ICT Infrastructure Officer

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Hiring Unit : Bureau for Digital Business Solutions (DBS)

Duty Station : Paris

Work location : Remote

Duration of contract : 11 months

Hiring open to : External candidates

UNESCO Core Values: Commitment to the Organization, Integrity, Respect for Diversity, Professionalism

OVERVIEW

Under the overall authority of the Chief Information Technology Officer (CITO) and the direct supervision of the Senior IT Operations and Service Manager, the Consultant/Contract Holder will be part of the Infrastructure Operations and Service Management Section (DBS/OSM) and be responsible for providing IT Infrastructure support services to all UNESCO’s offices while extending the presence and services of the Bureau of Digital Business Solutions (DBS) to the Asia Pacific region.

ASSIGNMENTS

• Responsible for triaging, prioritizing, and resolving IT incidents, ensuring adherence toSLAs and minimizing downtime for end-users.
• Implement and manage complex IT systems and infrastructure projects, including servers,storage, networks, and cloud services.
• Configure and maintain network hardware and software, including Palo Alto firewalls,Extreme Network switches, VPNs, Zscaler web secure gateway, and ForeScout NAC,ensuring network security and performance.
• Utilize breadth of knowledge and experience to connect the dots between application andnetwork performance issues accurately.
• Utilize strong network troubleshooting knowledge to cross-train other ICT Officers.
• Use data-driven analysis to continuously improve network observability, performance,reliability, and resilience.
• Perform analytics on previous incidents to understand root causes and use automation todetect problems faster and reduce the probability and impact of problem recurrence wherepossible.
• Update network equipment to the latest firmware releases, UNESCO-wide.
• Create and update network documentation, including network diagrams.
• Propose new network and security technological solutions to enhance the quality andperformance of the current setup.
• Perform regular maintenance in Windows and Linux-based systems, as well as updates andpatches, to ensure optimal performance and security of IT systems.
• Manage the software distribution to workstations (Intune) and servers (SCCM).
• Diagnose and resolve hardware, software, and network issues promptly, providingtechnical support to end-users and ensuring minimal downtime.
• Implement and manage security measures, including anti-malware and Endpoint Detection and Response (EDR), to protect data, systems, and networks from potential threats.
• Actively contributes to creating and updating knowledge articles and SOPs.
• Create and maintain detailed documentation of system configurations, processes, andprocedures.
• Ensure systems and infrastructure comply with industry standards, regulatoryrequirements, and internal policies.
• Coordinate with vendors for IT infrastructure components' procurement, installation, andsupport.
• Stay updated with the latest industry trends, technologies, and best practices,recommending and implementing improvements to the IT infrastructure.
• Performs other related duties as required.

CONTRACT DURATION

The assignment is expected to cover a period of 11 months, commencing on or around mid october 2026.

The services will be delivered [remotely/on UNESCO premises through a hybrid arrangement], subject to operational requirements. Availability may be required during critical production incidents, financial closing exercises, banking implementations, and major deployments.

Any travel required for the assignment will be agreed in advance and handled in accordance with UNESCO’s applicable rules and procedures.

DELIVERABLES

The Consultant/ Contract Holder is expected to:

• Handle incidents and requests assigned to him while closing them within the defined SLA90% of the time.
• Handle project implementation activities assigned to them within the provided timelines. Any issues should be raised as early as possible so expectations can be managed.
• Ensure that documentation supporting the solutions provided to incidents and requests is created and shared with the organization to reduce similar tickets in the future tickets.
• For project implementation, liaise with the required field office, educate local ICT officer, create any missing documentation/guidelines and provide regular reports to management.

COMPETENCIES - Core (C) & Managerial (M)

• Communication (C)
• Accountability (C)
• Knowlegde sharing and continuous improvement (C)