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.
* Create/Maintain knowledge base and documentation on processes, procedures, FAQ, known problems.
* Contribute 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 SCCM 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 MCITP (Microsoft Certified IT Professional), MCTS (Microsoft Certified Technology Specialist) is an advantage.
* Knowledge of ITIL and PRINCE2, or similar service and project management standards is desirable.
* Fluency in written and spoken English; working knowledge of another official IAEA language (Arabic, Chinese, 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.
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