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Vacancy Notice No.

2014/032
Position and Grade: Organizational Unit: IT Systems Engineer (P-2) Services Delivery Unit C ustomer Services Section Division of Information Technology Department of Management Vienna, Austria 27 February 2014 10 April 2014 Fixed term, 3 years (subject to a probationary period of 1 year)

Duty Station: Issue Date: Application Deadline: Type/Duration of Appointment:

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 statement 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 purchase 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 IC T (information and communication technology), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an IC T strategy, for setting and enforcing common IC T standards throughout the Secretariat and for managing central IC T services. The IAEA's IC T infrastructure comprises state of the art hardware and software platforms in a partially decentralized environment. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and Prince2 (Projects in a C ontrolled Environment) best practices. The C ustomer Services Section 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 customer 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 customers in compliance with best practices defined by international standards, in particular ITIL.

Main purpose
Reporting to the Head of the Service Delivery Unit, the IT Systems Engineer is responsible for maintaining a customer service focus at all times delivering quality and proficient service while resolving incidents and problems professionally and efficiently as well as ensuring that the IT Service Desk staff has knowledge, resources and skills to provide excellent service to customers at the IAEA.

Role
The IT Systems Engineer is (a) a IT Service Desk team member, (b) a solution provider, troubleshooting and fixing technical and process issues, (c) a project manager (d) and a coach and mentor.

Partnerships
The IT Systems Engineer works closely with other members of the Service Delivery Unit, staff in the Agency and vendor companies to resolve incidents and problems and oversees, monitors and administers incident and problem responses. He/she also interacts with other staff in the Division to support cross-sectional projects and activities.

Functions / Key Results Expected


Provide resolutions, workarounds, and recommendations for incidents assigned or logged by customers, following IT Service Management (ITSM) processes. Act as first and second level support for incidents reported to IT service desk. Ensure incident and problem management processes are correctly followed. Liaise with Problem Manager(s) to ensure prompt resolution of problems within SLA/OLA targets. Monitor all open incidents to ensure business expectations and SLAs are met. Review regularly, randomly selected incidents and service requests to ensure ITIL process & tool compliance. Support and maintain Agency's standard software, hardware and operating systems following procedural standards and within agreed time frames. Produce periodic ITSM reports and distribute to all identified stakeholders. C reate/Maintain knowledge base and documentation on processes, procedures, FAQ, known problems. C ontribute to a managed workplace by producing and maintaining technical information, IT standards, service policies, and request forms.

Knowledge, Skills and Abilities


Strong IT Service Desk related experience with ability to deal with established deadlines and priorities. Advanced technical knowledge and troubleshooting skills of Windows 7 and MS Office suite of products. Advanced troubleshooting knowledge of PC /laptop issues. Knowledge of Service Desk tools for incident logging and tracking, desk performance and IT Service Desk operations. Good interpersonal skills and people skills to deal effectively with customers, colleagues and other technical staff in a courteous and friendly manner. Highly effective written and verbal communication skills directed at audiences at all levels. Excellent problem solving skills and result orientation. Strong organization and time management skills. Ability to deal with multiple, competing demands, and to multi-task. Ability to take on new tasks and responsibilities when necessary; can be flexible; is willing to learn. Interest in continual learning and improvement. Ability to work in a multicultural environment with sensitivity and respect for diversity.

Education, Experience and Language Skills


University degree in computer science, information management or a related field. A minimum of two years of professional experience in technical support and troubleshooting desktop client hardware and software issues including operating systems, MS Office suite of products and different utility software programs, in an IT Service Desk with in an IT enterprise environment. Hands-on experience in desktop operating system maintenance and troubleshooting, and installation and support of MS Windows. Hands-on experience in deployment of software

packages. Technical knowledge of Active Directory, Group Policy, Software deployment tools like SC C M and SharePoint experience a plus. Experience of working in an IT enterprise environment, including using incident, problem and change management processes and creating documentation. Microsoft certification such as MC ITP (Microsoft C ertified IT Professional), MC TS (Microsoft C ertified Technology Specialist) is an advantage. Knowledge of ITIL and PRINC E2, or similar service and project management standards is desirable. Fluency in written and spoken English; working knowledge of another official IAEA language (Arabic, C hinese, French, Russian or Spanish) is an asset.

Remuneration
The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $46 819 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $31 275*, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; 6 weeks' annual vacation, home leave, pension plan and health insurance. How to apply to the IAEA C omplete an Online Application * Subject to change without notice

Applications from qualified women and candidates from developing countries are encouraged 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. Testing may be part of the recruitment process.