IT Application Support Engineer (Database, Web & User)

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1 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

2 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

3 Help Desk Operator Taking calls from users, troubleshooting and application assistance (first call resolution, first line call) requests by fax, , 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. 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 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

4 Local Application Administrator 2 nd 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

5 the central IT department and with 3 rd 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 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.

6 Provides assistance and consultancy to other services to help them clarify their requirement. 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 Knowledge of MS Windows Office SharePoint Server 3. 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

7 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

8 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 : 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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