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ACTIVITIES

• Responsible for users’s IST resources operations and support from enrolment to demobilization: end-users equipment, Microsoft 365 account, software and application management and mobile subscription.

• Record and track user requests for assistance relating to equipment and applications.

• Translate and formulate user requests or needs into solutions or feasibility studies and interventions

• Responsible for network and security infrastructure 1st level operations and maintenance

• Operational management of local Service Contracts: Internet Service Provider, mobile communications, technical room commodities – power, A/C, access control, CCTV, fire detection and extinction, etc.

• Plan, prepare and test the installations and configurations of equipment (workstations, phones, videoconference), systems, networks and applications.

• Plan and coordinate work and/or interventions (maintenance, upgrade, installation of equipement, tools, systems, etc.).

• Test system updates or corrections (including non-regression) before going into production

• Analyze, use data from IST tools or business applications/software and perform technical QA/QC.

• Intervene following a request for assistance in the office or remotely.

• Maintain the IST inventory (hardware, software, systems component, ...) and update the IST service management tool (incidents/problem - CMDB - change management).

• Diagnose and resolve 1st and 2nd level malfunctions, breakdowns, network incidents, defective materials, equipment, applications and virus incidents.

• Escalate to 3rd level support teams or contracts and provides local proximity support.

• Installation of applications

• Meeting rooms technical support.

• Install and use support tools for IST systems supervision

• Inform users about security issues (backup, virus, data confidentiality ...)

• Apply and enforce the rules related to data protection and cybersecurity

• Perform monitoring and analysis of the data, issue reports on daily, weekly, monthly, or annual basis according to the needs.

• Train and advise users in his/her area of expertise

H3SE ROLES AND RESPONSIBILITIES

• The service holder shall demonstrate a continuous commitment to EACOP H3SE standards at all times.

  
  

CONTEXT AND ENVIRONMENT

• The objective is the support of IST solutions and services for all EACOP activities: Corporate, Project and Operations.

• Support deployment and adoption to the users, combined with ramp-up of users with EACOP Project and Operations mobilization.

ACCOUNTABILITIES

• The Local Operations and Support is accountable for the overall good quality of services provided to EACOP end-users.