End-user:
-Assist the users to configure and use the office automation tools (Word, Excel, Outlook, etc.) and all central web applications
-Prepare and setup Workstations following the procedures and using the reference configuration provided and approved by HQ
-Test and install optional software and additional devices necessary for professional tasks (note: prior written approval required from EEAS IT Helpdesk and the RITO)
-Register the user incidents in the Central Helpdesk ticketing system (currently SysAid) and try to solve them or in case of failure to find solution escalate them to the 2nd level - support RITO or EEAS IT Helpdesk
-Ensure follow-up in SysAid for all ICT related issued and implement the solutions found
-Manage the stock of all ICT equipment and materials like workstations, laptops, printers, beamers, memory sticks, satellite phones, etc.
-Cleanup the portables returning from missions
-Assist the users in the installation of presentation equipment (projectors, beamers, etc.)
-Assist the users in using the videoconference equipment
-Assist the users in using the telephone system
Technical assistance
-Perform the troubleshooting of problems related to workstations, laptops, printers, smartphones, tablets, PDAs, scanners, network devices and all other ICT equipment
-Manage the network printers, scanners, and "all in one" devices
-Monitor the ICT status of the Delegation using the provided monitoring tools:
-Hobbit, Cacti, McAfee reports, LANDesk patching reports, etc.
-Install patches and updates on all workstations and portables
-Manage the anti-virus on all workstations and portables
-Perform the disk wiping for all declassified PCs using the approved wiping software (currently Blancco)
-Manage the local PABX system and telephones
-Provide local assistance to the RITO, EEAS IT Helpdesk, local and central service providers (like local ISP, British Telecom, Siemens, Dell, HP, etc.) in troubleshooting ICT infrastructure problems
-Perform the patching of the local network
-Diagnose any ICT infrastructure incidents and problems, register, search for information, find and suggest solutions, implement solutions in coordination with the RITO and EEAS IT Helpdesk, document and follow-up
-Assist the RITO in troubleshooting server related issues as well as with the Robot Tape Library in the server room
Other IT administration tasks
-Assist the Head of Administration with the Calls for tender for the purchase of ICT material and services like printers, smartphones, tablets, PDA, network devices, new cabling infrastructure, ISP, support services. Draft the technical requirements; participate in the technical evaluation.
-Assist the Head of Administration in the purchase of any ICT related equipment and materials
-Report to the Head of Administration daily for all support activities
-Prepare weekly reports with the main ICT tasks completed and the upcoming scheduled ICT tasks
-Organize training/coaching of users on IT matters
-Assist the Head of Administration with the inventory and stock take of the ICT equipment
-Strictly follow the information security policy of the EEAS
-Drafting manuals, handbooks and user guides
