ICT Helpdesk and Systems Engineer, GS-4

Job Description

Vacancy AnnouncementSecretariat of the International Renewable Energy Agency (IRENA)Administration and Management Services (AMS)Publication/Transmission Date: 02 June 2022Deadline for application: 01 July 2022 (at midnight Abu Dhabi Local time)Title and Grade: ICT Helpdesk and Systems Engineer, GS-4Indicative Net Annual Salary: AED 192,961 to 237,991 plus Provident FundDuration of Appointment: One Year, with possible extensionDuty Station: Abu Dhabi, United Arab EmiratesEntry on Duty: As soon as possibleBackgroundThe International Renewable Energy Agency is an inter-governmental organisation headquartered in Abu Dhabi, mandated to promote the widespread and increased adoption and sustainable use of all forms of renewable energy in the pursuit of sustainable development, energy access, energy security and low-carbon economic growth and prosperity. IRENA?s mission is to play a leading role in the ongoing transformation of the global energy systems as a centre of excellence for knowledge and innovation, a global voice of renewable energy, a network hub for all stakeholders and a source of advice and support for countries. At present, IRENA has 167 Members (166 States and the European Union) that acceded to its Statute, and 17 additional States in the process of accession and actively engaged.The Information and Communications Technology (ICT) Section provides a broad range of solutions and services to IRENA offices by enhancing technology to achieve the work programme targets. ICT works on strengthening service delivery operations aimed at enabling staff members, Members and other stakeholders to connect and share knowledge continuously.Duties and ResponsibilitiesUnder the supervision of the Chief, Information Communications Technology and direct guidance of the ICT Operations/ Infrastructure and Information Systems Officers, the ICT Helpdesk and Systems Engineer will be responsible for supporting all aspects of first- and second-line ICT Support duties, including Office 365, Azure, servers, storage and database management along with general administrative duties like help desk activities logging, technical and end-user documentation. Specifically, the incumbent will be responsible for the following duties:ICT Desktop Administration and Configuration Support

• Provide hardware and software support to end users for standard ICT Equipment like laptop computers, monitors, printers, phones etc. including asset management process;
• In coordination with ICT Systems Engineer and Systems Administrator, assist in performing software installation and updates;
• Installation and configurations on laptops and other end-user ICT systems required for supporting IRENA Operations;
• Performs desktop troubleshooting in conjunction with the Information Systems and Technology specialists;
• Maintains and updates files (electronic and paper) and internal databases;
• Performs other related duties as required for supporting end user ICT equipment;
• Maintains the documentation for ICT End user support knowledge base.

Systems Administration Support

• Performs routine administration, operation, technical support, troubleshooting and monitoring of the IRENA Office365 and Azure cloud environments;
• Performs routine installation, configuration, testing and deployment of server hardware and software, including Operating Systems. SQL Server Database Systems, Active Directory, Internet Web Software, Domain Name Server (DNS), DHCP, mail relay, Server Patching Process, Hyper-V, Environment, Nutanix and Various Security Software;
• Assists in installing and configuring Skype for Business, MS teams, Zoom and Audio-video conference equipment for supporting IRENA Operations;
• Assists in routine administration, operation, and monitoring of systems Security as well as any security incident response;
• Implements backups of servers following IRENA Backup Policy Procedures;
• Collects various statistics on the performance and reliability of server systems, and produce pertinent reports;
• Maintains the documentation for Storage and Server Infrastructure Environment.

Service Desk Support

• Receives and logs incident calls or service requests in IRENA Helpdesk System as per the procedure;
• Attempts to resolve as many problem calls or service requests on initial contact and as per the SLA;
• Support and assist end-users physically and remotely as needed;
• 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, produce incident reports and recommend solutions;
• Liaises with other areas of ICT and staff to facilitate completion of service requests;
• Provides advice to clients 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;
• Performs other related duties as required.

Assets Management

• 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. to facilitate work;
• Performs other duties as required.

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 / staff of the IRENA HQ, Bonn and New York offices;
• Sales and technical personnel of hardware/software vendors and contractors.

Results Expected:Provides effective information technology support to IT staff and users in installation, operation,maintenance, and service delivery of hardware and software, cloud and on-premise based, in IRENA as well as at remote sites as required.CompetenciesProfessionalism: 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 in subject matter and pays 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 difficult problems or challenges; remains calm in stressful situations. Take responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.Communication: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed.Teamwork: Works collaboratively with colleagues to achieve organizational goals; solicits input by genuinely valuing others? ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.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 ongoing 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 client.QualificationsEducation:High school diploma or equivalent. Post-secondary education/courses in the area of electronics, ICT or related specialization.Certification in Microsoft Technologies, Azure, and ITIL is an asset.Experience:A minimum of three years of progressively responsible experience as an ICT Support Engineer in information technology helpdesk / Systems administration roles. Knowledge ofMS technologies Office suit, Windows, Teams, Office365 and Azure is required. Knowledge of IT Service Management framework such as ITIL and experience of using IT Helpdesk / Service Desk software is an advantage.Language: Excellent command of written and spoken English is a must. Knowledge of additional languages is an asset.Skills: Good knowledge of MS technologies Office Suit, Windows, Teams, Office365 and Azure is required.***Qualified candidates must apply for the above-mentioned vacancy on-line, through IRENA?s recruitment platform, Taleo by submitting a complete and comprehensive CV and a letter of interest, including details of three professional references who will be contacted if their application is shortlisted.Applications from qualified women, especially from nationals of developing countries, are highly encouraged.Please note that only candidates under serious consideration will be contacted for an interview and will receive notice of the outcome of the selection process.

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