IT Operations Assistant G5

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. The mission of WFP is to end global hunger as part of the Sustainable Development Goals. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need. In emergencies, WFP gets food to where it is needed, saving the lives of victims of war, civil conflict and natural disasters.

We are seeking to fill a IT Operations Assistant, based at the offshore office of Headquarters Global IT Service Desk in Gurugram India. The position will be functioning  under the overall guidance of TEC division and IT Operations Officer and  in direct supervision of the ITSD Team leader. The IT Assistant is required to support the delivery of efficient and effective IT Infrastructure in arena of Microsoft and  and cloud services, particularly Windows Server support ( 2016) , O365 , Azure, ATP, Cloud based SCCM ,Intune ( Mobile device Management)  and AWS technologies and contributing to sound, innovative IT solutions that enable staff to deliver food assistance to beneficiaries, in line with WFP’s strategy. The interested candidate must be willing to work in shifts as per the roster (The service operates on a 24/7/365 basis. Shift duty is mandatory including nights and weekend shifts).

The IT Operations Assistant work in a team and are expected to produce organised and accurate technical work Active Directory Directory (including on-prem and Azure AD,O365 Suite, DNS, ADFS, PKI, DFS, DHCP). Exchange, Lync/Skype for Business (including VoIP), SCOM, SharePoint, SCCM; Install, maintain and update the operating systems on the physical and virtual servers, AWS ( amazon Web services) infrastructure  as well as the Microsoft server software  ( Windows 2016 & higher).

• Provide remote support and Monitor HQ and field offices support tickets using our internal ticket tracking system.
• Manage the large rollout of Patch Management and OS deployment, Upgrades through Cloud SCCM and Microsoft Operations Management suite.
• Escalates and coordinates with L3 and vendor support team whenever required.
• Ensures in-scope infrastructure components are checked regularly, updated, and secured
• Willing to work shifts, after-hours and weekends as needed; occasionally on short notice due to emergencies (i.e., Deploy an OS patch on a AWS/ Microsoft server to mitigate a vulnerability risk)
• Create reports as needed including Capacity & Performance, Availability, SLA, Volumetric and others.
• Keep informed of emerging and developing technologies in Information Technology, with a focus on OS Windows 10, Windows Server 2016/2019 and Office 365 with enterprise telephony.
• Provide L3 technical support for simple and complex customer environments
• Perform diagnosis, troubleshoot, and conduct root-cause analysis
• Plan, configure and deploy projects for our customers including infrastructure rebuilds, cloud migrations, and network redesigns
• Ability and willingness to reach out for assistance when required to ensure that all technical issues are resolved as efficiently and timely as possible.
• Manage the support the Mobile device management solution (Intune) for WFP users.
• Install, deploy and Manage the Cloud based infrastructure (AWS).
• Administer and support Microsoft products and services (IIS, DNS, DHCP, Exchange, SQL, Share point, Azure, O365, OMS, SCOM, cloud based SCCM)
• Be a strong source of knowledge and provide training for other members of the service department
• Ability and willingness to provide backup for any role in the service department as required
• Attend and participate in team meetings as designated
• Perform other related duties as required.

• Completion of Secondary School education.
• An under graduate university Degree in Computer Science/electronics/ related IT field is desirable.
• Valid Microsoft and AWS certifications, MCSE/MCSA/ AWS/ O365/ATP certification on O365/Windows Server 2016/2019 is preferred
• Languages: Fluency in the English language

• Minimum 5 years of relevant experience is required,  in Azure/ ATP/Cloud SCCM /Amazon Web Services (AWS)/ Intune/Cloud based SCCM in a similar role in a large network environment
• Analysis of security logs and exposure to SIEM/ SOC on Microsoft tools would be highly preferable.
• Proven ability in helping partners build a Microsoft best practice solution process and understanding of office 365 offerings.
• Candidates having working experience from Large ITES/BPO organisations will be an added advantage.
• Knowledge of ITIL/ ITIL4 Foundation certification would an asset

• Excellent communication skills are required. Must be courteous, punctual, conscientious, patient, dependable, enthusiastic, and self-motivated
• Ability to work with people from different backgrounds.
• Demonstrate confidence and cognitive capacity to assimilate different perspectives and formulate solid recommendations.
• Ethics & Values, Team Work, Client Orientation, Cognitive Capacity, Stress Resistance, Behavioural Flexibility.
• Ability to provide the second/third (L2/L3) level of support to users requesting help with software, hardware, and Microsoft tools

Purpose

• Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
•  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
•  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
•  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

• Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
•  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
•  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
•  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

• Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
•  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
•  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
•  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

• Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
•  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
•  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
•  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
   

• WFP offers a competitive compensation package, which will be determined by the contract type and selected candidate’s qualifications. Please visit the following websites for detailed information on working with WFP. http://www.wfp.org  Click on: “Our work” and “Countries” to learn more about WFP’s operations
• Only shortlisted candidates will be informed and invited to participate in the screening process.

• Interested applicants are invited to submit their application not later than Friday, 18 October 2019.
• Female applicants and qualified applicants from developing countries are especially encouraged to apply

Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.