Information Systems Assistant

The Information Systems Assistant is responsible for continuous monitoring and first-line operational support of UNON ICT infrastructure, including enterprise and service-provider networks, data centers, and hosted systems. The role involves incident detection, response, operational support, documentation, and continuous improvement within a 24x7 operational environment.

Responsibilities

• Performs continuous real-time monitoring of UNON ICT infrastructure using centralized monitoring platforms.
• Monitors network, systems, data center, and connectivity environments to ensure service availability, performance, and reliability.
• Monitors supporting infrastructure, including environmental systems such as power, cooling, and associated alerts.
• Identifies anomalies, threshold breaches, and abnormal conditions affecting ICT services and initiates appropriate response actions in accordance with established procedures.
• Detects, logs, classifies, and prioritizes incidents and events in line with established operational procedures.
• Performs initial diagnostics, fault isolation, and first-line resolution of issues affecting ICT services and infrastructure.
• Escalates incidents to relevant technical teams, service providers, or vendors based on defined escalation processes.
• Tracks and follows up on incidents through to resolution to ensure timely restoration of services.
• Supports major incident response activities by maintaining accurate updates, logs, and communication records.
• Provides first-line operational support for ICT services, including network, infrastructure, and connectivity services.
• Performs IT Infrastructure service desk related functions outside normal working hours, including incident and request logging, user communication, and status updates.
• Monitors and supports service performance across enterprise ICT environments, including wireless and remote access services.
• Monitors operational security-related events and reports abnormal activities or potential risks in accordance with established procedures.
• Supports ICT operations during high-demand periods, critical activities, or major events as required.
• Maintains accurate operational records, including incident logs, monitoring outputs, and shift handover reports.
• Updates and maintains operational documentation, including standard operating procedures (SOPs), runbooks, and knowledge base materials.
• Produces routine and ad-hoc reports on service availability, incidents, and operational performance.
• Identifies recurring issues and trends and escalates them for further analysis and service improvement.
• Participates in operational reviews, testing, drills, and continuous improvement initiatives.
• Adapts to evolving technologies, tools, operational processes, and service delivery models in support of ICTS infrastructure and operations.
• Supports new systems, platforms, and initiatives introduced within the ICT environment, including those related to automation, cloud services, and emerging technologies, as required.
• Performs other related duties as required.

Requirements

• High school diploma or equivalent is required.
• Formal technical training in ICT, networking, systems, or data center operations is desirable.
• ITIL Foundation certification is required.
• Networking certifications (CCNA or equivalent) is required.
• A minimum of five (5) years of progressively responsible experience in ICT operations, network support, Network Operations Center (NOC), service desk, or data center operations is required.
• The minimum years of relevant experience is reduced by two (2) years for candidates with a first-level University degree.
• Experience in monitoring, incident management, and operational support of ICT infrastructure and services is required.
• Experience working in ITIL-based operational environments is desirable.
• Experience working in a 24x7 operational environment is desirable.
• Knowledge of ICT infrastructure environments, including networks, systems, and data center operations is desirable.
• Familiarity with monitoring, observability, or operational support tools is desirable.
• Basic knowledge of scripting, automation, or system administration is desirable.
• Work experience of one (1) year or more in data analytics or related area is desirable.
• English language proficiency at UN Level II for reading, writing, listening, and speaking is required.

Skills

• ITIL Foundation
• CCNA Certification
• IT Operations
• Network Support
• Network Operations Center
• Helpdesk Operations
• Data Centre Operations
• Incident Management
• Operational Support
• Technological Infrastructure Monitoring
• 24x7 Operational Environment
• Scripting
• Automation
• System Administration
• Data Analytics

Languages

English