Systems and Operations Engineer

VN Category (INT / EXT / EOI):

External29-10-2024Grade 6

Job Category:

ProfessionalFixed-termCHF89,334.00

This is an external vacancy notice open to external candidates and WTO staff. It is posted on the WTO internal as well as external career site. Eligible WTO staff on short-term, fixed-term or regular contracts and interns must apply through the Workday internal career site.

This is a Fixed-term contract funded through the regular budget. The duration will be two years with the possibility of extension, unless specified in the vacancy notice.

The WTO seeks to attract and retain staff members offering the highest standards of competence, efficiency and integrity and to build an organization that is representative of the Members and People it serves. As an equal opportunity and inclusive employer, the WTO gives full regard to competence and welcome applications from qualified candidates irrespective of age, disability status, gender, nationality, race, religion, sexual orientation, social origin or any other characteristic. Applications from non-represented Members (link) are particularly encouraged for all positions.

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The Secretariat of the WTO is seeking to fill a position of Systems and Operations Engineer in the Client Services Section (CSS) of the Information Technology Solutions Division (ITSD). 

CSS is responsible for a range of essential functions within the organization, including Email Management, IT Service Management, Digital Workplace for Microsoft 365 and Client Cloud Administration, Hardware Selection, PC Deployment Infrastructure and Client Configuration, Application Packaging Management, Printing and Photocopying Management, IT User Training Design, and the Mobile Access Gateway.

General Functions

Reporting to the Chief of CSS, the incumbent will be responsible for various services within the section, including Hardware Selection, PC Deployment Infrastructure, and Client Configuration. As the service owner for these areas, the incumbent will be accountable for driving continuous improvement and ensuring excellent operational performance in collaboration with service providers.

Key functions include:

1.    Project manage the upgrades of Windows operating systems to the latest supported versions across both Production and Kiosk environments. This includes coordinating and executing necessary updates such as BIOS, driver, and firmware, while ensuring the stable operation and ongoing support of the entire environment.
2.    Coordinate and oversee the delegation of OS imaging for all workstations, including the management of Group Policy Objects (GPOs), BIOS settings, and other configurations, to the service providers.
3.    Oversee the management of the pool of machine in the Data Centre used by external translators, and ITSD consultants and developers. Additionally, lead the development of projects aimed at migrating to innovative solutions such as virtual machines environments.
4.    Ensure all WTO workstations are equipped with up-to-date antivirus protection, maintaining optimal security and compliance standards.
5.    Analyse the hardware quality of the current workstation provider to ensure service delivery meets contractual standards. Collaborate with Procurement to establish new contracts through the RFP process as needed.
6.    Provide day-to-day support and operational management for the CSS, including monitoring, proactive maintenance, troubleshooting, responding to incident and change requests, coordinating third-level support, and optimizing existing services for efficiency and performance.
7.    Stay up to date with technological advancements by researching online, attending technical briefings, and participating in courses, seminars, and self-training to deliver effective solutions and technical support.
8.    Manage the assigned responsibilities in regular interaction with the IT ServiceDesk, IT Security team, and IT Infrastructure Section within ITSD, as well as third-party service providers. 

REQUIRED QUALIFICATIONS

Education:
Advanced university degree in computer science, information technology, computer software engineering, or a similar field is required.
Alternatively, a first level university degree in the discipline combined with professional expertise equivalent to an advanced university degree may be considered.

Knowledge and Skills:

Technical knowledge and skills:
•    Good project management for technical projects in above mentioned areas.
•    Strong knowledge of Windows Operating System.
•    Proficiency in Microsoft Endpoint Configuration Manager (MECM) infrastructure, including image building for Windows workstations, application packaging and deployment; Microsoft and third-party updates using PatchMyPC.
•    Solid knowledge of ITIL processes, particularly Incident, Change, and Problem Management.
•    Knowledge of Microsoft 365 Apps and Services. Microsoft Active Directory, OU and GPO management.
•    Knowledge of Enterprise Communication Services, MS Exchange.
•    Understanding of IT networks, LAN/WAN and Internet technologies, and TCP/IP protocol.
•    Fundamental principles of computer networking, and IT Security protocols.
•    Familiarity with Mobile Device Management and Printer Services.

Behavioural skills:

•    Prioritize and execute tasks in a demanding situation; making sound decisions and working under stress and in an autonomous manner.
•    Convey information clearly and concisely and engage in active listening; demonstrate sensitivity to others' perspectives and remain open to feedback.
•    Work seamlessly with colleagues within and across divisions and functional areas to achieve common goals, build relationships, share knowledge, resolve conflicts. 
•    Seek and adapt to emerging trends, challenges, and opportunities with a forward-thinking mindset. 
•    Engage in innovative problem-solving, long-term planning, and experimentation, make sustainable decisions, and drive positive transformation.
•    Uphold high standards and integrity in all actions with transparency, diligence, and reliability. 
•    Handle responsibilities with a diplomatic demeanour, take ownership of outcomes, and maintain confidentiality and discretion.
•    Effectively use and adapt to technologies pertinent to the role to enhance productivity.
 

Work Experience:
A minimum of two years of relevant professional experience is required. 

Languages:
Excellent knowledge of English, and French or Spanish is required. 
Good knowledge of French or Spanish as a third language is desired.

Additional Information:
 
Only applications from nationals of WTO Members will be accepted. 

The recruitment process will be undertaken as per Administrative Memorandum No. 976 (OFFICE(16)/15) on Staff Promotions and external recruitment through Vacancy Notices.

The initial fixed-term contract for positions up to grade 10 shall normally be two years, which shall be probationary, as per Administrative Memorandum No. 997 (OFFICE(23)/4) on Probation Policy. For Director positions, the Policy on evaluation of directors apply as per Administrative Memorandum No. 978 (OFFICE(17)/29).

The WTO may use various communication technologies such as video or teleconference for the assessment and evaluation of candidates. The recruitment process may also involve the use of various forms of testing, assessment centres, interviews and reference checks. 

Applicants may be required to sit a written examination. 

Applicants will be contacted directly if selected for an interview. 

Candidates not selected whose performance in the selection process nevertheless shows them to be suitable for a similar position may be kept on a roster for up to 24 months, and may subsequently be called upon as and when the need arises for additional resources.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the closing date – Geneva (Switzerland) time – stated in the vacancy announcement. 

PLEASE NOTE THAT APPLICATIONS RECEIVED AFTER THE CLOSING DATE WILL NOT BE ACCEPTED. 

The WTO is a non-smoking environment.