The Regional IT Officer will be responsible for the day-to-day running of the IT infrastructure and the IT Support to the users of the Delegation and other Delegations in the region.

The main tasks to be executed are:

End-User Support

• Provide level 1 to level 3 IT support to staff in the assigned Delegations and (if applicable) support and supervise local IT staff. Ensure defined processes are well followed by the IT staff (proper use of ITSM tools).
• Responsible for normal/expected IT operations for users, with minimal business impact and according to the urgency of the incident.
• Ensure the proper registration, by using the ticketing tool, all IT incidents and service requests reported to the IT Officer, whenever unable to provide a solution, escalate to the appropriate higher level of support.
• Ensure, follow-up, implement solutions, and in general, participate in the Incident and Request Fulfillment processes actively.
• Resolve incidents or service requests, both rapidly and in a satisfactory way (through either a permanent fix or a temporary workaround).
• Maximise the number of tickets resolved without 2nd/3rd level intervention.
• Assist, if requested, in the configuration of the PABX (Private Automatic Branch Exchange) system and assist with telephone handsets (change of name, hunt group, voicemail) and in using the telephone system.
• To monitor the ICT status of the Delegation using the provided monitoring tools: SolarWinds, McAfee reports, SCCM patching reports, etc.

ICT infrastructure management

• Ensure the implementation and perform daily operations of the server infrastructure, their maintenance, upgrades, updates, backups, restores, capacity planning, security and audit, incident and problem management.
• Manage shared resources (disks, printers); assign rights to users; create and maintain necessary automation scripts.
• Manage the internal LAN, the IP address allocation and other network equipment.
• In general, take the necessary measures to ensure a high level of quality and availability in the ICT infrastructure.
• Monitor closely the status of the IT infrastructure and react properly to incidents and outages.
• Install and manage the Wifi infrastructure of the Delegations.

ICT equipment management

• Deploy the new PC/Laptops Reference configurations, software updates, etc. via the provided tools and procedures (SCCM) in coordination with HQ support and local IT Support.
• Manage the stock of laptops for staff members going on missions – recuperation and clean-up of laptops when returned after the missions.

ICT security management

• Apply the security policies decided by the Headquarter and propose additional measures if necessary.
• Manage whenever necessary the accounts, keeping updated the different directories.
• Ensure that all precautions are taken concerning sensitive information.
• In general, implement the necessary measures to keep a high level of IT security in the office.

ICT advice and management

• Organize and/or attend meetings on day-to-day matters related with the IT operation, participate in discussions, assessing the impact of changes and make recommendations.
• Assist the Head of Administration with budget related expenditure estimates, in the preparation, maintaining of office budgets and servicing costs.
• Assist in the negotiation with suppliers, associated agencies with regard to equipment, cabling, access to Internet etc.
• Maintain necessary budgetary control records.
• Prepare a quarterly activity report.
• Ensure business continuity by remotely managing the ICT infrastructure during absences or missions of other RITOs for the Delegations.
• Perform missions to Delegations within the region or exceptionally on demand to other regions.

• Participate in one or more “Centres of Expertise” (COE), according to own expertise on specific IT fields, and provide effective level 1 to 3 IT support to all Delegations. In parallel, participate in global IT projects, related to own expertise, as requested by EEAS RM.SCS.5.
• Optionally and when requested by EEAS RM.SCS.5, act as “Service Owner” i.e. responsible for the delivery of specific IT services, at global scale.