Information Systems Assistant
Organizational Context
The United Nations Office at Nairobi (UNON) serves as the UN headquarters in Africa, supporting key UN programs like UNEP and UN-HABITAT. This role is within the Information and Communications Technology Service (ICTS), specifically in the Infrastructure Management Section (IMS) at the Nairobi duty station.
Job Purpose
This Information Systems Assistant role focuses on the continuous monitoring and first-line operational support of UNON's ICT infrastructure. The position is crucial for ensuring the availability, performance, and reliability of enterprise networks, data centers, and hosted systems. The incumbent will be responsible for identifying and responding to anomalies, managing incidents, and providing essential operational support, including after-hours service desk functions, to maintain seamless ICT services for the organization. This role contributes directly to the stability and efficiency of UNON's technological operations.
Responsibilities
The Information Systems Assistant is responsible for continuous real-time monitoring of UNON's ICT infrastructure, including networks, systems, and data centers, using centralized platforms to ensure service availability and performance. This includes monitoring environmental systems like power and cooling. The role involves detecting, logging, classifying, and prioritizing incidents, performing initial diagnostics, and escalating issues to relevant teams for resolution. The assistant provides first-line operational support for ICT services, handles service desk functions outside normal hours, and monitors service performance. Responsibilities also include maintaining operational records, updating documentation such as SOPs and runbooks, producing performance reports, identifying trends for service improvement, and adapting to evolving technologies and operational processes.
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.
Skills
Information technology and applications knowledge, computer networks, infrastructure monitoring, data center operations, real-time monitoring, basic diagnostics, first-line support, incident management, operational support, teamwork, planning and organizing, client orientation.