IT OFFICER HELPDESK M/F

Vacancy details

General information

Organisation

INEA is an Executive Agency established by the European Commission and its mission is to provide its stakeholders with high-level programme management in order to benefit economic growth and EU citizens. Currently, INEA implements parts of EU funding programmes for transport, energy, telecommunications and climate action. For the next financing perspective (2021-2027), the Agency will expand its portfolio of programmes with strong focus on contributing to the EC's Green Deal objective.
The three main programmes currently managed by INEA are:
•The Connecting Europe Facility (CEF): supports high-performing, sustainable and interconnected Trans-European Networks.
• Horizon 2020: the EU's Research and Innovation programme for which INEA manages the areas of transport and energy.
•The Innovation Fund: one of the world's largest climate innovation funding programmes, which is likely to have up to €10 billion for demonstration of innovative low-carbon technologies between 2020-2030.
INEA is based in Brussels and has a multinational team of around 300 persons. The number of staff is expected to grow further over the coming years, in view of the Agency's new portfolio and the purpose of this publication is therefore to set up a reserve list, which will be used to cover the growing needs of the Agency.
More info on INEA: Website: http://ec.europa.eu/ineaTwitter: @inea_euLinkedIn: http://bit.ly/2ecs3JA  

Position description

Profile

IT services - IT Officer

Position title

IT OFFICER HELPDESK M/F

Contract

Contract agent

Grade

FGIII

Mission description

Within the HR, IT and Logistics Unit, and reporting to the Head of the IT sector, the job holder will be part of the IT Helpdesk team and will assist the IT Support Officer-Local System Administrator in delivering appropriate IT Services and ensuring users support.

Salary range

25-35 k€

Tasks

S/he will mainly carry out the following tasks:
IT Support
• Monitor day to day operations of the first level users support. Follow-up and resolve incidents, perform debugging and diagnose problems.
• Provide technical assistance to end-users, give guidance concerning the use of computer hardware and software.
• Install, configure and run computer diagnostics to determine the nature of problems and proceed to their resolution or escalation to the appropriate resolution level.
• Check and support IT reference configurations and solutions.
• Install new applications on user's workstations or servers including acceptance tests.
• Produce user oriented documentation, organise and give trainings.
• Compile and analyse statistics from the internal ticketing system and propose remedial actions.

IT Systems Management
• Assist the local system administrator, and ensure his/her backup when absent.
• Assist in the administration of servers, including operating systems installation, upgrade and tuning.
• Contribute to ensuring the correct operation of the systems by running technical, functional and integration testing and carrying out capacity analysis and system evaluation.
• Monitor reference configurations, create and deploy software packages in the user environment.
• Apply system integrity and security procedures.
• Interface with the central helpdesk at the European Commission.

IT contractual management
• Produce technical specifications for hardware and software acquisitions.
• Monitor reception of new equipment.
• Carry out inventory and IT stock management tasks.
• Follow up the quality of services delivered by third parties and report on them.

Interview period - from :

05/07/2021

Interview period : to

10/09/2021

Selection procedure

A - Written tests (30 min)
A case study in English designed to test:
• Your knowledge in the field of the profile
• Your ability to understand, analyse and summarise
• Your drafting ability
This test will be marked out of 40 (pass mark: 20).
Total time allowed for this test: 30 minutes.
B – Oral test (30 min)
Interview with the Selection Committee in English to assess:
• your suitability to carry out the duties of a IT Officer Helpdesk,
• your knowledge and experience in the field of IT Helpdesk,
• your communication, inter-personal and problem-solving skills,
• your general knowledge about the CINEA and related policies,
• your motivation and your ability to adjust to working as a Contractual Agent in a multicultural environment.
This test will be marked out of 100 (pass mark: 50).
Both the oral and written tests will be combined on a total of 140. Minimum mark: 84 out of 140.
Applicants receiving the minimum score and above (84 out 140), all tests combined, will be included in a reserve list of suitable candidates. Please note that inclusion in the reserve list does not guarantee recruitment.

Application procedure

For applications to be valid, candidates must submit:
• a detailed curriculum vitae, in EU CV format ;
• a letter of motivation, including his/her views on the proposed position (2 pages maximum).

Your CAST application ID number and the reference of CAST must be mentioned in your CV and motivation letter.
Please note that the motivation letter forms an essential basis for the pre-selection decision.
Applications must be submitted through the eRecruitment system on our website at
http://ec.europa.eu/inea/en/mission-objectives/job-opportunities

Closing date: Applications must be sent no later than 28 May 2021 midnight.
Supporting documents showing evidence of the provided information may be requested at a later stage. No document will be sent back to candidates.
Candidates are invited to apply in English to facilitate the selection process.
In no circumstances should candidates approach the Selection Committee themselves, either directly or indirectly concerning this recruitment. The authority habilitated to conclude contracts reserves itself the right to disqualify any candidate who disregards these instructions.

Appointment and conditions of employment

The jobholder will be appointed on the basis of a shortlist proposed by the selection committee.
The jobholder will be recruited as contract staff, in function group III, pursuant to Article 3a of the new Conditions of Employment of Other Servants of the European Communities (CEOS).
The basic monthly salary within this function group will depend on the number of years of relevant professional experience at appropriate level (in function group III, either grade 8, grade 9 or grade 10).
The jobholder will serve a probation period of nine months.
The initial contract will be for a duration of 1 year. Afterwards, the contract may be renewed for 1 additional year. If the contract is renewed again, it shall be concluded for an indefinite period.
The place of employment will be Brussels where the Agency has its activities.
For reasons related to the Agency's operational requirements, the candidate will be required to be available at short notice.
For further information on the legal framework of contract agents see the web site of the Directorate-General for Human Resources and Security (DG HR) on the internet at
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CONSLEG:1962R0031:20140101:EN:PDF

Publication date

Publication start date

23/04/2021

Publication end date

14/05/2021

Publication extension date

28/05/2021

Candidate criteria

Eligibility criteria

A. Eligibility criteria
• Be owner of a CAST in the grade for which you are applying* OR be registered in the EPSO/CAST/P/16/2017 before applying**;
• A post-secondary education attested by a diploma OR a secondary education attested by a diploma giving access to post-secondary education and appropriate professional experience of three years;
• Thorough knowledge of one of the languages of the European Union and a satisfactory knowledge of another EU language to the extent necessary to perform his/her duties.
* Candidates must be included in the European Personnel Selection Office (EPSO) database for contract agents in function group III and have successfully passed the EPSO selection tests for that function group. Please note that candidates who are on a valid EPSO list published in 2010 (CAST2010) are eligible on the condition they have successfully passed the complementary tests (DB3), as an Annex to the selection procedure CAST2010. The candidates concerned are invited to consult the letter they received from EPSO for further information.

Other eligibility criteria

** In the context of the call for expression of interest EPSO/CAST/P/16/2017 procedure(1), your application will be considered only if you are available to be flagged for the EPSO testing request during the screening phase of this selection process(2). The pre-selected candidates will be requested by the Agency to undergo the EPSO tests. Only candidates that have successfully passed the EPSO CAST selection will then be invited for an interview.
In addition, in order to be eligible a candidate must:
• be a national of one of the Member States of the European Union;
• be entitled to his/her full rights as citizen;
• meet the appropriate character reference as to his/her suitability for the performance of his/her duties;
• have fulfilled any obligations imposed by the applicable laws concerning military service, and;
• be physically fit to perform the duties linked to the post.
Please note that only candidates that comply with the Eligibility criteria will be considered for further steps of the Selection procedure.
(1)https://epso.europa.eu/contact/faq/contract-agents/cast-permanent_en
(2)Candidates who are blocked and therefore cannot be flagged in order to be invited by EPSO to undergo the EPSO/CAST/P/16/2017 competition, because they have failed in the previous testing windows, will be considered as not eligible regardless of the relevance or not of their CV.

Selection criteria

B. Selection criteria
Essential:
• Minimum 2 years of professional experience acquired in positions related to the profile of the post.
• Very good knowledge of office automation tools (Microsoft Office suite).
• Experience in Windows 2012 server and desktop (Windows 7) environment.
• Good interpersonal, communication, problem solving skills and user oriented approach and behaviour.
• Very good command of the English language in the technical fields concerned (C1)
Advantageous:
• Knowledge of Landesk or any similar deployment tools.
• Previous experience in the IT Helpdesk in an EU Institution.
• Knowledge of SAN/NAS storage systems
• Knowledge of more than two Community languages, in particular working languages (French and/or German).
Personal qualities essential for the position (evaluated during the interview):
• High degree of organisational skills and ability to work under pressure;
• Good interpersonal and communication skills;
• Proven ability to work as a team member;
• Ability to appreciate and follow priorities.
After having been preselected by the Selection Committee, the Agency will invite for an interview the best candidates, that are owner of a CAST in the relevant function group or that have successfully passed the EPSO CAST selection EPSO/CAST/P/16/2017, with a maximum of 10 candidates invited to the interview.

Languages

English (Proficient C1)

Updates on the application process

An acknowledgement of receipt will be sent to all candidates by email to confirm the reception of their application.
All candidates will be informed in due time about the status of their application, i.e. whether they are invited for the selection phase described above or not. These notifications will be sent via email only.
A candidate may request clarifications about the processing of his/her application by sending an email quoting the reference of the vacancy notice concerned, to the following address:CINEA-HR-RECRUITMENT@ec.europa.eu

Equal opportunities, appeal procedure & data protection

The European Union institutions apply a policy of equal opportunities and accept applications without discrimination on the grounds of sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.

Appeal procedure: for complete list of means of redress please see the document attached.

The purpose of processing of the data submitted by candidates is to manage the applications in view of a possible pre-selection and recruitment at the CINEA. The personal information requested from candidates will be processed in line with Regulation (EU) 2018/1725 of the European Parliament and of the Council of 23 October 2018 on the protection of individuals with regard to the processing of personal data by the Community institutions and bodies and on the free movement of such data.

Attachments

Attachment

Means of Redress.pdf (127 Kb) Download attachment