Form IP 45-2 Issue 4.5

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1. Background

The Information Division (ID) is responsible for providing services related to Information and Communication Technology (ICT) and Information Management (IM) to support and

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enable the Programme Divisions and the Central Office to carry out the core activities of OCCAR-EA efficiently and effectively.

This includes all matters relating to ICT and IM, including the management of IT infrastructure, cybersecurity, data protection, digital communication systems, collaboration tools, software applications, knowledge management, data governance, and ensuring the secure and compliant handling of all information across OCCAR-EA.

The ID comprises the ICT and IM Sections. The ICT Section is responsible for:

  • Defining and implementing ICT policies and plans in support of OCCAR-EA, under the direction and guidance of the Head of Division, and in line with the broader OCCAR-EA Information Management Concept and overall OCCAR-EA strategy;
  • End-to-end ownership, at Division and Section level, of the acquisition, deployment, maintenance, cyber-security and configuration management of the entire OCCAR-EA ICT infrastructure and services, encompassing client devices, networking components, server environments, databases and corporate applications on premises and throughout all OCCAR sites;
  • Overseeing the technical aspects of ICT support contracts and monitoring contractor performance to ensure service quality and compliance.

2. Duties and Responsibilities

The ICT Support Technician (Madrid), under the responsibility of the ICT Section Leader, supports the ICT Service Support Manager (Bonn).

Responsible for resolving complex and everyday service requests relating to client workstations, server, network hardware and software problems and malfunctions; interacting and consulting with clients to their satisfaction; providing guidance, assistance, and follow-up on client inquiries; Asset Management; assisting in the implementation of desktop hardware and software.

Provide daily technical guidance and coordinate any external ICT contractors on Madrid Programmes and sites.

In particular, the ICT Support Technician (Madrid) will be responsible for:

  • Client computer configuration, deployment, maintenance and documentation;
  • Service Desk Management, Incident Management, Problem Management;
  • Supporting contracted Help Desk/Technical personnel (if any) in Madrid related Programme Divisions sites;
  • Coordinating the Madrid Programmes ICT Help Desk support and providing ICT support to other sites when needed;

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  • Supporting the operational oversight of outsourced ICT support contracts and acting as the local technical point of contact for assigned contractors to Madrid IT Support;
  • Supporting Programme Divisions related applications;
  • Assisting the System Administrator, the Network Technology Manager and the Database Administrator in managing, improving and maintaining the ICT Business Resilience Hub in Madrid;
  • Providing the users with technical support and documentation;
  • Assisting internal users in identifying and documenting required system enhancements, always in coordination with the ICT Service Support Manager and/or the ICT Section Leader;
  • Maintaining the ICT knowledge base;
  • Managing ICT configuration items and assets;
  • Supports the Service Support Manager in achieving their Domain objectives;
  • Act as an operational deputy to the ICT Service Support Manager for clearly defined support activities, as required;
  • Assisting in the planning and implementation of OCCAR hardware and software;
  • Coordinating and supervising the activities of external ICT Contractors providing services to Madrid Programmes.

3. Key competences and skills required for the grade

(You must provide evidence of meeting these key competences and skills in your Application, Section 12).

CS 1 Excellent interpersonal skills with the ability to interact and communicate at all levels within OCCAR as well as with Nations;

CS 2 The ability to work in a changing, developing and demanding environment;

CS 3 The ability to work independently based on objectives set by the line manager;

CS 4 The ability to use Computer and Information Technology (ICT) facilities, and able to demonstrate a good working knowledge of MS Office software;

CS 5 Good team-working skills with ability to establish good working relations at all levels in a multicultural context and with respect for diversity.

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4. Specialist knowledge and experience required for the post

(You must provide evidence of meeting these specialist requirements in your Application, Sections 10 and 11).

4.1 Essential:

ES 1 Proven hands-on experience in delivering IT Service Support, preferably following ITIL best practices. This includes providing 1st and 2nd level support on classified networks within Windows 11 client infrastructures integrated into Active Directory environments and providing centralized services;

ES 2 Practical and proven experience in managing IT ticketing systems and resolving complex service requests using remote desktop tools, with demonstrated expertise in Remote Access (VPN) technologies and in the use of centralized platforms for automated software deployment, device configuration, and asset tracking;

ES 3 Proven knowledge and experience in installation/refurbishment of IT in different locations and in the configuration of end-user IT assets, including the set-up of meeting room infrastructure, VTC and audio-visual components, network equipment, and mobile equipment for events and presentations;

ES 4 Proven experience in supporting the procurement of IT items and services (e.g., technical justification, procurement documentation, offers evaluation etc.) and contributing to IT lifecycle and asset management. The role requires proven experience in interacting with IT Vendors at a technical level;

ES 5 Demonstrated experience in contributing technical input to the preparation of multi-annual IT budgets and in supporting expenditure tracking during budget execution, with a strong up-to-date understanding of IT licensing models. Excellent knowledge in Microsoft productivity applications (specifically Office) and Adobe PDF Products administration is required.

4.2 Desirable:

DS 1 Proven expertise on all the Microsoft environment, especially in the following: Microsoft Volume licensing Service Centre, Windows 11, Active Directory, Remote Desktop Services, Quick Assist,

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Intune/endpoint manager, MS365 Admin Centre, MS Teams, Entra Id and Share Point; Proven experience and excellent knowledge in supporting budget and asset management processes using MS AX 2009 and Dynamics 365;

DS 2 Solid knowledge and experience with CISCO collaboration tools (e.g., Cisco VTC, Jabber, Webex), CISCO networking certifications, Meraki WIFI solutions, Adobe and Drupal CMS;

DS 3 Experience in performing similar tasks in other international or multinational organisations;

DS 4 Demonstrated experience in delivering end-user training on IT tools, including preparation of training materials, technical documentation, and user manuals, as well as conducting structured training sessions;

DS 5 Knowledge and experience on ICMT Tools (preferred Topdesk).

5. Language Requirements¹

  • ADVANCED level of ENGLISH both oral and written.
  • Upper-Intermediate level of Spanish is desirable.
  • Additional knowledge of another OCCAR Member or Participating State's language will be considered as an asset.

6. Qualifications

Minimum requirements: An education degree in IT equivalent to the European Qualifications Framework level (EQF) 5 with 5 years of proven experience/track record in the activities described above or, an education degree in IT equivalent to the EQF 4 with more than 7 years of proven experience/track record in the activities described above.

Or;

A certified IT expert qualification combined with a proven track record of at least seven years practical experience in IT gained in relevant prior positions.

7. Security Clearance

Security clearance at OCCAR Secret level or equivalent² is required for this post, or must be obtained within six months of the contract start date.

¹ The language levels can be found on the OCCAR website, www.occar.int Careers / Applying.

² OCCAR-EA Table of equivalent security classifications: Annex OMP 11-B

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8. Applications and Points of Contact

For further information regarding this Post, please contact:

application@occar.int

Applications for this Vacancy Notice should be submitted through the appropriate National Administrations.

OCCAR Privacy Statement:

When applying for an OCCAR vacancy, it is necessary for OCCAR to collect and process personal data about you in order to assess and evaluate your suitability for the vacancy, and (if successful) to coordinate with relevant service providers in preparation of your appointment. For further information please visit our web-site: OCCAR Privacy Statement - http://www.occar.int/privacy-data-protection.

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At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.