IT Support Technician(G5)

Organizational Setting

The Department of Management (MT) provides a 'platform of services' that serves as a foundation for the successful delivery of the IAEA's scientific and technical programmes. Its mission is as follows\: "MT is a partner and a business enabler that champions change and efficiency, leveraging a common purpose". Thus, among other support activities, it assists a scientific manager in recruiting the right expert, helps a technical officer coordinate the pruchase of radiation equipment, and ensures that all Board documents are translated and distributed on a timely basis to Member States.

The Division of Information Technology provides support to the IAEA in the field of information and communication technology (ICT), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an ICT strategy, for setting and enforcing common ICT standards throughout the Secretariat and for managing central ICT services. The IAEA's ICT infrastructure comprises hardware and software platforms, and cloud and externally-hosted services. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and Prince2 (Projects in a Controlled Environment) best practices.The Client Services Section (CSS) is responsible for setting standards, providing first and second level support of the IAEA's desktop computing environment, delivery of the IAEA's IT training programme and promoting client oriented services. It designs, manages and implements desktop services, including their architecture, processes and policies to meet current and future business requirements. It aims at achieving the delivery of agreed levels of services to clients in compliance with best practices defined by international standards, in particular ITIL.

Main Purpose

Under the Supervision of the Head of the Service Delivery Unit, Customer Services Section, the IT Support Technician will provide support for the maintenance, installation, configuration, repair, and removal of hardware and software items, and will follow up and resolve incidents received by the MTIT Service desk. He/she provides efficient support to customers in the utilization of IAEA's information systems resources. He/she ensures that issues reported are logged and addressed in a timely and customer friendly manner. The IT Support Technician is responsible for first line support related to regular maintenance of desktop systems and software, peripherals such as laptops, printers, photocopiers, scanners and other IT equipment.

Functions / Key Results Expected

• Act as point of contact for responding, resolving, and tracking all incidents and service calls received by the MTIT Service desk. Manage calls (incidents and service requests) received by logging it to the online system, prioritize and monitor until completion.
• Respond and solve incidents/service requests including troubleshooting, installation, and removal of hardware/software using supplied installation instructions and tools, following agreed testing and implementation standards. Deploy new or upgraded desktops, laptops or core application images.
• Deploy, test and support IAEA's standard desktops, laptops, tablets, mobile devices and all other peripherals including supply of consumables. Develop and/or enhance installation and configuration procedures as well as documentation.
• Assist with resolving problems (e.g. poor performance) and faults (e.g. system failure) occurring in the operation of hardware and software - especially those requiring greater installation expertise.
• Conduct tests of hardware and/or software using test procedures and diagnostic tools; correct malfunctions, calling on other experienced colleagues and external resources as required, documenting results in accordance with agreed procedures.
• Maintain IT equipment in meeting rooms, training rooms and conference centre.
• Troubleshoot issues related to LAN network and wireless network.
• Participate in the scheduling of installation work and changes, liaising with all concerned to ensure that priorities are met and disruption to the organisation and user is minimised.
• Participate in projects, including implementation of hardware and software tools and systems.
• Coordinate work schedule of vendor technicians and contractors, especially in hardware related activities.
• Maintain an inventory control of assets and software and dispose damage parts in an appropriate manner. Manage spare parts store and arrange replenishment in time.
  

Competencies and Expertise

Core Competencies

Functional Competencies

Required Expertise

Qualifications, Experience and Language skills

• Completed secondary school, post-secondary training/diploma in computer sciences is desirable.
• Minimum of five years of relevant working experience providing IT support to users in a LAN environment.
• Hands-on experience and familiarity with desktop software and hardware;
• Technical knowledge and troubleshooting skills of Windows 7, Office 2010 suite and other related software is desirable.
• Knowledge and experience in Windows 8, Office 365 and Office 2013 is desirable.
  Strong IT Service Desk related experience with ability to deal with established deadlines and priorities.
• Knowledge and experience in emerging technologies such as cloud computing, mobile device managent is an advantage.
• Excellent problem solving skills.
• Organizing skills\: Ability to prioritize work assignments, organize own schedule, perform routine work independently, act pro-actively, meet deadlines, adapt to changing demands and multitasking.
• Excellent interpersonal skills, including the ability to operate effectively across organizational boundaries and to deal effectively with customers, colleagues and other technical staff in a professional, efficient, courteous and friendly manner.
• Ability to work effectively as a team member with staff at all levels in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity.
• Excellent communication skills (written, verbal and listening), with ability to translate technical information to non-technical staff.
• Knowledge of ITIL processes is an advantage.
• 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) to IAEA standard.

Remuneration

The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at EUR 44684 (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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