System Administrator

2 weeks ago

Montréal, Canada United Nations Full time

The International Civil Aviation Organization (ICAO) sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security and environmental protection. To that effect, ICAO is a knowledge-based organization engaged in the development of intellectual property.

The Information and Administrative Services (IAS) Division falls under the auspices of the Bureau of Administration and Services (ADB) and is headed by the Deputy Director, IAS (DD/IAS) who has responsibility for planning, developing and implementing an information management strategy, setting and enforcing common ICT standards throughout the Organization.

The IT Core Services and Infrastructure Management unit (CSIM) is one of the units in ICT. Under the leadership of the Unit Head, it is responsible for:

- The core system services including the establishment, maintenance and management of operating systems on servers, workstations, storage and Storage Area Network (SAN) operations, implementation as well as the management of the Network Infrastructure.
- Telephony, Conference Support and Delegations Services including the management and deployment of Telephony services, supporting meetings and events and delivering ad-hoc support services for Resident Delegations.

Under the supervision of the Systems Officer - IT Security and Infrastructure Management, the incumbent is primarily responsible for the effective and secured provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This individual participates in technical research and documentation to enable continuing innovation within the infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff and Partners in a secure manner.

**Responsibilities**:
Function 1 (incl. Expected results)

Manages systems to provide the users with required access. Troubleshoots systems to resolve service operation problems and outages. Designs, implements, monitors and optimizes systems to improve security and availability. Reports on service performance, achieving results such as:

- Provide highly available and secure core IT services and Infrastructure, including but not limited to network connectivity, firewalls, servers, Electronic Mail, Telephony.
- Protect core services and Infrastructure from abuses and viruses.
- Protect core services with appropriate permissions assignment, backup and archiving solutions.
- Provide highly available services and Infrastructure allowing users in the Organization to communicate internally and externally in a secure and confidential manner.
- Report on the availability, performance and security posture of the core services and Infrastructure.

Function 2 (incl. Expected results)

Contributes to the design and implementation of new Infrastructure, services and solutions to provide new functionalities. Validates the integration of new solutions into the existing environment. Researches configuration information. Assists in the preparation or Terms of Reference and Technical Specifications for the acquisition of new solutions, achieving results such as:

- Improved security and functionality of the current services offered.
- Detailed and accurate procurement documentation.

Function 3 (incl. Expected results)

Maintains complete documentation of existing Infrastructure, network, services and systems. Develops documentation format and content for the users on how to access features of the services. Documents the implementation processes, including configuration options. Develops and maintain documentation on system recovery procedures. Contributes to the regular update of the Service Level Agreement (SLA) describing the nature and conditions for the delivery of IT services. Maintains a record of system incidents and appropriate solution in an ITIL compliant system, achieving results such as:

- Write documentation allowing a quick recovery from various system failure.
- Write architecture documentation for technical team to allow fast recovery from system failure.
- Develop knowledge base documentation to be used to quickly recover from system problems.
- Develop a full documentation of operational procedure for the activation, interruption and testing of IT infrastructure and services for the DRS.
- Document current SLA that accurately describes how IT Services are delivered.

Function 4 (incl. Expected results)

Works in collaboration with the Service Desk team to provides advanced technical support for the resolution of more complex incidents or for incidents with a more significant business impact. Further investigates the incidents to establish the root cause(s). Identifies workarounds or permanent solutions. Communicates with the users to implement the incident resolution. Records incident handling and resolution in the ITIL compliant IT management system

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