IT Application Support Engineer (Database, Web & User)

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Please send your CV in full confidence to: [email protected] or [email protected] , fax. +40 21 312 12 61

The Role IT Application Support Engineer (Database, Web & User)

Key

Responsibilities

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

Requirements

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 access-security 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)

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The Role Workstation Administrator Level 2

Key

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

Requirements

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

The Role Desktop Support Agent

Key

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

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The Role Help Desk Operator

Key

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 LAA Business Object

Key

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

Requirement

Business Objects 6.5 Web Intelligence server, including Broadcast Agent, on unix

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The Role Local Application Administrator

Key

2nd 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

Requirements

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

The Role Local Database Administrator

Key

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

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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 Local Mover

Key

Install, move, add, change activities (IMAC)

Installation of PCs, configuration of peripheral devices, testing connectivity

Can involve data, back up and restore

Requirements

Microsoft environment Windows XP

The Role Local System Administrator Level 3

Key

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.

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Provides assistance and consultancy to other services to help them clarify their requirement.

Requirements

ESSENTIAL

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 Local Web Administrator

Key

Installation & configuration of intranet solutions Installation & configuration of extranet solutions Monitoring, statistics on usage and availability Updates – content management

Verification of presentation standards

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The Role Logistics Support Operator

Key

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

The Role Service Desk Agent

Key

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.

Requirements

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.

The Role Service Desk Operator

Key

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

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Requirements

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

The Role System Administrator Associate

Key

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 : Prioritize tasks.

Install hardware, software, and peripheral equipment. Perform system backup.

Audit hardware and software inventory. Provide customer assistance.

Requirements

Managing and Maintaining a Windows Server 2003 Environment

Installing, Configuring, and Administering Windows XP Professional

Windows SharePoint Services 3.0, Configuring