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 holds 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 UN Regulations and Rules, as well as UNDP´s accountability framework. The Information and Communication Technology Section (ICTS) is responsible for operating all ICT on-premises and cloud data centers, cloud platforms and services, business applications, corporate websites, help desks, video conferences, security services, hardware, software, networks, and telecommunications services. This includes application system analysis, design, development, and maintenance, as well as local and global telecommunication networks, commercial hardware and software installation and operation (at both desktop and network levels), internet, and email services. ICTS also provides network and support services to other UN agencies on the UN Bonn Campus. ICTS is working in close collaboration with the UNDP ITM department.
The Information and Communications Technology Section is responsible for the operations of the Datacenter and the provision of all ICT hardware, software, network, and telecommunications services to UNV HQ. 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.
Position Purpose
Under the supervision of the Infrastructure Team Leader, the Infrastructure Helpdesk Assistant is responsible for the ICT helpdesk providing user support and ICT logistic support; and supports the infrastructure team in the implementation of initiatives driven by business needs, including desktop administration and user support, Datacenter and infrastructure support, asset management, office moves, connectivity, and training support.
Duties and Responsibilities
User support
- Analyze Service Desk reports and liaise with the ICT team based on agreed SLAs
- Contribute to UNBONN wireless migration project
Network infrastructure
- Monitor and maintain the LAN, Printers, LAN Points, Switches, Patch panels, Access points, etc.
- Label and patch network connections
Asset Management
- Control ICT Assets; Asset Management, Asset Registration, and Asset Disposal
- Maintain the inventory of ICT equipment and keep track of the movements of ICT equipment.
The incumbent performs other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organization.
Competencies
CORE
Achieve Results
- Plans and monitors own work, pays attention to details, delivers quality work by deadline
Think Innovatively:
- 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
Communication:
- Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience
Knowledge Generation:
- Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need
IT Customer Support:
- Information Management & Technology 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 is 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
Required Skills and Experience
Education:
- Completion of secondary education
- Certifications in ITIL Foundations v3 or v4 is desirable
- Certifications in Azure foundations
Experience
- A minimum of four (4) years (with high school diploma) or 1 year (with bachelor’s degree) of relevant work experience in administration/ICT or related field.
- Experience in user Support, Network (Cabling) and Troubleshooting
- Relevant experience in a UN or other international public services working environment is an asset.
- Experience in Microsoft Azure, FortiEdge Cloud, ISO Layer 1 is an asset
- Experience in migrating LAN infrastructure is an asset
Language Requirements:
- Fluency in English is required
Disclaimer
- Only short-listed applicants will be contacted.
- The successful candidate will hold a UNDP letter of appointment.
- This post is for local recruitment only. It is open to citizens of the European Union (EU) member states or holders of residence and unlimited work permits for Germany. All travel, interview and relocation costs, if any, incurred to take up an appointment at the duty station in Bonn are at the expense of the applicant.
Applicant information about UNDP rosters
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.
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