UNICEF Senior Network Assistant - Global Messaging Administration - (GS-7), ITSS
Purpose of the Position
Assist the ICT Specialist (Messaging) in the day-to-day technical administration and support of UNICEF's global messaging and Unified Communications infrastructure. In coordination with the external vendor(s) of UNICEF's managed messaging services, provide effective support for the global email and Unified communications infrastructure as well 2nd line support for the field offices. Administrate messaging security gateways, mobile device management services, and WebSEAL infrastructure. This will consist of implementation, maintenance, fault monitoring, and performance control. Additionally, identify risks and resolve the issues to implement solutions to security related problems as directed.
MINIMUM ELIGIBILITY REQUIREMENTS:
- NON-US CANDIDATES MUST BE IN POSSESSION OF A US G4 VISA OR BE A US PERMANENT RESIDENT.
- NON-US CANDIDATES MUST BE IN POSSESSION OF A US G4 VISA OR BE A US PERMANENT RESIDENT.
Key Expected Results
- Control & Administration:
Assist in administering the Global messaging and Unified Communications infrastructure based on Microsoft Outlook/Exchange and MS Lync, via an administration portal provided by the vendor(s) and supporting both Cloud and On-Premises models. The administration will encompass managing mailboxes and email migration; controlling mail rules, journaling, e-discovery and delivery reports; and controlling Exchange ActiveSync and mobile device access and device policy. Operates, monitors and maintains other components of UNICEF's messaging infrastructure which currently encompass Email Gateway (IronMail), email monitoring system (GSX), and legacy systems based on Lotus Notes/Domino and WebMail along with any other relevant technologies phased out by end of 2013. Assist in the administration of WebSEAL system. - Fault Monitoring:
- Uses corporate tools to identify, diagnose, resolve, and monitor messaging applications, infrastructure and related systems.
- Identifies known errors with their resolutions, and reports these to Management.
- Ensures all messaging-related issues are reflected in the incident management system (i.e. Service Manager), and creates monthly reports summarizing the activities on the Incidents.
- Provides second level technical resolution of open tickets and/or liaises with external vendor of out-hosted e-mail system for incident resolution and end-user support.
- Works closely with Global Help Desk to resolve messaging-related incidents and improve the service delivered to end-users.
- Detects and reports pattern-like incidents to facilitate proactive problem resolution on messaging systems.
- Is involved in and actively contributes to regular (not less than quarterly) problem management reviews, identifying prime causes of failure and resolving their underlying causes.
- Performance monitoring:
Monitors pre-determined baseline for acceptable performance levels, and performance statistics. Also included would be usage metering, e-mail traffic statistics, failed message monitoring, availability, capacity and responsiveness reporting. - Documentation:
- Creates in-depth documentation for known problems/issues and updates for reference in the Messaging Knowledgebase.
- Prepares, establishes and documents processes and procedures for the operation and maintenance of messaging services.
- Prepares documents on fault tracing, performance and monitoring, configuration, and on implementation of maintenance process and status.
- Security:
Works with the security team to identify and resolve security issues as directed by ICT Specialist (Messaging). - General Duties:
Performs duties and assignments as allocated by the ICT Specialist (Messaging).
Qualifications of Successful Candidate
- Completion of Secondary Education (i.e. High School Diploma) is a minimum requirement. Additional training at university level in Computer Science, Engineering, Telecommunications, or equivalent qualification, specialized and advanced training in administering messaging systems, (specifically MS-Exchange) and/or equivalent related industry certifications, such as Microsoft Certified Exchange Administrator is considered an asset.
- Seven years of relevant work experience in information technology, with direct involvement with a production e-mail/messaging administration environment, utilizing Microsoft Outlook/Exchange and related messaging products (Anti-SPAM, mobile messaging, etc.)
- Practical experience in Microsoft Exchange/Outlook required. Experience in Lotus Domino/Notes administration and support is an asset.
- Practical experience with administrating, troubleshooting, consolidating mail systems, migrating mail systems, coexisting multi-protocol mail systems and directories in a multiple server environment
- Fluency in English is required. Knowledge of a second UN language, preferably Spanish or French desirable.
Competencies of Successful Candidate
Technical Knowledge:
- Current IT industry knowledge for mainstream, operating systems and related software tools and utilities is highly desirable.
- In-depth working knowledge of physical layout and logical topology for the messaging environment is highly desirable.
- Strong skills in configuration management and problem investigation/rectification is highly desirable.
- MS-Exchange/Outlook Administration and related products such as Outlook Webmail and MS Lync required. Lotus Domino/Notes administration is an asset.
- Practical Knowledge of Blackberry Enterprise Server administration is desirable
- Practical Knowledge of Anti-SPAM systems (i.e. McAfee Email Gateway) is desirable.
- Practical Knowledge of email environment monitoring systems (i.e GSX Monitoring) is desirable.
- Strong understanding of Client/server technology is desirable.
- Strong understanding of migration and consistence tools is desirable.
- Experience in supporting large scale, (10000+ user), complex messaging operations with multiple locations global points of office presence to serve is desirable.
- Current IT industry knowledge for mainstream, operating systems and related software tools and utilities is highly desirable.
- In-depth working knowledge of physical layout and logical topology for the messaging environment is highly desirable.
- Strong skills in configuration management and problem investigation/rectification is highly desirable.
- MS-Exchange/Outlook Administration and related products such as Outlook Webmail and MS Lync required. Lotus Domino/Notes administration is an asset.
- Practical Knowledge of Blackberry Enterprise Server administration is desirable
- Practical Knowledge of Anti-SPAM systems (i.e. McAfee Email Gateway) is desirable.
- Practical Knowledge of email environment monitoring systems (i.e GSX Monitoring) is desirable.
- Strong understanding of Client/server technology is desirable.
- Strong understanding of migration and consistence tools is desirable.
- Experience in supporting large scale, (10000+ user), complex messaging operations with multiple locations global points of office presence to serve is desirable.
Competencies of Successful Candidate
- Communicates effectively to varied audiences, including during formal public speaking.
- Able to work effectively in a multi-cultural environment.
- Sets high standards for quality of work and consistently achieves project goals.
- Analyzes and integrates potentially conflicting numerical, verbal and other data from a number of sources.
- Demonstrates and shares detailed technical knowledge and expertise.
- Sets clearly defined objectives and plans activities for self, own team or department.
- Ensures that team or department follows relevant company policies and procedures.
- Communicates effectively to varied audiences, including during formal public speaking.
- Able to work effectively in a multi-cultural environment.
- Sets high standards for quality of work and consistently achieves project goals.
- Analyzes and integrates potentially conflicting numerical, verbal and other data from a number of sources.
- Demonstrates and shares detailed technical knowledge and expertise.
- Sets clearly defined objectives and plans activities for self, own team or department.
- Ensures that team or department follows relevant company policies and procedures.
How to apply:
If you want a challenging career while improving the lives of children around the world UNICEF, the leading children's rights organization, would like to hear from you.
Visit us at www.unicef.org/about/employ to register in our new e-Recruitment system and apply to this vacancy,quoting E-VN-2012-001869. Applications must be received by Midnight EST on 26 December 2012.IN ORDER TO MEET THE MINIMUM ELIGIBILITY REQUIREMENTS FOR THIS PARTICULAR POST, A CANDIDATE MUST BE IN POSSESSION OF A US G-4 VISA (FOR NON US RESIDENTS) OR BE A US CITIZEN/PERMANENT RESIDENT IMPORTANT: As part of your applicant online profile on UNICEF's e-Recruitment site, please make sure your select “Release Profile” under Candidate Profile/Overview & Release.
Visit us at www.unicef.org/about/employ to register in our new e-Recruitment system and apply to this vacancy,quoting E-VN-2012-001869. Applications must be received by Midnight EST on 26 December 2012.IN ORDER TO MEET THE MINIMUM ELIGIBILITY REQUIREMENTS FOR THIS PARTICULAR POST, A CANDIDATE MUST BE IN POSSESSION OF A US G-4 VISA (FOR NON US RESIDENTS) OR BE A US CITIZEN/PERMANENT RESIDENT IMPORTANT: As part of your applicant online profile on UNICEF's e-Recruitment site, please make sure your select “Release Profile” under Candidate Profile/Overview & Release.
Please note that only candidates who are under serious consideration will be contacted. In the selection of its staff, UNICEF is committed to gender balance and diversity without distinction as to race, sex or religion, and without discrimination of persons with disabilities. Well qualified candidates are strongly encouraged to apply.
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