Senior Telecommunications Assistant

Organizational Context

This position is within the Office of Information and Communications Technology (OICT), Operations Support Division (OSD), New York Operations (NYOPS), User Support at United Nations Headquarters in New York. The incumbent reports to the Information Systems Officer/Head, User Support, overseeing onsite support operations and acting as Deputy for the onsite support pillar. The role supports the coordination and oversight of enterprise onsite support services across UN Headquarters.

Job Purpose

The Senior Telecommunications Assistant provides comprehensive technical assistance and team supervision across various IT domains, including desktop administration, server operations, service installation, and support. This role involves planning, coordinating, and monitoring team activities, distributing assignments, and providing guidance and training to junior staff. The incumbent is responsible for overseeing the installation, configuration, and deployment of server hardware and software, managing complex troubleshooting, and ensuring the efficient and reliable operation of server systems. Additionally, the position involves managing procurement and logistics, acting as a client contact point for OICT services, and ensuring quality assurance and adherence to standards. The role contributes to maintaining robust IT infrastructure and delivering high-quality user support services within the UN Headquarters.

Responsibilities

Provide full technical assistance and team supervision for desktop administration and support, including planning, scheduling, work distribution, and monitoring. Oversee software distribution, updates, scripting, testing, and support, and perform second-level desktop troubleshooting. Offer technical advice to clients and manage internal databases. Provide technical assistance and team supervision for server operations and administration, overseeing installation, configuration, testing, and deployment of server hardware and software. Manage server system administration, operation, technical support, and monitoring, undertaking complex troubleshooting and ensuring 24x7 operations. Supervise installation and support staff, ensuring service requests are logged and tracked, and acting as an escalation point for complex hardware, software, or connectivity issues. Manage procurement and logistics, including inventory management and procurement of supplies. Oversee service coordination, ensuring requests are logged and tracked, quality assurance is implemented, and acting as the client contact point for OICT services.

Work Experience

A minimum of ten years of progressive experience in IT, end-user support, IT operations, or infrastructure support is required. Five years of experience supervising technical support teams and coordinating enterprise onsite support operations is required. Five years of experience supporting large-scale client environments is also required. Experience overseeing multi-disciplinary onsite support functions is desirable.

Skills

Professionalism, technical skills in network maintenance, server services, user support, analysis, modeling, and data interpretation. Strong communication skills (written and verbal). Client orientation, ability to build partnerships, identify needs, and provide solutions. Ability to perform analysis, modeling, and interpretation of data.

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