INFORMATION SYSTEMS ASSISTANT (Temporary Job Opening)

Org. Setting and ReportingThis position is located in the Automated System for Customs Data (ASYCUDA) Programme in the Division on Technology and Logistics (DTL) of the United Nations Trade and Development (UNCTAD) in Port of Spain, Trinidad and Tobago. The incumbent reports to the ASYCUDA Regional Coordinator for the Americas and Caribbean. ResponsibilitiesUnder the supervision of the ASYCUDA Regional Coordinator for the Americas and Caribbean, the Information Systems Assistant may be responsible for the following duties: Desktop Administration and Configuration: • Occasionally supervises a team of staff for specific projects. • Monitors all personal computers running the ASYCUDA software delivery system to ensure that software distributions are being delivered correctly. • Performs software distribution updates, scripting, testing and support. • Performs research into new versions of centrally supported software and perform beta testing, production rollout and post production support. • Performs 2nd level desktop troubleshooting in conjunction with the Help Desk. • Provides technical advice to clients when necessary. • Provides guidance and training to new/junior staff. • Prepares, maintains, and updates files (electronic and paper) and internal databases. • Drafts documentation and reports. • Performs other related duties as required. Server Operations and Administration: • Occasionally supervises a team of staff for specific projects. • Installs, configures, tests and deploys server hardware and software, including Local Area Network, Operating Systems, Electronic mail, Unix, Linux, Lotus Notes, Citrix, Database systems, Internet Web software, firewall, Domain Name Server (DNS), DHCP, mail relay, and various security software. • Performs administration, operation, technical support, and monitoring of server systems. • Undertakes troubleshooting of server systems. If the problem persists, escalates to higher level in accordance with procedures. • Liaises with other groups of ASYCUDA technical team and the user Departments for maintaining the efficient and reliable operations of server systems. • Performs 24x7 operations of assigned systems. • Assists in identifying the need for new systems or re-engineering of the existing systems. • Responds to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards • Implements backups of servers following standard backup procedures. • Collects various statistics on the performance and reliability of server systems, and produces pertinent reports. • Maintains the documentation of server systems, pertinent to operations and system administration. • Provides guidance and training to new/junior staff. • Prepares, maintains, and updates files (electronic and paper) and internal databases. • Drafts documentation and reports. • Performs other related duties as required. Service Installation and Support: • Receives and logs problem calls or service requests in the automated tracking system with minimum delay. • Attempts to resolve as many problem calls or service requests on initial contact. • Performs tasks related to scheduled service requests, including equipment replacement, equipment installation/de-installation, software installation, LAN connection, returns to stock, site surveys, etc. • Diagnoses and resolves any hardware, software, or connectivity problem with minimum delay. • Provides basic training to end-users on the use of standard systems and applications; • Drafts end-user and/or technical documentation. • Logs all actions in the automated tracking system, including site survey information, steps taken to resolve problem or to complete task, problems encountered, current status, etc. • Acts as problem escalation point for technical staff at lower levels. • Escalates problems/tasks to the appropriate parties in accordance with established procedure. • Detects problem patterns and recommends solutions. • Keeps abreast of developments in technology both in the UN and in the industry in general; • Provides training to junior technical staff. • Occasionally supervises a team of technical staff for special projects. • Performs other related duties as required. Procurement and Logistics: • Receive, unpacks, and inspects all incoming assets. • Enters assets and asset transactions into the automated inventory management system in accordance with established procedure. • Obeys and enforces all security procedures. • Troubleshoots, cleans, and repairs/rebuilds equipment. • Performs more complex hardware and software configuration tasks such as creating standard images. • Sorts, compiles, and stores equipment in accordance with work orders and/or equipment condition; • Prepares and releases equipment for service requests. • Liaises with other areas of ASYCUDA Technical team focal points, and staff of the Permanent Missions. • Keeps abreast of developments in technology in the UN and in the industry in general. • Recommends acquisition of hardware, software, devices, tools, etc. to facilitate work. • Performs other duties as required. Service Coordination: • Supervises a team of service coordination staff. • Receives and logs service requests in the automated request management system. • Creates and assigns work orders in accordance with established procedure. • Distributes work assignments and monitor progress. • Liaises with other areas of ASYCUDA Technical team to facilitate completion of service requests. • Provides advice to clients regarding ASYCUDA Technical team standards and workflow processes. • Performs quality assurance procedures to ensure client satisfaction. • Addresses escalated problems and monitor to resolution. • Detects problem patterns and recommend solutions. • Keeps abreast of latest ASYCUDA technical team standards and technology. • Performs other duties as required. Other: • Assists with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making. • Assists with visualizations and updating information material such as web pages or brochures. Competencies• Professionalism: Knowledge of information technology and applications, including computer system networks related to customs and international trade digitalization Good technical skills, ability to conduct network maintenance, provide server services and user support. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; 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. Commitment to implementing the goal of gender equality by ensuring the equal participation and full involvement of women and men in all aspects of work. Able to perform analysis, modeling and interpretation of data in support of decision-making. • 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. • Technological Awareness: Keeps abreast of available technology; understands applicability and limitation of technology to the work of the office; actively seeks to apply technology to appropriate tasks; shows willingness to learn new technology. EducationHigh school diploma or equivalent. Job - Specific QualificationNot available. Work ExperienceA minimum 7 years of experience in information technology or related area, including in digitalization of customs procedures, is required. The minimum year of relevant experience is reduced to five (5) for candidates who possess a first-level university degree or higher. 1 year or more of experience in data analytics or related area is desirable. Experience working in an automated customs environment is desirable. Experience in supporting United Nations or similar international organization technical cooperation programmes related to customs and international trade digitilization is required. LanguagesEnglish and French are the working languages of the United Nations Secretariat. For this job opening, English is required. There are no additional desirable languages specified. The table below shows the minimum required level for each skill in these languages, according to the UN Language Framework (please consult https://languages.un.org for details).