WE ARE
The European External Action Service (EEAS) is the EU’s diplomatic service. It helps the EU’s foreign affairs chief – the High Representative for Foreign Affairs and Security Policy – carry out the Union’s Common Foreign and Security Policy.
The European Union (EU) currently has 144 Delegations, eight of which are to international organisations. In all, 6200 staff are currently serving in these Union Delegations. The EU Delegations are placed under the authority of the High Representative of the Union for Foreign Affairs and Security Policy, who is also Vice President of the European Commission. The work of a Delegation varies from country to country but, in general, covers political matters, press and information, trade, aid management and the external aspects of internal EU policies.
WE PROPOSE
A position as IT SUPPORT officer in China (job n° 383107)
We will offer to the successful candidate a contract corresponding to a Contract Agent FG III, as per Article 3a of the Conditions of Employment of Other Servants of the European Union (CEOS) for an initial period of 3 years, with possibility of renewal.
WE LOOK FOR
The IT SUPPORT will be responsible, under the authority of the Head of Delegation (HOD) and under the direct responsibility of the Head of Administration (HOA), the Technical lead of the Regional IT officer ( RITO ), and the guidance of the division EEAS.RM.BS3, for the day-to-day running of the IT infrastructure and the support to the users of the Delegations under the remit of the regional center.
The main tasks to be executed are: (non-exhaustive list)
1 End-User Support (1st level)
- Responsible for normal/expected IT operations for users, with minimal business impact and according to the urgency of the incident;
- To participate actively in the ITIL processes in place, in particular Incident Management and Request Fulfilment. The use of the ticketing tool in place (currently: ServiceNow) is compulsory, whether an escalation to 2nd level (RITOs) or 3rd level (EEAS IT Helpdesk) is needed or not.
- To resolve incidents or service requests1, both rapidly and in a satisfactory way (through either a permanent fix or a temporary workaround);
- Whenever a satisfactory resolution is not possible or the incident/service request cannot be satisfied, escalate the ticket to the RITO or the EEAS IT Helpdesk, as needed, and ensure follow-up until closure;
- To close tickets only after the user confirms the resolution or, in case the user does not respond, when the auto-closure time limit is reached. In both cases, the resolution description must be included in the ticket, in a short but meaningful manner;
- To maximise the number of tickets resolved without 2nd/3rd level intervention.
2 Technical assistance with ICT software, hardware and equipment.
- To assist ICT users with the use of office automation tools (e.g. Word, Excel, Outlook, Access Database…) and corporate web-based applications.
- To prepare and configure software in workstations2 for newly arrived users (based on the reference configuration media delivered by HQ); the workstations for the newly arrived users mandatory must be re-staged and the latest reference configuration image deployed.
- To test and install additional software and devices necessary for professional tasks (after approval by HQ);
- To install patches and other software updates on all workstations (following instructions issued by HQ);
- To install and configure the anti-virus on all workstations (following instructions issued by HQ);
- To prepare and configure ICT hardware and equipment in workstations for newly arrived users (based on the reference configuration media issued by HQ);
- To assist in configuring smartphones, iPhones, etc. (used for professional purpose);
- To install, move, configure and troubleshoot the workstations, printers, network devices (switches, hubs), scanners and multifunctional (“all in one”) devices;
- To install permanent ICT equipment in training rooms;
- To install presentation equipment (projectors, beamers, audio-video systems…);
- To assist end-users in the use of the video conference equipment, WebEx and other Video and Audio systems;
- To remove workstations of leaving users;
- To perform the disk wiping for all declassified workstations, print and sign a report as a proof of completing the task;
- To provide assistance to the Wide Area Network (WAN) provider in case of network problems;
- To collaborate with the local internet service provider for equipment installation, connection, configuration and troubleshooting in case of network problems;
- To perform the physical patching of the network;
- To follow-up on hardware problems with ICT equipment;
- To assist, if requested, in the configuration of the PABX (Private Automatic Branch Exchange) system and assist with telephone handsets (change of name, hunt group, voicemail);
- To assist the users in using the telephone system.
- To manage the stock of laptops for staff members going on missions – recuperation and clean-up of laptops when returned after the missions.
- To monitor the ICT status of the Delegation using the provided monitoring tools: Hobbit, SolarWinds, McAfee reports, Ivanti patching reports, etc.
3. Administrative assistance related to ICT
- To assist with the prospection of the market and the preparation and drafting of technical specifications for calls for tenders for the purchase of ICT equipment based on instructions issued by HQ;
- To assist with the technical evaluation of tenders for purchase of ICT equipment;
- To assist the Head of Administration with the Calls for tender for the purchase of ICT material and services like printers, smartphones, tablets, network devices, cabling infrastructure, ISP, support services, etc. Draft the technical requirements; participate in the technical evaluation, etc.
- To provide training or coaching for delegation’s staff on software, especially on the MS Office suite;
- To draft ICT related manuals, handbooks and user guides
- To assist with the inventory of the ICT equipment. Management of the Assets DB .
- To prepare monthly reports with the main ICT tasks completed and the upcoming scheduled ICT tasks
- To strictly follow the information security policy of the EEAS
Assist in the management of the physical assets of the Delegation (offices, residence, accommodations, motor vehicles, furniture, office and housing equipment, IT equipment, etc.)
LEGAL BASIS
The vacancy is to be filled in accordance with the conditions stipulated under the Conditions of Employment of Other Servants of the European Union (CEOS). 3
ELIGIBILITY CRITERIA
Further to the conditions set out in Article 82 CEOS, in order to be eligible for the post of contract agent FG III, candidates must:
- (i) have passed a valid EPSO CAST in a valid FG for this post or
- (ii) be registered in the EPSO Permanent CAST in a valid FG for this post https://epso.europa.eu/apply/job-offers_en?keyword=&contract=37&grade=Al…
Candidates must meet the minimum qualifications for engagement as contract agent FG III:
- Have a level of post-secondary education attested by a diploma; or
- (ii) a level of secondary education attested by a diploma giving access to post-secondary education, and appropriate professional experience of at least three years; or
- (iii) in exceptional circumstances and where justified in the interest of the service, professional training or professional experience of an equivalent level (related to the nature of the tasks and qualifications indicated in the Job Description);
- have the capacity to work in languages of CFSP necessary for the performance of their duties;
- be a national of one of the Member States of the European Union and enjoy full rights as a citizen.
SELECTION CRITERIA
Proven pertinent experience in at least 3 of the following areas:
- Knowledge of Microsoft OS for servers
- Installation and maintenance of enterprise networks. (lan – router – firewalls – wifi – fiber and coper cabling- VOIP technologies- Videoconferencing…).
- Configuration, maintenance, patching and support of workplace equipment (laptops – desktops – printers – smartphone – tablets) in a large environment including software distribution and remote support.
- End-user support in front and back office – including ITIL processes.
General skills and competencies
Candidates should demonstrate (and will be evaluated on):
- proven knowledge of and/or certification in:
- Physical infrastructure of a DC ( racking / KVM / PDU / power / Cooling)
- Servers and storage Management
- Virtualization management (Vmware / Hyper V / Sina)
- End point management (staging-patching-debugging-Ivanti-SCCM)
- LAN management (switches/cabling)
- being “service minded” with experience in end-user support (remotely and onsite) and ITIL processes;
- strong communication skills – capacity to translate complex technical matters into “user language”;
- a sense of initiative, autonomy and pragmatic approach;
- very good organisational skills and a service minded attitude;
- a capacity to assure quality, speed and accuracy in performing complex tasks in a multicultural environment.
Furthermore
- Service oriented mind-set and disponibility to help end-users.
- experience in handling secure communications and classified information;
- knowledge of IT tools used in EU institutions (ARES, MIPS, Sysper2, Syslog, RUE, etc.);
- perience of working in a team in multi-disciplinary and multi-cultural environment;
- experience in managing large infrastructure projects;
- previous experience in EU institutions and/or EU Delegations, notably from the administrative section;
- Knowledge of EU languages (other than EN and FR).
will be considered as assets.
SPECIFIC CONDITIONS
The signature of the contract will be subject to prior favourable opinion of the Medical Service. On that occasion, the candidate should indicate any serious health problems or requirements for specialised medical treatment for themselves and/or for the individuals who will accompany them. If staff members withhold such information they will not benefit from a reimbursement by the institution of certain costs, e.g. expenses relating to medical evacuation, or to a return to Headquarters in the case of early rotation.
The successful candidate will be required to undergo security vetting if she or he does not hold already a Personal Security Clearance (PSC) to an appropriate level (EU SECRET), in accordance with relevant security provisions.
As a matter of policy, applications of individuals who have the dual nationality of the host country or the partner of whom has the nationality of the host country will be considered on a case-by-case basis. The EEAS examines if there could be a conflict of interest and the consequence of a possible refusal by the host country to grant diplomatic immunity to the staff member and or his/her partner and family, as well as possible security risks. The HR Department may ask for additional information from the applicant in this context.
The “Hostile Environment Awareness Training” (HEAT) is compulsory before taking up duty/going on mission in some countries. The EEAS will provide the selected candidate with that possibility in case she or he has not yet followed the training.
A valid EU Digital COVID Certificate is required before taking up duty and for your entire assignment in EU Delegations especially in such hardship postings[1], having regard to the duty of care of the EEAS for its staff and taking account of the need to ensure appropriate health and safety standards in the country of posting[2]. Additionally, please be aware that the domestic legislation of third countries hosting EU Delegations may at any time require, inter alia, a valid vaccination certificate in order to work or to obtain an entry visa. It is the obligation of the staff member concerned to comply with the national rules in force[3]. Failing to do so, the Authority Authorised to Conclude Contracts may decide to withdraw its decision on the selection.
EQUAL OPPORTUNITIES
The EEAS is committed to an equal opportunities policy for all its employees and applicants for employment. As an employer, the EEAS is committed to promoting gender equality and to preventing discrimination on any grounds. It actively welcomes applications from all qualified candidates from diverse backgrounds and from the broadest possible geographical basis amongst the EU Member States. We aim at a service which is truly representative of society, where each staff member feels respected, is able to give their best and can develop their full potential.
Candidates with disabilities are invited to contact the Functional mailbox CONTRACTAGENTS-DELEGATIONS@eeas.europa.eu in order to accommodate any special needs and provide assistance to ensure the possibility to pass the selection procedure in equality of opportunities with other candidates. If a candidate with a disability is selected for a vacant post, the EEAS is committed to providing reasonable accommodation in accordance with Art 1d.4 of the Staff Regulations.
APPLICATION PROCEDURE4
Candidates are deemed to be fully aware of the local living conditions, including information concerning the accommodation, before applying. Individual post reports are available from EEAS.BA.HR.3, Rights and Obligations (RIGHTS-AND-OBLIGATIONS@eeas.europa.eu).
Candidates should ensure that they are also fully aware of the provisions of Annex X of the Staff Regulations.
Candidates are invited to draft their CV following the European CV format which can be found at the following Internet address: http://europass.cedefop.europa.eu/en/documents/curriculum-vitae and indicating clearly the EPSO application ID number.
Applications (CV and motivation letters) shall be sent to the functional mailbox of Division RM.3.ICT:
with a copy to contractagents-delegations@eeas.europa.eu
DEADLINE : The closing date for the submission of applications is 04/03/2022 at noon (CET).
Late applications will not be accepted.
Place of employment: Beijing, China
LCA (living conditions allowance): 30%
Post Available: immediately
1 non-exhaustive list of examples: e-mail problems, access rights, problems with applications, network connectivity problems, restoration of deleted files, hardware problems, requests for laptops, etc.
2 Wherever the term “workstation” is used it refers to both PC’s and laptops unless otherwise specified
3 Staff Regulations of Officials (SR) and the Conditions of Employment of Other Servants of the European Union (CEOS). For reference, see https://eur-lex.europa.eu/legal-content/EN/TXT/?qid=1570023902133&uri=CE…
4 Your personal data will be processed in accordance with Regulation (EU) 2018/1725, as implemented by ADMIN(2019)8 Decision of the High Representative of the Union for Foreign Affairs and Security Policy. The privacy statement is available on the Europa website: (http://eeas.europa.eu/data_protection/rights/index_en.htm) and on the EEAS Intranet: (https://intranet.eeas.europa.eu/page/eeas-work/data-protection/privacy-s…).
[1] ‘Hardship postings’ are determined in accordance with Article 10(1) of Annex X of the Staff Regulations of Officials of the European Union, which requires the AA/AACC to take into account inter alia the ‘health and hospital environment’ when determining the allowance for living conditions.
[2] Article 1e(2) of the Staff Regulations of Officials of the European Union
[3] Article 41 of the Vienna Convention on Diplomatic Relations provides: “Without prejudice to their privileges and immunities, it is the duty of all persons enjoying such privileges and immunities to respect the laws and regulations of the receiving State.”