Ict Support Assistant

vor 2 Monaten

Wien, Österreich OSCE Vollzeit

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 Chairpersonship in its activities, and provides operational and administrative support to the field operations, and, as appropriate, to other institutions.

The OSCE Secretariat's 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) Section is responsible for the delivery of Information and Communications Technology (ICT) in support of the core business of the OSCE. This includes the management, operation, implementation, support, and maintenance of ICT projects, systems, and infrastructure and the delivery of ICTS support services to the Secretariat. ICTS provides corporate ICT services, ICT policy guidance, and support to all OSCE Institutions and Field Operations. The Section consists of four units: Infrastructure Operations Unit, Services and Support Unit, Functional Support Unit, and Software Development Unit.

Tasks and Responsibilities:
As ICT Support Assistant, you will be a member of the Secretariat ICT Service Desk and be responsible for providing ICT support services to OSCE Computing Resources Users, mainly Vienna-based personnel. You will respond independently to ICT queries, service requests, and incidents that are within your areas of expertise, and will provide guidance on technical matters to other ICT staff and teams within ICTS and in OSCE executive structures.

You will work under the direct supervision of the Chief, Services and Support, and under the overall guidance of the Deputy Director, Head of Information and Communication Technology Services (DD/ICTS).

More specifically, you will perform the following duties:

- Client ICT equipment support: distributing, supporting, maintaining, and tracking the inventory of ICT client equipment assigned to Vienna-based Computing Resources Users. Carrying out limited in-house equipment repairs;
- ICT Documentation: assisting in drafting ICT documentation, including manuals, guides, configuration items, procedures, and processes;
- ICT Training: assisting in developing training material and participating in the delivery of various types of training to OSCE Computing Resources Users and ICT peers. Includes ad-hoc training during user onboarding; scheduled training for newcomers; technical-training for ICT colleagues; specialized training for OSCE users during systems upgrades or the introduction of new ICT systems;
- ICT purchasing, software license administration, and vendor communications: co-ordinating ICT purchases with vendors. Administering software licenses, including assigning licenses, monitoring license availability, and reporting on license utilization. Formulating requirements for ICT client equipment and accessories. Communicating with hardware vendors about warranty repairs, goods deliveries and technical issues;
- Other duties as assigned.

Necessary Qualifications:

- Completed secondary education; a first-level university degree in Information Technology, Computer Science, IT Security, Computer Engineering or related fields is an asset;
- Certification in ITIL (Foundation level or higher) is desirable;
- Certification in project management (PRINCE2 Foundation or equivalent) is desirable;
- A minimum of five years of working experience in ICT service delivery and support, preferably in an international or public sector environment; a university degree in a relevant field may be considered as a substitute for up to two years of working experience only to determine eligibility;
- Experience in working with Microsoft Active Directory;
- Experience in supporting ICT client equipment (including PCs, smartphones, and tablets);
- Experience in developing ICT user training material and documentation, and delivering in-person and virtual training courses is desirable;
- Experience in working as a member o

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