Information Technology Assistant, GS-5

Vacancy Announcement

Secretariat of the International Renewable Energy Agency (IRENA)

IRENA Innovation and Technology Centre (IITC)

Introduction

The International Renewable Energy Agency (IRENA) is an inter-governmental organisation mandated with the widespread and increased adoption and sustainable use of all forms of renewable energy. At present, IRENA has 168 Members (167 States and the European Union) that acceded to its Statute, and 16 additional States in the process of accession and actively engaged. IRENA supports countries in their transition to a sustainable energy future, and serve s as the principal platform for international cooperation, a centre of excellence, and a repository of policy, technology, resource and financial knowledge on renewable energy. The Agency implements its mandate with the view to sustainable development, increased energy security and low-carbon economic growth and prosperity.

Assignment

Under the supervision of the Chief, Operations Management and Liaison of the IRENA Innovation and Technology Centre (IITC) based in Bonn, Germany and within delegated authority, the IT Assistant will be responsible for supporting, in coordination with the ICT team at IRENA headquarters in Abu Dhabi, all aspects of first and second line ICT support duties for IRENA staff based at the IITC as well as the maintenance and further development of IITC web applications.

This includes\:

ICT Desktop/systems Administration and Support\: 

In line with the IRENA ICT standards, tools and practices\:

• Provide hardware and software support mainly to IITC end-users for standard ICT equipment like laptop computers, monitors, printers, desk and mobile phones, video conferencing equipment etc.;
• Manage IITC’s various software, database and application subscriptions and licenses;
• Support the planning for and implementation of the IRENA ICT projects and enhancements in Bonn office;
• Sets up and configure desktop computers, peripherals, IT cabling and ensure work stations are properly equipped;
• Designs and produces basic reports;
• Provide basic training to end-users on the use of standard systems;
• In coordination with ICT Systems Engineer and Systems Administrator, assist in performing administration and monitoring of the IRENA Office 365 and Azure cloud environment for IITC end-users and systems, as required for supporting IRENA Operations;
• Processing mobile phones bills monthly. 
• Perform other duties, as required.

Bonn office datacenter and meeting rooms

• In coordination with the ICT Systems Engineer and Systems Administrator, support routine installation, configuration, testing and deployment of server hardware and software, including Local Area Network, operating systems, electronic mail, database systems, Internet web software, firewall, Domain Name Server (DNS), DHCP, mail relay, various security software, etc.;
• Maintain the documentation of server systems, pertinent to operations and system administration of the IITC datacenter;
• Facilitate the maintenance and upgrade of the ICT infrastructure at the IITC including the datacenter, the wired/wireless network and videoconferencing facilities at the meetings rooms in IITC; 
• Provide ICT supports during meetings and events at IITC. 
• Perform preventive maintenance tasks and monitor the datacenter and meeting rooms equipment in coordination with the External providers and IRENA ICT.

Service Desk Support

• Receives and logs incident calls or service requests in IRENA Helpdesk System as per the existing procedures mainly for IITC users;
• Attempts to resolve as many problem calls or service requests on initial contact and as per the SLA;
• Performs tasks related to scheduled service requests, including equipment replacement, equipment Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay;
• Provides basic training to end-users on the use of standard systems;
• Escalates problems to third party vendors in accordance with established procedure;
• Detects problem patterns and recommend solutions;
• Liaises with other areas of ICT and staff to facilitate completion of service requests;
• Provides advice to users regarding ICT standards and workflow processes;
• Performs quality assurance procedures to ensure client satisfaction;
• Keeps abreast of developments in technology both in IRENA and in the industry in general;

Assets Management

• Manage and monitors inventory levels and records and sort, compile, and store ICT equipment in IITC in accordance with work orders and/or equipment condition;
• Receives, unpacks, and inspects all incoming ICT assets;
• Enters assets and asset transactions into the automated inventory management system in accordance with established procedure;
• Obeys and enforces all security procedures;
• Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition;
• Monitors inventory levels and alert supervisor when low thresholds are reached;
• Recommends acquisition of hardware, software, devices, tools, etc. as needed;

Maintenance and development of applications\:

In line with the IRENA ICT standards, tools and practices\: 

• Maintain and develop further IITC’s various web platforms, databases and knowledge systems, including the IITC Helpdesk
• Management of web pages based on CMS .net Sitecore
• Management of SQL databases liked to the online applications.

Physical Requirements

• May be required to work on shift assignments on weekdays to maintain the service coverage beyond regular office hours. Occasionally, the incumbent may be required to work ad-hoc assignments during evenings or early mornings of working days as well as holidays and weekends;
• May be required to visit user’s premises to resolve problems on their servers or desktop PCs;
• May require the ability to cope with the working conditions of the Data Centre where the level of noise and electro-magnetic fields may be slightly higher than the normal office environment while the temperature may be lower.

Work implies frequent interaction with the following\:

• Information Technology Officers, Information Systems Officers, IT and Telecommunications vendors or service providers and Assistants throughout IRENA;
• Senior officers, technical staff, and end-users in IITC as well as staff of the IRENA HQ;
• Sales and technical personnel of hardware/software vendors and contractors.

Results Expected\:

Provides effective information technology support to IITC staff and users in installation, operation, maintenance, and service delivery of hardware and software in IITC in line with the IRENA ICT standards, tools and practices.

Competencies

Professionalism\: Knowledge of information technology and applications, including computer system networks. Good technical skills, ability to conduct network maintenance, provide server services and user support. Shows pride in work and in achievements; demonstrates professional competence and attention to detail; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with challenges; remains calm in stressful situations.

Planning and Organising\: Develops clear goals; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees possible difficulties and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently; remains on-task and focused.

Client Orientation\: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors on-going developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to clients.

Qualifications

Education\: High school diploma or equivalent. Post-secondary education/courses in IT/administration would be an asset.

Experience\: Minimum five years of progressively responsible experience in the field of information technology. Excellent computer skills in Windows environment and Office 365, knowledge of internet communications and command of MS Office applications (Word, Excel, and Power Point) and experience in the use of web-based management systems. Experience working in international organizations is an asset.

Language\: Excellent command of written and spoken English is required. Knowledge of other languages is desirable.

Qualified candidates must apply for the above-mentioned vacancy on-line by uploading the completed application form and a letter of interest, including details of two professional references who will be contacted if their application is shortlisted. 

Applications from qualified women are highly encouraged.

Please note that only candidates under serious consideration will be contacted for an interview and will receive notice of the final outcome of the selection process.