International Atomic Energy Agency
Vacancy Notice No. 2012/283

Position and Grade: IT Systems Technician (G-4)
Organizational Unit: Services Delivery Unit
Customer Services Section
Division of Information Technology
Department of Management
Duty Station: Vienna, Austria
Issue Date: 7 January 2013
Application Deadline: 6 February 2013
Type of Appointment: Temporary Assistance (subject to a probationary period of 1 year)
CCOG codes: 2.A.05

Organizational Setting

The Division of Information Technology is one of the six divisions in the Department of Management. The Division of Information Technology (MTIT) 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 state-of-the-art hardware and software platforms located in a central data centre. 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 Customer Services Section is responsible for setting standards and the provision of support of the IAEA's desktop computing environment and development of IAEA staff's computing skills. The IT Service Desk serves as the key contact point for users of IAEA's IT services to over 2,000+ internal users, and provides first and second-level support of the IAEA's standard desktop computing environment's hardware and software. In addition, the IT Service Desk provides support to IAEA meeting attendees, Board of Governors members, and General Conference representatives to ensure that these high-profile persons have access to computing services while in the VIC.

Main Purpose

Under the Supervision of the Head of the Service Delivery Unit, Customer Services Section, the IT Systems 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 Systems 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.

Working Relationships

The IT Systems Technician keeps excellent levels of communication with IAEA staff members. He/she interacts daily with the Head of the Service Delivery Unit and other members of the Section to coordinate Service Desk related activities.

Functions / Key Results Expected

  • Act as point of contact for responding, resolving, and tracking all service calls received by the MTIT Service desk. Manage service calls received by logging it to the online system, prioritize and monitor until completion.
  • Respond and solve incidents/service requests including troubleshooting, installation, 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 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.
  • 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.

Knowledge, Skills and Abilities

  • Strong up-to-date computer skills: Advanced technical knowledge and troubleshooting skills of Windows 7, Office 2010 suite and other related software.
  • Advanced knowledge in troubleshooting LAN, internet, PC and laptop issues.
  • Strong IT Service Desk related experience with ability to deal with established deadlines and priorities.
  • 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, with ability to translate technical information to non-technical staff.

Education, Experience and Language Skills

  • Completed secondary education and post-secondary training/diploma in computer sciences at a recognized business institute.
  • Minimum of four years of relevant working experience providing IT support to users in a LAN environment.
  • Hands-on experience and familiarity with desktop software and hardware and other IT devices.
  • Knowledge of ITIL processes is an advantage.
  • English Language Test (Level 2) and English Typing Test (Level 2) to IAEA standard.
  • Good knowledge of both written and spoken English. Working knowledge of German desirable. Knowledge of another official IAEA language (i.e. Arabic, Chinese, French, Russian or Spanish) an asset.

Remuneration

The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at €35 512 (subject to mandatory deductions for pension contributions and health insurance), six weeks' annual vacation, pension plan and health insurance.

How to Apply

Internal and external applicants need to complete an IAEA Personal History Form. Internal applicants are required to apply online at https://personnel.iaea.org. External applicants are required to apply online at http://recruitment.iaea.org. You can find more information about employment opportunities and working at the IAEA at http://www.iaea.org/About/Jobs. No e-mail or hard-copy application will be accepted. All applicants will be informed of the outcome of their application in due course. Applications received after the application deadline will not be considered. Applicants who do not comply with the aforementioned application guidelines or do not meet the essential requirements specified in this Vacancy Notice will not be considered.

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.


Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. 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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