Duties and responsibilities:
Under the supervision of the Head, Helpdesks and Deployment Unit, Network and Systems Support Section, International Monitoring Systems Division (IMS):
- Act as focal point for reporting, logging, and performing initial troubleshooting of all computer incidents reported by users;
- Escalating unresolved incidents to other internal support teams for further investigation and resolution;
- Participate in the deployment of client computing devices, i.e. desktops, laptops, and peripherals based on Windows XP/7 platform;
- Liaise with desktop, laptop, and printer vendors to ensure timely repair of faulty computer equipment;
- Deploy Unix/Linux based workstations throughout the organization, ensuring their connectivity to other shared devices, i.e. printers, and regularly update the Unix/Linux workstation inventory;
- Provide tier 1 and tier 2 computer support to Unix/Linux computer users, and liaise with other internal teams and equipment vendors to ensure timely resolution of problems and repair of faulty equipment;
- Receive NDC Hardware equipment deliveries, participate in assembling, testing and installing NDC computer systems;
- Coordinate packaging and shipment of NDC equipment to designated NDC offices;
- Provide timely computer support for Policy Making Organs (PMO) Conferences/meetings as required, including setting-up equipment, in-session computer support, and disassembling equipment after conferences/meetings;
- Provide timely computer support for internal training sessions, NDC training sessions, and Science and Technology (S&T) activities as required, including equipment configurations, set-up, in-session computer support, and disassembling equipment after each event;
- Assist in the development of specifications for new computer hardware purchases;
- Assist users in maximizing their use of information and technology tools by proving hands on assistance to users, log help requests and follow-up accordingly to ensure user satisfaction with the assistance provided;
- Perform other duties as assigned.
Qualifications:
- Completed secondary school education and relevant technical training. Education beyond high school in a field relevant to the work is highly desirable;
- At least 5 years relevant working experience and a high level of computer technical support experience;
- Knowledge of common desktop hardware and software platforms and standards;
- Excellent knowledge of Microsoft products – Windows XP/7, Office 2007/2010, IE, etc;
- Knowledge of helpdesk procedures and processes, specifically incident/service and problem management;
- Intermediate knowledge in Linux installation, administrative and troubleshooting tasks;
- Excellent written and oral communication skills in English are essential; Working knowledge of one of the other official languages of the CTBTO Preparatory Commission is an asset.
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