Infrastructure Helpdesk Assistant

Job Posting Organization:
The United Nations Development Programme (UNDP) is a global organization that aims to eradicate poverty and reduce inequalities through sustainable development. Established in 1965, UNDP operates in approximately 170 countries and territories, working with governments and people to address development challenges. The organization emphasizes the importance of diversity, equity, and inclusion, ensuring that all personnel are empowered to contribute to its mission. UNDP is committed to fostering an inclusive environment and encourages applications from marginalized and underserved populations. The organization has a zero-tolerance policy towards sexual exploitation and abuse, harassment, and discrimination, ensuring rigorous background checks for all selected candidates.

Job Overview:
The Infrastructure Helpdesk Assistant plays a crucial role within the Information and Communication Technology Section (ICTS) of UNDP. Under the supervision of the Infrastructure Team Leader, the assistant is responsible for providing user support through the ICT helpdesk and assisting the infrastructure team with various initiatives driven by business needs. This includes desktop administration, user support, Datacenter and infrastructure support, asset management, office moves, connectivity, and training support. The role requires a proactive approach to problem-solving and a commitment to delivering high-quality service to users. The assistant will also be involved in monitoring and maintaining network infrastructure, ensuring that all ICT services are delivered efficiently and effectively in compliance with UNDP's performance standards.

Duties and Responsibilities:
The duties and responsibilities of the Infrastructure Helpdesk Assistant include:

• User Support: Analyze Service Desk reports and liaise with the ICT team based on agreed Service Level Agreements (SLAs). Contribute to the UNBONN wireless migration project.
• Network Infrastructure: Monitor and maintain the Local Area Network (LAN), printers, LAN points, switches, patch panels, access points, etc. Label and patch network connections as necessary.
• Asset Management: Control ICT assets, including asset management, registration, and disposal. Maintain an inventory of ICT equipment and track movements of ICT equipment.
• General Duties: Perform other duties within the functional profile as deemed necessary for the efficient functioning of the Office and the Organization. The assistant is expected to be adaptable and responsive to the needs of the team and the organization.

Required Qualifications:
The required qualifications for the Infrastructure Helpdesk Assistant position include:

• Education: Completion of secondary education is mandatory. Certifications in ITIL Foundations v3 or v4 are desirable, as well as certifications in Azure foundations.
• Experience: A minimum of four (4) years of relevant work experience in administration/ICT or a related field is required for candidates with a high school diploma. Candidates with a bachelor’s degree need at least one (1) year of relevant experience. Experience in user support, network cabling, and troubleshooting is essential. Relevant experience in a UN or other international public services working environment is considered an asset. Familiarity with Microsoft Azure, FortiEdge Cloud, and ISO Layer 1 is advantageous, as is experience in migrating LAN infrastructure.

Educational Background:
Candidates must have completed secondary education. Additional certifications in ITIL Foundations v3 or v4 and Azure foundations are highly desirable and will enhance the candidate's profile for this position.

Experience:
The position requires a minimum of four (4) years of relevant work experience in administration or ICT for candidates with a high school diploma. For those with a bachelor’s degree, at least one (1) year of relevant experience is necessary. Experience in user support, network cabling, and troubleshooting is crucial, along with familiarity with the UN or other international public services working environments, which is considered an asset. Experience with Microsoft Azure and LAN infrastructure migration is also beneficial.

Languages:
Fluency in English is required for this position. Proficiency in additional languages may be considered an asset but is not mandatory.

Additional Notes:
This position is for local recruitment only and 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 incurred to take up an appointment at the duty station in Bonn are the responsibility of the applicant. The successful candidate will hold a UNDP letter of appointment. UNDP reserves the right to select one or more candidates from this vacancy announcement and may retain applications for similar positions at the same grade level. The organization has a zero-tolerance policy towards sexual exploitation and misconduct, and all selected candidates will undergo rigorous reference and background checks.