Job Description
* Provide second-level support for client-specific infrastructures, systems, and services (e.g., file and print services, RDS, and hosted applications).
* Troubleshoot, diagnose, and resolve software and hardware issues, escalating to higher levels when necessary.
* Install, configure, and manage system components and server software, ensuring timely patch management.
* Monitor and maintain system performance, ensuring optimal operation of infrastructure and services.
* Handle backup and restore operations for systems and infrastructure.
* Assist in the creation and maintenance of system configurations and documentation.
* Participate in incident, change, request, and problem management processes, ensuring effective resolution and adherence to ITIL standards.
* Coordinate with hosting services, database management teams, and other stakeholders to ensure seamless system operation.
* Ensure security compliance, working in coordination with the Local Information Security Officer (LISO).
* Contribute to the evaluation and implementation of security standards.
* Assist in drafting technical documentation for knowledge base updates, supporting the escalation of issues to upstream support teams.
* Contribute to system architecture documentation and operational procedure creation.
What do you need to succeed in this position?
* A BSc degree in a relevant field (or 3 years of Higher education).
* At least 12 years of IT professional experience.
* Proven knowledge in end-user assistance and support of information systems.
* Working experience with ticketing tool JIRA + Confluence.
* Expert knowledge of Windows or Unix or Linux operating system.
* Good IT skills.
* Knowledge of ITIL.
* Knowledge of wiki, collaborative sites and social networks.
* Strong customer experience skills.
* Able to use the office automation tools (MS-Office).
* Good understanding of IP Telephony (Cisco) would be an asset (not mandatory).
* Previous working in EU Institutions/Agencies would be an asset.
* Ability to participate in multi-lingual meetings, good communication skills.
* Excellent command of the English language.