Senior ICT Support Assistant

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Archived vacancy details

The following information is provided for archival purpose only.

Issued by: OSCE Secretariat
Vacancy number: VNSECG01519
Vacancy type: Local Contracted
Field of expertise: Information Technology and Information Management
Grade: G6
Number of posts: 1
Duty station: Vienna
Date of issue: 24 February 2020
Deadline for application: 10 March 2020 - 23:59 Central European Time (CET/CEST)
Date of entry on duty: 1 July 2020

Background

		The OSCE has a comprehensive approach to security that encompasses politico-military, economic and environmental, and human aspects. It therefore addresses a wide range of security-related concerns, including arms control, confidence- and security-building measures, human rights, combating human trafficking, national minorities, democratization, policing strategies, counter-terrorism and economic and environmental activities. All 57 participating States enjoy equal status, and decisions are taken by consensus on a politically, but not legally binding basis. The OSCE Secretariat in Vienna assists the Chairmanship in its activities, and provides operational and administrative support to the field operations, and, as appropriate, to other institutions. The Department of Management and Finance (DMF) is responsible for managing the material and financial resources of the Organization. The objective of DMF is to provide efficient and effective management of non-staff resources in support of OSCE programmatic activities. It provides policy guidance on the management of OSCE financial and material resources and develops and maintains OSCE Financial Regulations and Rules and Financial Administrative Instructions. DMF consists of Budget and Finance Services, Mission Support Section, Information and Communication Technology Section and the Information Security and Co-ordination Unit. Information and Communications Technology Services (ICTS) ensures efficient, available, and cost-effective management, operation and utilisation of Information Technology (IT) in support of the core business of the OSCE. This comprises activities associated with co-ordination, operation, management, development and implementation of Information and Communications Technology (ICT) supported projects and infrastructure. The OSCE Action Plan for the Promotion of Gender Equality is committed to further improving gender balance among staff in all areas and levels within the OSCE. Currently female staff in the above-mentioned field of expertise is underrepresented, and are therefore encouraged to apply for this opportunity.

Tasks and Responsibilities

		Under the direct supervision of the Chief Service and Support and the overall guidance of the Deputy Director ICT, as Senior ICT Support Assistant, you will be a member of the ICT Service and Support Team. You will provide IT service desk support to OSCE staff, delegations and participating States members and will support in sustaining the use of office automation and multimedia equipment. More specifically, you will be tasked with the following: Focusing on IT Infrastructure Library (ITIL) processes, providing Service Desk services; identifying, assessing and solving and/or escalating software and hardware related problems to second and/or third level; and managing and operating the ITIL based Service Desk tool; Providing classroom and virtual training on selected IT services; preparing ongoing instruction materials and performing in-house demo sessions; Creating and managing Active Directory objects; managing, group policies, producing scripts and templates to automate routine tasks, reporting on non-compliance events and performing regular security audits; Contributing to the endpoint architecture strategy, implementing the patch management policy and evaluating security updates for environment compatibility; establishing client standards and designing robust and scalable client solutions; Managing client hardware and software in accordance with the OSCE ICT Standards; diagnosing problems and monitoring non-standard usage; Performing technical evaluations and vendor assessments to ensure cost-effective and efficient operations; ensuring vendor performance is in accordance to the contractual obligations; conducting to annual vendor evaluation; Performing other job-related duties as assigned. For more detailed information on the structure and work of the OSCE Secretariat, please see https://www.osce.org/secretariat

Necessary Qualifications

		Secondary education or technical school combined with formal professional training in IT; MCP (Microsoft Certified Professional) certification in MCDST (Microsoft Certified Desktop Support Technician), MCSA (Microsoft Certified Solution Associate) or Microsoft Office Specialist is a strong asset; ITIL (Information Technology Infrastructure Library) Foundation certification is necessary; Minimum of six years of work experience in Help Desk/ICT duties; Direct experience with and advanced knowledge of Windows 7/10 system administration and maintenance, including deep knowledge of the registry, file system, processes, services, and security; Minimum of five years of work experience in application packaging technologies (MSI, Admin Studio, App-V); Established experience in Active Directory and Group Policy administration; experience in scripting/automation using PowerShell, VBS, etc. Good experience in ITIL processes, familiarity with continuous improvement approach with a view to maximize efficiencies; Knowledge or familiarity with mobility services and mobile device management and troubleshooting; Excellent written and oral communication skills in English; knowledge of other OSCE languages would be an asset; Interpersonal skills and ability to interact and work with staff at all levels; Excellent work ethic; must be able and willing to be a productive, reliable, and collaborative team member; Commitment to "internal client" and customer service principles; ability to project professionalism over the phone and in person; Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment; Demonstrated gender awareness and sensitivity, as well as the ability to integrate a gender perspective into tasks and activities; Experience of working in a multilateral/multicultural environment; ability to establish and maintain effective work relations with different cultural and national backgrounds.

Required competencies

		Core values Commitment: Actively contributes to achieving organizational goals Diversity: Respects others and values their diverse perspectives and contributions Integrity: Acts in a manner consistent with the Organization’s core values and organizational principles Accountability: Takes responsibility for own action and delegated work Core competencies Communication: Actively works to achieve clear and transparent communication with colleagues and with stakeholders of the Organization Collaboration: Works effectively with others on common goals and fosters a positive, trust-based working environment Planning: Works towards the achievement of goals in a structured and measured manner Analysis and decision-making: Analyses available information, draws well-founded conclusions and takes appropriate decisions Initiative-taking: Proposes and initiates new ideas, activities and projects Flexibility: Responds positively and effectively to changing circumstances Managerial competencies (for positions with managerial responsibilities) Leadership: Provides a clear sense of direction, builds trust and creates an enabling environment Strategic thinking: Identifies goals that advance the organizational agenda and develops plans for achieving them Managing performance: Helps to maximize team performance by providing active feedback and skill development opportunities

Remuneration Package

		Monthly remuneration, subject to social security deduction, is EUR 4,487 (12 times a year). OSCE salaries are exempt from taxation in Austria. Social benefits will include possibility of participation in the Cigna medical insurance scheme and the OSCE Provident Fund. Please note that appointments are normally made at step 1 of the applicable OSCE salary scale.

How To Apply

		If you wish to apply for this position, please use the OSCE's online application link found under https://jobs.osce.org/vacancies. The OSCE retains the discretion to re-advertise/re-post the vacancy, to cancel the recruitment, to offer an appointment at a lower grade or to offer an appointment with a modified job description or for a different duration. Only those applicants who are selected to participate in the subsequent stages of recruitment will be contacted. Please note that vacancies in the OSCE are open for competition only amongst nationals of participating States, please see http://www.osce.org/states. The OSCE is committed to diversity and inclusion within its workforce, and encourages qualified female and male candidates from all religious, ethnic and social backgrounds to apply to become a part of the Organization. Please note that for this position the OSCE does not reimburse expenses such as travel in connection with interviews, tests, visas and relocation. Please be aware that the OSCE does not request payment at any stage of the application and review process.