IT Support Technician, Vienna, Austria
Organization: International Atomic Energy Agency (IAEA)
City: Vienna, Austria
Office: IAEA Vienna, Austria
Closing date: Thursday, 5 November 2020
IT Support Technician(G5)
( 2020/0432 (154490) )
Organization: MTIT-Services Delivery Unit
Primary Location: Austria-Vienna-Vienna-IAEA Headquarters
Job Posting: 2020-10-08, 11:17:27 AM
Contract Type : Temporary Assistance
Probation Period : 1 Year
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.
Under the Supervision of the Head of the Service Delivery Unit, Client Services Section , the IT Support Technician provides support for the maintenance, installation, configuration, repair, and removal of hardware and software items, and follows up and resolve incidents received by the MTIT Service desk. He/she provides efficient support to clients in the utilization of IAEA’s information systems resources and ensures that issues reported are logged and addressed. The IT Support Technician is responsible for first level support related to regular maintenance of end user systems and software, such as desktops, laptops, mobile devices and other multifunctional devices. The IT Support Technician provides first level support for the ERP System, Agency-Wide Information System for Programme Support (AIPS).
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.
A support agent providing first level support, addressing ERP related incidents, issues and requests.
Contribute to the development and implementation of ERP user support and training modules and manuals.
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.
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Participate in projects, including implementation of hardware and software tools and systems.
Competencies and Expertise
Planning and Organizing
Plans and organizes his/her own work in support of achieving the team or Section’s priorities. Takes into account potential changes and proposes contingency plans.
Communicates orally and in writing in a clear, concise and impartial manner. Takes time to listen to and understand the perspectives of others and proposes solutions.
Takes initiative in defining realistic outputs and clarifying roles, responsibilities and expected results in the context of the Department/Division’s programme. Evaluates his/her results realistically, drawing conclusions from lessons learned.
Actively contributes to achieving team results. Supports team decisions.
Gathers and analyses information, identifying critical relationships and patterns among data and proposes workable solutions.
Establishes effective relationships with clients to understand and meet or exceed their needs. Finds ways to ensure client satisfaction.
Able to remain calm in emotionally charged situations. Accepts constructive feedback in a positive manner and is able to cope with setbacks.
IT Help/Service Desk
Experience in providing IT Service Desk related support to end users following best practice such as ITIL.
Strong knowledge of Information Security.
Oracle ERP Functional Services
Some or basic knowledge of Oracle ERP products.
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 ERP (Oracle) users as well as IT support to end users in the LAN environment.
Hands-on experience and familiarity with end user device software and hardware.
Technical knowledge and troubleshooting skills of Windows 10, O365, and Office 2016 as well as other related software 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 management is an advantage.
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.
Knowledge of ITIL processes is an asset.
Good 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.
The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at EUR 47422 (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.
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.