IT Hardware Infrastructure Technician

Details

Mission and objectives

The United Nations Mission for the Referendum in Western Sahara (MINURSO) was established by Security Council resolution 690 of 29 April 1991 in accordance with settlement proposals accepted on 30 August 1988 by Morocco and the Frente Popular para la Liberación de Saguia el-Hamra y de Río de Oro (Frente POLISARIO). The settlement plan, as approved by the Security Council, provided for a transitional period for the preparation of a referendum in which the people of Western Sahara would choose between independence and integration with Morocco. The Special Representative of the Secretary-General was to have sole and exclusive responsibility over matters relating to the referendum and was to be assisted in his tasks by an integrated group of civilian, military and civilian police personnel, to be known as the United Nations Mission for the Referendum in Western Sahara.

Context

The United Nations Mission for the Referendum in Western Sahara (MINURSO) was established by Security Council Resolution 690 (1991). It has its headquarters in Laayoune, Western Sahara, with 9 team sites in the mission area. MINURSO at present monitors the ceasefire between Morocco and the Frente POLISARIO. The ceasefire has generally held since September 1991 and the security phase in Western Sahara is Phase 2 (restricted movements).

Task description

Under the supervision of the ITU Helpdesk Supervisor, the incumbent is required to provide timely and efficient IT support to all end-users and mission components and sites. • Provide IT support to Team Sites; aid and support to all other IT units such as ITU workshop duties (repairs of IT equipment) • ITU Networks (network related matters) and ITU System Support (mission and enterprise Applications) • Incumbent is required to function as back up ITU Helpdesk Supervisor during absence from Mission and brief him/her on events upon his/her return, also to continue the reporting structure during such periods. Specific responsibilities include such as: 1. Application/Software/Users Support: Register and process Service Requests using iNeed application providing a quick resolution to the user's ticket complying with the Lite Service Management framework, preferable experience with CRM application, specific iNeed and Unite Self Service. Microsoft OS Desktops/Laptops: • Installation, configuration and trouble-shooting LAN connection, and software; Installation, configuration and troubleshooting of all new computer equipment such as desktop and laptop computers and other peripherals as required; • Assist in the installation, configuration and setup of Outlook Email client; Provide help desk support for Office applications such as Office 365 (OneDrive, SharePoint, Word, Excel, PowerPoint, Teams, Power BI), Outlook, ERP and other corporate applications; • Assist in the deployment and configuration of standard user desktop environment; Provide training and support for new users. 2. Infrastructure Support - Assist users and other technical staff in resolving end user and network equipment problems. The main tasks will be: • Assist users both remotely and in person on any IT related problem; Prepares (image) PC, laptops, and servers for deployment; • Assist in the deployment, configuration and maintenance of Hubs, Network Printers, Digital Senders, Multifunction Devices, etc. as required; Assist in identifying, tracking, isolating, and repairing network faults; • Assist in deploying network devices such as servers, switches, routers.