Information Technology Technician

Details

Mission and objectives

The mandate of the United Nations Interim Administration Mission in Kosovo (UNMIK) was established by the Security Council in its resolution 1244 (1999). The primary and overarching objectives of UNMIK are to ensure conditions for a peaceful and normal life for all inhabitants of Kosovo, strengthen and consolidate peace, security, and stability, and promote and protect human rights for all people.

Context

* References to Kosovo shall be understood to be in the context of the Security Council Resolution 1244 (1999).

Task description

Within the delegated authority and under the supervision of the Chief Service Management Unit (CSMU) and to the Chief Field Technology Section (CFTS) or his/her designated mandated representative(s), the UN Volunteer Information Technology Technician will: • Perform 1st and 2nd level support of computing and mobile devices (desktop, laptops, smart phones, VDIs etc), stand-alone and networked Multi-Function Printers, Uninterruptible Power Supply etc. • Provide in-person/remote support to standard operating system and enterprise cloud-based applications such as Microsoft Windows 10,Office 365,SharePoint,Teams, Power Business Intelligence, Power Platform/Apps, Umoja, iNeed CRM, etc. • Assist in the IT Workshop activities such as performing basic hardware repair, cloning of computing devices and creation/updating of standard image templates • Provide tier-1 level support on video conferencing, townhalls and online meetings • Assist in equipment issuance, replacement, maintenance, repair, surveys, etc. • Logs Service Requests and create/assign Work Orders using iNeed Customer Relationship Management (CRM) automated tracking system and keep track of requests to ensure resolution within established KPIs • Escalate problem/tasks in accordance with established SOPs and follow-ups to resolve within KPIs. • Document resolution in CRM on what steps were taken to resolve the problem or to complete the task, status, etc. • Assist in cybersecurity tasks such as patch management, antivirus updates, risk treatment and response, policy compliance, ISO 27001 compliance, etc. • Provide expertise on the use and development of information management tools and platforms and identify new data analysis process improvement opportunities • Participate in information management networks and processes to facilitate the exchange of information and the promotion of data and information standards, common platforms, and the exchange of information. • Engage with UNMIK staffs and counterparts to identify appropriate data sources for analytics projects and ensure that information activities are coordinated and consistent with relevant standard and practices • Collaborate with programme management officers to improve data flows, data quality, etc. • Assist in developing and implementing databases, data collection systems, analytics and other strategies that optimize statistical efficiency and quality • Develop and implement various analysis, reporting and quality control capabilities. • Produce and update information products such as reports, charts and infographics by turning data into graphical products to convey messages and a storyline. • Draft end-user and/or technical documentation. • Provide training to end–users and/or junior technical staffs. • Travel to field offices/ locations to provide FTS support as required. • Keep abreast of developments in the technology both in the UN and in the industry in general. • Any other related task assigned by Chief Service Management or by the Chief of FTS.