-line operational support for ICT services, including network and infrastructure, and performing service desk functions outside normal working hours are also critical. Additionally, the position involves maintaining accurate operational records, updating documentation (SOPs, runbooks), producing reports on service performance, and participating in continuous improvement initiatives. Adapting to new technologies and supporting new systems are also part of the duties.

Work Experience

A minimum of five years of progressive experience in ICT operations, network support, NOC, service desk, or data center operations is required. Experience in monitoring, incident management, and operational support of ICT infrastructure is essential. Experience in ITIL-based environments and 24x7 operations is desirable. Familiarity with monitoring tools and basic knowledge of scripting or system administration are also beneficial.

Skills

Proficiency in information technology, network infrastructure monitoring, and data center operations. Ability to perform real-time monitoring, diagnostics, and first-line support. Strong teamwork, planning, organizing, and client orientation skills. Ability to work under pressure and meet deadlines.

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