Information Technology Assistant

The Information Technology Assistant supports day-to-day server service operations, coordination, installation, and administration within the Infrastructure Management Section of UNON. The role involves managing physical and virtual server infrastructure, data centre operations, procurement and logistics, and providing technical support and service coordination.

Responsibilities

• Installs, configures, tests, deploys and maintains physical and virtual server infrastructure, including LANs, Windows Server, Linux, Unix, virtualization platforms, open-source systems, Citrix, database systems, Internet and web services, DNS, DHCP, mail relay systems, Active Directory, and security software.
• Administers, manages, monitors, and provides technical support for physical and virtual server infrastructure, ensuring optimal performance, availability, reliability, and security.
• Independently manages and supports Windows, Linux, Unix, and other open-source server operating systems with minimal supervision, applying technical expertise to maintain operational efficiency and service continuity.
• Performs troubleshooting and root-cause analysis of server, virtualization and infrastructure-related issues and escalates unresolved problems.
• Liaises with IT Service Desk teams and user departments to maintain efficient, reliable, and secure server operations.
• Performs 24x7 operational support for assigned systems and services as required.
• Assists in identifying requirements for new systems and opportunities for re-engineering or enhancing existing systems and infrastructure.
• Responds to requests from user offices and assists in deployment and configuration of systems to ensure compliance with infrastructure standards and best practices.
• Implements, monitors, tests, and reviews server backup, recovery and restoration processes.
• Collects, analyzes, and reports on infrastructure performance, capacity, availability, and reliability metrics, providing recommendations for continuous improvement.
• Maintains comprehensive and up-to-date documentation of server systems, operational procedures, configurations, and system administration activities.
• Ensures compliance with organizational policies, security standards, and industry best practices related to server administration and infrastructure management.
• Receives and logs problem calls or service requests in the automated tracking system with minimum delay.
• Attempts to resolve problem tickets or service requests on initial contact.
• Performs tasks related to scheduled service requests including equipment replacement, installation, software installation, LAN connection, return to stock, site surveys.
• Diagnoses, resolves and troubleshoots hardware, software, or connectivity problems with minimum delay.
• Logs all actions in the automated tracking system.
• Acts as a problem escalation point for focal point technical staff.
• Escalates problems/tasks to appropriate parties as per procedure.
• Detects problem patterns and recommends solutions.
• Receives, unpacks, inspects, and verifies Data Centre, Switch Room, network, server, and end-user computing assets delivered by vendors and suppliers.
• Records and maintains asset information and transactions within inventory and asset management systems.
• Initiates, prepares, and manages requisitions for hardware, software, licenses, subscriptions, applications, network equipment, Data Centre infrastructure, and related ICT services through the ERM system.
• Monitors inventory levels, maintenance contracts, software licenses, and equipment lifecycles and initiates procurement actions as needed.
• Coordinates with procurement, finance, vendors, and user departments throughout procurement lifecycle.
• Recommends and justifies acquisition, upgrade, replacement, or disposal of hardware, software, applications, devices, tools, and infrastructure components.
• Performs hardware preparation, configuration, testing, imaging, and deployment activities.
• Sorts, stores, tracks, and manages ICT equipment and materials in accordance with inventory controls and policies.
• Prepares, issues, and releases equipment, software, and related ICT resources for operational use and service requests.
• Ensures compliance with organizational security, procurement, asset management, and inventory control policies and standards.
• Liaises with other ICT units, focal points, vendors, and user departments to support procurement planning, logistics coordination, asset tracking, and service delivery.
• Manages and maintains campus-wide Data Centre and Switch Room facilities ensuring compliance with ISO, TIA, ASHRAE, and organizational standards.
• Oversees day-to-day operation, monitoring, environmental monitoring, capacity planning, maintenance, and continuous improvement of Data Centre and Switch Room environments.
• Coordinates with internal stakeholders, vendors, and user departments to ensure Data Centre and network infrastructure services meet business requirements and service-level expectations.
• Leads and manages campus-wide structured cabling infrastructure and support team.
• Plans, implements, and monitors structured cabling installations, upgrades, testing, certification, and remediation activities.
• Provides technical leadership and support for troubleshooting network connectivity issues and structured cabling faults.
• Assists in planning Data Centre capacity including rack space utilization, power, cooling and infrastructure growth requirements.
• Occasionally supervises a team of technical, service coordination, and logistical staff for special projects.
• Receives and logs service requests in automated request management system.
• Creates and assigns work orders and distributes work assignments.
• Liaises with other ICT areas to facilitate completion of service requests.
• Provides advice to clients regarding ICT standards and workflow processes.
• Performs quality assurance procedures to ensure client satisfaction.
• Addresses escalated problems and monitors to resolution.
• Detects problem patterns and recommends solutions.
• Keeps abreast of latest ICT standards and technology developments.
• Provides basic training to end-users on standard systems and applications.
• Provides guidance and training to new/junior technical staff.
• Prepares, maintains, and updates files and internal databases.
• Drafts end-user and/or technical documentation and reports.
• Performs other duties as required.

Requirements

• High school diploma or equivalent is required.
• Supplemental courses/technical certificate in information technology or any other related field is required.
• Certification in Comptia A+ and Microsoft Certification in Azure Cloud Foundation is required.
• A minimum of seven (7) years of progressively responsible experience in information systems, server administration, data centre operations, network infrastructure management, ICT support services, or a related field is required.
• The minimum years of relevant experience is reduced to five (5) years for candidates who possess a first-level University degree.
• Experience in administering and managing Linux, Windows and virtual server environments, including server configuration, deployment, monitoring, maintenance, security, and troubleshooting, is required.
• Experience in managing Data Centre facilities and Switch Room operations, including environmental monitoring, power, cooling, physical infrastructure, and compliance with industry standards and best practices, is required.
• Experience administering and supporting open-source databases, web applications, and related technologies, including Apache, MySQL, MariaDB, PostgreSQL, and similar platforms, is desirable.
• Experience in ICT service delivery, end-user support, vendor and service provider coordination, and engagement with counterparts and clients is desirable.
• Experience in scripting, infrastructure automation, enterprise backup and recovery, disaster recovery solutions, and the use of automation tools to streamline operational and administrative tasks is desirable.
• Experience preparing technical documentation, operational procedures, standards, reports, and system administration documentation, together with demonstrated ability to work independently, manage multiple priorities, and provide technical leadership in operational environments, is desirable.

Skills

• CompTIA A+ Certification
• Microsoft Azure Cloud Foundation
• System Administration
• Linux Server Administration
• Windows Server Management
• Virtual Server Environments
• Data Centre Operations
• Switch Room Management
• Environmental Monitoring
• Power and Cooling Management
• ICT Service Support
• Network Infrastructure Management
• Open-source Database Administration
• Apache Web Server
• mySQL database
• Public Infrastructure Management
• Postgres Database
• ICT service delivery
• Implementation Coordination
• Technical Documentation Production
• Infrastructure Automation
• Enterprise Backup and Recovery
• Disaster Recovery
• Scripting
• MariaDB

Languages

English