INFORMATION SYSTEMS ASSISTANT

Org. Setting and Reporting

The United Nations Office at Nairobi (UNON) is the UN headquarters in Africa and the Director-General of UNON is the representative of the Secretary-General in Kenya. UNON supports programme implementation of the United Nations Environment Programme (UNEP), the United Nations Human Settlements Programme (UN-Habitat) and the Resident Coordination System (RCS) globally, as well as other UN offices in Kenya, by providing administrative, security, conference and information services (www.unon.org). The post is located within the Infrastructure Management Section (IMS) of the Information and Communications Technology Service (ICTS) under the Division of Administrative Services at the Nairobi duty station. Under the general supervision of the Chief, Infrastructure Management Section (IMS), and the direct supervision of the Network Operations Centre (NOC) Supervisor, the incumbent will work in close coordination with the Network Communications Unit (NCU) and the Server Storage and Datacenter Unit (SDCU).

Responsibilities

Within delegated authority, the incumbent will be responsible for the continuous monitoring and first-line operational support of the UNON/ICTS infrastructure, including enterprise and service-provider networks, as well as ICTS-owned data centers (PTC and STC) and their hosted systems. Specifically, the Information Systems Assistant will be responsible for the following duties: Infrastructure Monitoring and Event Detection

• 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. Incident Response and Escalation
• 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. Operational and Service Support
• 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 incide...