Senior End-User Device Specialist - Solution Engineering

Hardship Level

H (no hardship)

Family Type

Family

Family Type

Family

Residential location (if applicable)

Grade

PR4

Staff Member / Affiliate Type

Professional

Reason

Regular > Regular Assignment

Target Start Date

2025-07-23

Deadline for Applications

August 8, 2025

Standard Job Description

Senior End-User Device Specialist

Organizational Setting and Work Relationships

The incumbent is UNHCR’s expert on End-User Devices (EUD), who will design the technical solutions that meet the organization’s requirements, align with its technical direction, are cost effective, and are well-maintained.

The post is in the IT Operations Section of ITS reporting directly to the Chief of IT Operations Section. Currently, there are no direct supervisory responsibilities for this post.

The incumbent is expected to interact laterally with the team’s technical experts to ensure the EUD solutions s/he designs and implements adhere to the relevant technical standards. S/he will work closely with the Global Service Desk (GSD), the Field Operations Support Section, Platform (Cloud) Services and the Security Operations Centre (SOC) to ensure requirements are well understood and solutions correctly implemented. As a key member of the ITS team, constant engagement with the other stakeholders, including Business Relationship Management, and Customer Support will be part of the daily role. Oversight of EUD solution development, implementation and support – as carried out by Managed Service Providers – is key to the role. Also, engagement with business stakeholders will be critical to ensure a clear understanding of requirements. Finally, the incumbent will also need to maintain close working relationships with technology vendors who provide and support the organization’s End-User Devices.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties

• Act as the organization’s expert advisor on EUD, designing the related solutions that meet the dynamic needs of the organization.

• Ensure continued expertise on technical developments of the various Windows desktop OS configurations, including deployment, patching and monitoring capabilities, as well as licensing models and cost-optimization features.

• Design secure, cost-effective, monitored, user-friendly, easy to administer desktop/laptop OS configurations which leverage cloud file systems and can run UNHCR standard desktop applications.

• Design and support patching and updating strategies for the above in view of UNHCR’s connectivity landscape.

• Develop technical roadmaps for EUD that are aligned with both business requirements and the strategic technical direction of UNHCR.

• Work with technical and business colleagues to understand and document explicit and implicit requirements related to EUD and their use.

• Validate these EUD requirements with development partners and technology vendors to ensure completeness and technical feasibility.

• Ensure requirements for initial solution development and subsequent changes are clearly documented and maintained over time.

• Include maintenance and support aspects in the design of any solution; work with Service Delivery Managers, Global Service Desk (GSD) and Site and Emergency Support Unit (SESU) to ensure EUD support requirements are well understood and correctly implemented.

• Prepare or assist in the preparation of comprehensive estimates for the development, licensing, and support of all EUD solutions.

• Design and implement monitoring strategies for EUD and present relevant reports to all parts of the organization.

• Develop and maintain clear technical documents to help partners support EUD solutions.

• Develop or oversee the development of test plans to comprehensively test all required features of the solution.

• Assist in the development and maintenance of EUD-related policies, procedures, guidelines, and standards that are relevant to UNHCR’s technical and operational landscape.

• Educate and enable both technical and business colleagues on the above EUD standards; support GSD, SESU, and SOC colleagues in their maintenance and implementation.

• Assist the SOC (Security Operations Centre) in establishing monitoring capabilities, baselines, responses, vulnerability scans, intelligence, and coordination appropriate for each new EUD solution.

• Ensure that adequate measures/solutions are in place for intrusion-prevention and detection, device encryption for EUD.

• Assist technical support groups in return-to-green efforts during major incidents.

• Review submissions to the Architecture Review Board (ARB) for adherence to EUD standards; assist the ARB in understanding potential shortcomings of proposed solutions and suggest remediation measures.

• Ensure that UNHCR’s Project-Management Life Cycle (PMLC) is understood by our technical partners and followed for all EUD projects.

• Lead risk assessments and discussions with team(s) to proactively manage risks and seize opportunities impacting objectives. Ensure that risk management principles are integrated in decision-making both at strategic and operational levels. Allocate resources for planned treatments with resource requirements in Strategic Plans. Ensure that risks are managed to acceptable levels and escalate, as needed. If a Risk Owner, designate the Risk Focal Point and certify that the annual risk review is completed and ensure that the risk register is updated during the year, as needed.

• Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level

For P4 - 9 years relevant experience with Undergraduate degree; or 8 years relevant experience with Graduate degree; or 7 years relevant experience with Doctorate degree

Field(s) of Education

Computer Engineering                                    Computer Science                            Data Science

Electric Engineering                                        Engineering                                      Information and Communication Technology

Information Systems                                       Information Technology                    Telecommunication

or other relevant field.

Certificates and/or Licenses

ITIL V3 Foundation Level                                Microsoft Tech Specialist                 Information Technology

MS Certified Technology Spec                       MS Certified Solutions Expert           Six Sigma

Computer Science

(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience

Essential

University degree in Computer Science, Information Technology or related field (see Education Fields above).

At least 9 years (7 years with advanced university degree) of experience in information technology, of which 7 should be in designing and implementing enterprise-grade IT solutions.

Demonstrated experience driving technology solutions from design to implementation, leveraging cross-functional teams comprised of staff, vendors, system integrators, outsourced partners, and contractors across multiple locations.

Proven success in designing and architecture blueprints and technical documentation for large organizations.

Strong familiarity with IDS/IPS solutions and malware management solutions.

Strong familiarity with public cloud technologies, especially Azure, including monitoring, administering and updating end user devices.

Broad knowledge of Microsoft Enterprise products, technologies and services.

Deep knowledge of Microsoft End Point Configuration Manager, Active Directory, Entra ID, Windows 10/11 OS with and without Trusted Platform Module (TPM) and BitLocker.

Strong experience with Intune product family, including device compliance, configuration profiles, application management, and reporting.

Deep knowledge of Windows, macOS, iOS, Android, and Windows 365 Cloud PC management.

Strong working knowledge of Microsoft 365 administration, Microsoft 365 Apps administration, and Entra ID administration.

Expertise in Microsoft Defender for Endpoint, including advanced security controls, vulnerability management, and Secure Score optimization.

Experience implementing CIS security baselines, Intune security baselines, and OS/browser hardening policies.

Strong understanding of zero-trust security, modern cyber threats, and risk mitigation strategies.

Expertise in automating application deployments, device configurations, and security controls using PowerShell.

Expertise in creating and maintaining complex, real-time Power BI dashboards to track security, compliance, and device performance.

Familiarity with hardware procurement processes, RFP drafting, and vendor collaboration.

Experience with large Wide Area Networks composed of high-latency, low-bandwidth connections, such as VSAT solutions.

Strong familiarity with ITIL concepts.

Experience with automated testing tools and techniques, including oversight of test plans and test matrices, project plans and scope and design documents.

Proven ability to document business and functional requirements using industry standard and generally accepted modelling methods using standard tools.

Experience working with outsourced providers in delivering services based on service level agreements.

Experience resolving problems, responding to and completing audit recommendations and actions.

Strong verbal communications and executive-level presentation skills.

Fluent written and spoken English.

Desirable

Knowledge of systems and processes within UNHCR, especially WAN and Refugee Systems technologies.

ITIL v3 certifications.

Familiarity with UNHCR’s Data Protection Policy and related GDPR concepts.

Expertise with BI tools for reporting, such as Microsoft Power BI.

Microsoft certifications such as:

M365 Fundamentals

Modern Desktop Administration

M365 Mobility and Security

Advanced university degree in ICT or engineering

Functional Skills

*IT-Computer Literacy

*IT-IT Report & Dashboard Design & Creation

*IT-IT Surveillance Monitoring Systems

*IT-IT Systems and Standards

*IT-IT Solution Engineering

*IT-Web Server Technology

*IT-IT Directory Services

*IT-IT Security Management

*IT-IT Workstation Operating Systems (OS)

*IT-IT Support

IT-IT Cloud Hosting Services

IT-Business Analysis (BA)

IT-IT Refugee Systems & Applications

IT-IT Network Monitoring & Alerting Tools

IT-IT Technical Troubleshooting

IT-IT Satellite Communications (VSAT)

IT-Local Area Networks (LAN)

IT-IT Wireless Communications Technology

IT-Customer Relationship Management (CRM) Software

IT-Biometrics

IT-IT Service Delivery Management

IT-Enterprise Resource Planning (ERP)

IT-IT Applications Development Lifecycle Methodology

IT-IT Application Development

IT-Microsoft Server Technology

IT-Wide Area Networks (WAN)

IT-IT Project, Program or Portfolio Management

IT-Web Application Development

IT-IT Application Release & Test Management

IT-IT Open Source Software or Application Development

IT-IT Risk Management

IT-IT Operations Management

(Functional Skills marked with an asterisk* are essential)

Language Requirements

For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.

For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.

For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

Competency Requirements

All jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.

Core Competencies

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies

Empowering and Building Trust

Judgement and Decision Making

Strategic Planning and Vision

Cross-Functional Competencies

Innovation and Creativity

Technological Awareness

Change Capability and Adaptability

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

Desired Candidate Profile

For this crucial position within the IT Division (DIST)/future Service (ITS), UNHCR requires a skilled solutions engineer who can liaise with multiple stakeholders: senior leaders and colleagues across IT disciplines, but also business partners in other Divisions, external technical colleagues, as well as a diverse end user community. S/he must have a deep understanding of end-user device management technologies (Microsoft Intune for endpoint management, device provisioning, security policies, asset tracking, etc.) to provide technical oversight for all end-user devices including mobile phones, printers, and tablets, ensure they are fit for purpose, secure, cost-effective, and well-maintained, and drive innovative, state-of-the-art solutions for device lifecycle management and optimization.


Furthermore, the candidate must be able to demonstrate abilities and proven experience in:
- Serving as the primary expert on end-user devices, crafting tailored technical solutions that align with organizational needs, budget constraints, and long-term maintenance goals.
- Leading the creation of secure, efficient, and user-centric configurations for desktops and laptops, integrating cloud-based storage and standard applications while optimizing patching and updates for diverse connectivity environments.
- Building comprehensive roadmaps for end-user device strategies that balance business demands with UNHCR's overarching IT vision.
- Collaborating with teams and vendors to capture, document, and verify requirements for device solutions, ensuring they are practical and fully feasible.
- Establishing robust monitoring frameworks for devices, generating insightful reports to inform stakeholders across the organization.
- Providing oversight and guidance to external service providers in developing, deploying, and maintaining device solutions, while enforcing service agreements.
- Formulating and upholding policies, standards, and guidelines for device management suited to UNHCR's unique operational and technical contexts.
- Guiding and training IT and business teams on device standards, while supporting security and support units in effective implementation and incident response.
- Conducting thorough risk evaluations for device initiatives, embedding proactive risk strategies into planning and operations to mitigate threats and capitalize on opportunities.

Required languages (expected Overall ability is at least B2 level):

,

,

Desired languages

,

,

Operational context

Occupational Safety and Health Considerations:

To view occupational safety and health considerations for this duty station, please visit this link:

https://wwwnc.cdc.gov/travel

Nature of the Position

Reporting relationships

The role does not currently foresee direct reports. However, the incumbent will be expected to provide oversight and direction to various vendors, consultants or managed services providers. He/she is expected to work closely with Service Delivery Managers in the End User Devices, Platform/Cloud and Security Operations Center. This is typically in project contexts, evaluations/tests of new products, or during return-to-green operations following a major incident.

Additional duties:

• Test new equipment against UNHCR standards to ensure compatibility with software and field conditions. Provide technical support and guidance to field colleagues

• Participate in Solution Engineering and related meetings, providing relevant data and analytics to support decision-making. Collaborate with peers to maintain technical alignment

• Attend relevant technical conferences and trade shows as required

Living and Working Conditions:

Copenhagen is a category H duty station with all modern facilities available.

Additional Qualifications

Skills

Education

Bachelor of Arts: Computer Engineering, Bachelor of Arts: Computer Science, Bachelor of Arts: Data Science, Bachelor of Arts: Electric Engineering, Bachelor of Arts: Engineering, Bachelor of Arts: Information and Communication Technology, Bachelor of Arts: Information Systems, Bachelor of Arts: Information Technology, Bachelor of Arts: Telecommunication

Certifications

Computer Science - Other, Information Technology - Other, ITIL Certification - Foundation Level - AXELOS Ltd, Microsoft Certified Solutions Expert - Microsoft, Microsoft Certified Technology Specialist - Microsoft, Microsoft Tech Specialist - Microsoft, Six Sigma - Other

Work Experience

Workforce to Supervise

Competencies

Accountability, Change capability & adaptability, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Innovation & creativity, Judgement & decision making, Organizational awareness, Strategic planning & visions, Teamwork & collaboration, Technological awareness

UNHCR Salary Calculator

https://icsc.un.org/Home/SalaryScales

Compendium

Add. 2 to the Bi-Annual 2025 Compendium - Part B

Additional Information

Functional clearance

This position doesn't require a functional clearance