The Role
Key
Responsibilities
Requirements
IT Application Support Engineer (Database, Web & User)
Analysis, design, implementation, and testing of web-shared
databases. These databases are mainly administrative
oriented and are used to support the D/TEC management
team decisional process.
Design and implementation of interfaces between the above
mentioned databases and other Corporate tools
Documentation of the above activities.
These tasks will constitute the Core Task of the support, but
may be extended as deemed appropriate in accordance with
the TEC-OS office needs..
Definition, design, development and maintenance of TEC
specific MIS, including production and maintenance of
associated documentation
System Analysis of the MIS applications used in D/TEC.
Identification of requirements for interfacing with ESA
Corporate applications, design and implementation of related
interfaces with TEC internal applications
User support to TEC office automation infrastructure i.e.
desktop, laptops and TSE based system aspects under
Windows (mainly) and Linux and peripherals, printers, plotters,
CDROM, DVD
User support to office productivity tools: Words, Excel,
PowerPoint, Access, MS Project,
Adobe Acrobat, Zip, including advanced and in interfacing /
exchanging data between these different systems.
Operational support for generation of relevant data files,
databases, reports, prints etc. in daily operations.
User support in internet access, in structuring & establishing
web sites, in creating web site databases
High-level education, degree preferred, in Information
Technology and appropriate skills and experience in relation
to the tasks above.
Very good knowledge in design and development of database
applications (Oracle 8i and 10g, MS Access, SQL, PLSQL)
including complex shared applications and the related accesssecurity aspects.
Good experience in developing web applications (e.g. J2EE,
Struts, MCV Framework) and in web technologies (e.g. HTML,
CSS, Javascript, XML, XSL, DTD).
Very good knowledge of Microsoft Office package (in
particular Access / Excel) incombination of WEB based
applications (OLE automation).
Good knowledge of UML modelling language
Good knowledge in design (including requirements
engineering), development and maintenance of IT applications
Good knowledge of networks and setting up and maintaining
servers and security-access aspects.
Good knowledge of Lotus Notes and office productivity tools
and their advanced usage and inter-related usage
Knowledge of workflows (for tools with different access rights
per role and different status of events)
Reliability, rigour, team-spirit, service oriented and initiative in
the execution of the assigned work
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61
The Role
Key
Responsibilities
Requirements
The Role
Key
Responsibilities
Workstation Administrator Level 2
Working alongside other IT roles: System administrators,
Support supervisors, IT coordinators and participating in
technical meetings with the Commission IT supervisors,
members of the project, and IT management.
Recognition of security in managing facilities
Knowledge of products and methods used at the Commission:
Windows, Linux
The main language used is French. English is the second
language.
Able to communication by writing and speaking and working in
a team
Knowledge of security methods or products is an asset
Organisation skills
At least 2 years in network management
A experience at the Commission is an asset
Knowledge of networking
Protocole network – TCP/IP – Switching – SNMP
Potential knowledge of Networking management IT tools
Ability to verify and diagnose network facilities
Employment of test and measure devices of network analysis
Desktop Support Agent
Service Desk Agent, Incident agent and analyst, Problem agent and
analyst
Incident analysis, First and second-line customer liaison with
the purpose of maximising the first call resolution rate.
First and second-line support : remote and on-site support
Recording &tracking incident information in SMT
Recording &tracking Problem information in SMT
Participate in reconfiguration/installation of PC environment
Document operational support procedure
Draft technical content for knowledge database
A desktop support agent must be able to perform all tasks of a
service desk operator.
Manage the IT inventory
Requirements
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61
The Role
Key
Responsibilities
Help Desk Operator
Taking calls from users, troubleshooting and application
assistance (first call resolution, first line call) requests by fax,
Email, mail.
Encoding tickets, update databases, Live Link with technicians
for the good execution of planned works
Analysis, planning and scheduling of the Customers request
In few words:
Record, process, and close, incidents or service requests.
Identifying the nature and cause of the problem and determine
the most appropriate solution
Be reactive in order to take the right actions to help the
Customer in the shortest period of time.
Ability to escalate problems within a required time towards the
second level of support.
Requirements
Knowledge: telephony, network, VOIP will be an extra
Help Desk experience
Microsoft Office suite ( any other office software will be an extra
A Knowledge of the European institutions will be an extra
Ability to adapt easily and Quick learner
Stress resistant
Precise
team-worker
Bilingual En / Fr
The Role
Key
Responsibilities
Requirement
LAA Business Object
Validation, acceptance testing and rollout of BO applications,
prepared by development teams, in the production
environment
BO infrastructure administration including installation,
monitoring and tuning
BO repository management
BO incident management
Guidance to development teams for development and
maintenance of BO applications
Provide technical advice for improvements of BO service
Business Objects 6.5 Web Intelligence server, including
Broadcast Agent, on unix
Business Objects 6.5 Full Clients on windows
Oracle 10g databases and BO repository
French and English language skills
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61
The Role
Local Application Administrator
nd
Key
Responsibilities
Requirements
The Role
Key
Responsibilities
2 line technical support of bespoke applications
Knowledge and experience of workflow tools in a large,
complex environment
Technical background – understanding of client server
technologies
Strong communication skills (written and spoken)
Produce and deliver training courses (including all training
materials)
Evaluation of business processes (Business Process
Analysis)
Update and patching of specific technologies
Unix (SUN Solaris 10) and Windows 2003
ColdFusion MX Server
Oracle 9.x database
Oracle 9I Application Server
BEA Weblogic Server
JBOSS and APACHE web server
Local Database Administrator
Assess User needs
Assess the integration of the following applications: ARGUS,
WinXS, C-Cure, MEMs
Development of the TECHBAT application for the Access
department
Thorough understanding of Oracle and Cold Fusion
Identify possible integration constraints in relation to other
Commission systems
Participation in technical meetings with IT Managers (at the
Commission) and users
Take into account the issue of security during the creation and
development of applications
A knowledge of the working environment at the Commission
would be useful
Identify where documents need to be created about existing
applications and help to put them together
User assistance
Research the different possibilities for the development of
applications to be used in the future for the PSG project
Database administration and user right management
Installation and configuration of database
Monitoring and tuning the database, incident resolution,
preliminary diagnosis of software problems, co-ordination with
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61
rd
the central IT department and with 3 party maintenance
contractors
Advise the IT team, system and application administrators in
areas such as capacity management, contingency planning, IT
service continuity management, automation of repetitive tasks,
security.
Maintenance of the database procedures manual and part of
the disaster recovery plans related to the database
Definition and implementation of security policies
Maintenance of the application procedures manual and parts
of the disaster recovery plans related to the applications
Requirements
The Role
Key
Responsibilities
Requirements
The Role
Key
Responsibilities
Local Mover
Install, move, add, change activities (IMAC)
Installation of PCs, configuration of peripheral devices, testing
connectivity
Can involve data, back up and restore
Microsoft environment
Windows XP
Local System Administrator Level 3
Installation and configuration of server software and system
component (if not done directly by the supplier). Integration of
the servers in the local environment (Network, Domain, DNS,
etc.)
Monitoring and management of servers running in EACEA,
including error detection, incident resolution, diagnosis of
software and hardware problems and performance tuning.
Maintains information systems and applications (patches and
updates).
Perform daily backups.
Perform migration of servers and applications.
Detects, describes and resolves technical, security and
functional problems.
Communicates unresolved problems to the competent
technical service; follows-up the resolution of such problems.
Carries out capacity analysis and system evaluation.
Actively takes up in the end users support activities when the
nature of problems requests his skills and competences and
when requested by the management.
Manage a separate MS domain network used for external
peoples coming for temporary tasks.
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Provides assistance and consultancy to other services to help
them clarify their requirement.
ESSENTIAL
Requirements
In depth knowledge of Windows Server 2003 (installation,
configuration, troubleshooting).
In depth knowledge of IIS 6 and Apache server (installation,
configuration, troubleshooting).
In depth knowledge of Legato Networker 7.4.
Basic knowledge of MS SQL 2000 and MS SQL 2005
(installation, backup, recovery).
Basic knowledge of Oracle Database 10g (installation,
backup, recovery).
Basic knowledge of PowerBuilder 10 (installation, backup,
recovery).
Good understanding of written and oral English and French
and good written command of one of the two languages.
ADVANTAGEOUS
Good knowledge of VM-WARE infrastructure 3.5.
Knowledge in administration of Business Objects XL
Enterprise.
Knowledge of other products by Oracle (Oracle Application
Server).
Knowledge of MS MOM 2007.
Knowledge of MS Windows Office SharePoint Server 3.
The Role
Key
Responsibilities
Local Web Administrator
Installation & configuration of intranet solutions
Installation & configuration of extranet solutions
Monitoring, statistics on usage and availability
Updates – content management
Verification of presentation standards
Website trouble shooting and problem – solving
Testing & publication of new web sites
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61
The Role
Key
Responsibilities
The Role
Key
Responsibilities
Requirements
The Role
Key
Responsibilities
Logistics Support Operator
Can be inventory assistant
Physical inventory tracking
Planning of migration exercises
Assistance to migration exercises (logistical and/or
administrative)
Testing of migrated environments (quality control)
Update of inventory database
Service Desk Agent
Knowledge and understanding of physical IT infrastructure.
Knowledge and understanding of Client / Server applications
architecture.
Knowledge and understanding of Internet technologies.
Knowledge and understanding of Desktop Operating system.
Knowledge and understanding of Office productivity tools.
Conversance in the use of the Service Management tool.
Conversance in the use of remote intervention and other
tools.
Finally, you must have excellent language and communication skills;
to be able to explain to each user, in terms they can understand in
both French and English, the solution to their incident while
remaining polite and professional at all times.
Service Desk Operator
As the First and Second Line Support, your role is to provide
support "software" from the Members and their assistants, ie:
Receive incoming calls and create a ticket, to analyze the
problem and give an appropriate solution.
Divert the problem in a structured way to support third-level or
third-party services while ensuring follow up with these
services and the user.
Monitoring of our ticketing.
Support will also be provided for the users in their office
directly.
Installation of PC, printer
Configure the laptop to put on our network
Analysis and testing of non-standard software
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61
Requirements
The Role
Key
Responsibilities
You have an experience of at least 2 years in a similar
function.
You have a good knowledge of the following areas:
Windows XP, MS Office (Word, Excel, Outlook, Internet),
Network, Citrix Hardware: First diagnosis for PCs and printers
You are customer-oriented, helpful and courteous
You manage stress even in the face of difficult users (MEPs)
You are flexible and willing to work shift from Monday to
Friday (08h to 20h)
You speak very good French and fluent English. Any other
European language is an asset
System Administrator Associate
Under general supervision, monitors, operates and maintains
hardware, software, and networks for a computing platform.
Configures, assembles and installs microcomputers, work
stations and/or peripheral equipment.
Performs first line support for service interruptions such as
printer routings, power outages, wiring problems, and
malfunctioning servers.
Escalates unresolved problems to expedite resolution.
Maintains disaster recovery procedures for LAN and related
equipment/software.
Upgrades, modifies and replaces hardware, software and
network components. Performs system backup and recovery
activities.
Creates and maintains user login identification (userid)
information and login scripts.
Monitors system performance, gathers data, and prepares
management reports.
Audits hardware/software inventory to ensure their integrity as
well as licensing compliance.
Updates and maintains site administration manual
documentation.
May provide user orientation on hardware, or software or
network operations.
Keeps abreast of emerging operational support technologies
and industry trends.
Demonstrate the ability to :
Requirements
Prioritize tasks.
Install hardware, software, and peripheral equipment.
Perform system backup.
Audit hardware and software inventory.
Provide customer assistance.
Managing and Maintaining a Windows Server 2003
Environment
Installing, Configuring, and Administering Windows XP
Professional
Windows SharePoint Services 3.0, Configuring
Microsoft Internet Security and Acceleration (ISA) Server
2006, Configuring
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61