IT Systems Support Technician (SG)(G5)

Organizational Setting

The Department of Safeguards (SG) is the organizational hub for the implementation of IAEA safeguards. The IAEA implements nuclear verification activities for some 180 States in accordance with their safeguards agreements. The safeguards activities are undertaken within a dynamic and technically challenging environment including advanced nuclear fuel cycle facilities and complemented by the political diversity of the countries.

The Department of Safeguards consists of six Divisions\: three Operations Divisions\: A, B and C, for the implementation of verification activities around the world; three Technical Divisions\: Division of Concepts and Planning, Division of Information Management, and Division of Technical and Scientific Services; as well as three Offices\: the Office for Verification in Iran, the Office of Safeguards Analytical Services and the Office of Information and Communication Services.

The main objective of the Department is to maintain and further develop an effective and efficient verification system in order to draw independent, impartial and timely safeguards conclusions, thus providing credible assurances to the international community that States are in compliance with their safeguards obligations. The departmental operating environment is interactive, participative and dynamic with continuous inputs received from the Board of Governors, the General Conference, policy- and decision-makers, as well as counterparts in Member States and in the international development community.

Within the Department of Safeguards, the Office of Information and Communication Systems (SGIS) is the centre of competence for the specification, development and maintenance of information and communication technology (ICT) systems and for the management of all ICT infrastructure and services to support safeguards. In partnership with other organizational entities, SGIS is responsible for planning and implementing an ICT strategy as well as enforcing ICT standards.

The User Support Section is responsible for ensuring that the Department of Safeguards has high quality computer services 24 hours a day, by providing ICT support to end users at the Agency's Headquarters, Regional Offices, and remote safeguards sites, as well as to inspectors in the field. The Section supports and manages users' ICT equipment centrally, enforces electronic security measures, safeguards IAEA data by implementing data encryption, provides the necessary electronic tools to satisfy the Department's information security requirements and quality customer support, and controls the life cycle of hardware and software.

Main Purpose

Reporting to the Team Leader, the IT Systems Support Technician is a SG Service Desk team member and focal point for IT incidents and service requests. He/She contributes to availability of documentation and manuals for reference on all related matters.

Functions / Key Results Expected

As a member of the SG Service Desk, following standard operating procedures, provide quality Level 1 support and services to users of Safeguards applications in all SG domains\:

• Address service requests and incidents channelled through the SG Service Desk. Follow up on incoming calls, service requests and reported incidents in a rotating roster, providing necessary solutions or further needed escalation. Respond to users emails and document the incidents or service requests in the Service Desk application.
• Support the procurement process of SG end-user equipment by carrying out compatibility tests and proposing hardware and spares replacements according to IT equipment lifecycles. Schedule and execute installations, configurations and maintenance of SG end-user equipment, including desktops, notebooks, printers, scanners, monitors and tokens for encryption and remote access solutions.
• Enrol, troubleshoot and replace SG mobile devices. Ensure the governance of the SG end-user equipment, including location, patching, encryption, and connectivity. Ensure secure write-off and disposal of data storage media.
• Provide physical security services to Safeguards and NSNS. Support the Safeguards Security Management System (SMS) including Legic card programming, Legic card inventory management, security incident reporting, monthly reports, review of CCTV and access levels. Perform daily system health checks of system alarms, including analysis and response.
• Provide access management as applicable. Maintain and update user accounts in all SG domains, including access rights and permissions to all SG environments, Safeguards applications and access to remote and virtual PCs.
• Prepare technical documentation and standard operating procedures for regular service requests, software installations and deployment, application support, access management, user equipment management and physical security.

Competencies and Expertise

Core Competencies

Functional Competencies

Required Expertise

Qualifications, Experience and Language skills

• Completed secondary education. Post-secondary training in computer science an asset.
• Minimum of five years relevant working experience in the installation, configuration, troubleshooting, maintenance and replacement of end-user software and hardware (desktops, notebooks, printers, scanners and mobile devices) of which two years in a service desk area or in an area similar to IT support.
• Experience in/knowledge of the Safeguards IT environment would be an asset.
• Experience in drafting and formatting reports and technical documents.
• Excellent oral and written command of English. Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian and Spanish) is an asset.
• English language test (level 2) and typing test (level 2) to IAEA standard.

Remuneration

The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at EUR 43865 (subject to mandatory deductions for pension contributions and health insurance), 6 weeks' annual vacation, pension plan and health insurance

Appointment is subject to a satisfactory medical report. Recruitment will be on a LOCAL BASIS only. Outside applicants are required to supply to the IAEA or to authorize it to seek all information relevant to their suitability for employment by the IAEA. Testing may be part of the recruitment process.
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Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. The IAEA is committed to applying the highest ethical standards in carrying out its mandate. As part of the United Nations common system, the IAEA subscribes to the following core ethical standards (or values)\: Integrity, Professionalism and Respect for diversity. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or with a different contract type, or to make an appointment with a modified job description or for shorter duration than indicated above.
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