IT Infrastructure Specialist, Frankfurt

Organization: European Central Bank (ECB)

Country: Germany

City: Frankfurt, Germany

Office: ECB Frankfurt

Closing date: Wednesday, 28 October 2020

IT Infrastructure Specialist

E/F (2)

You will be part of the Infrastructure and Operation Services (IOS) Division in the Directorate General Information Systems (DG/IS). Our Division has 74 staff, who provide the ECB’s IT infrastructure and ensure that all relevant systems and applications are running efficiently. In addition to designing, implementing and maintaining the technical services supporting ECB and ESCB applications, the IOS Division provides collaboration tools, such as email, WebEx, MS Teams, telephony and mobile devices. We process IT Service Desk requests in order to make sure that all ECB users have the hardware and software they need to perform their job effectively. We also provide automation, monitoring and service management to support and optimise business and IT processes within the ECB. We are currently working on a portfolio of innovative projects, which includes integrating cloud services with the ECB’s IT infrastructure, increasing automation, introducing software factory services and the latest end-point technologies (e.g. Windows 10 and Microsoft 365), and enhancing mobile devices with native mobile Office applications and collaboration tools. The Special IT Support (SITS) team is a primary point of contact between high-ranking officials at the ECB and DG/IS. The SITS team provides a wide range of IT support services, with a 24/7 on-call service for customers including the President, the Executive Board members, the Supervisory Board members, as well as their counsellors and management assistants, and the members of the Administrative Board of Review. The team members deliver services in all ECB premises and accompany their customers to important external meetings and conferences. Being engaged in end-user initiatives and assisting in major projects with a direct impact on the customers, the SITS team also provides engineering and innovation services. The ECB is an inclusive employer and we strive to reflect the diversity of the population we serve. We encourage you to apply, irrespective of your gender, gender identity, ethnicity, sexual orientation, age, religion, disability or other characteristics.

As an IT Infrastructure Specialist, you will:

answer calls from customers and help them with IT-related enquiries or issues;
support high-ranking officials, providing solutions for their IT enquiries and issues both on-site and remotely, set up dedicated end-user devices (including mobile devices) for them, and manage their complete set of devices;
engage and collaborate with end-users to understand and gather requirements for desired ad hoc IT solutions, and design and implement such solutions;
present new and changed functionalities of IT systems to end-users in an interesting and understandable manner, in order to ensure a smooth and trouble-free introduction of the ECB’s new IT services and keep the customers up to date with the continuously evolving DG/IS service portfolio;
participate in the selection and certification of new end-user devices for customers (e.g. laptops, tablets, printers, table phones and mobile phones);
establish and maintain good relationships with other support teams at the ECB, understanding the scope of their services and processes.

The position offers you excellent opportunities to work with a wide range of the latest end-user IT technologies (e.g. those of Microsoft, Apple, Cisco and Xerox). You will be part of a multicultural team that strives for continuous innovation to make a positive impact on the lives of European citizens.

The contract will be convertible into a permanent contract after three years subject to individual performance and organisational needs. The recruitment process for this position may include a video interview via WebEx in the pre-selection phase and -‘ if you are invited to participate in the subsequent selection phase -‘ a written exercise, a simulation of an incident and interviews. Please note that due to a system changeover, we expect to take the recruitment system offline from the morning of Friday, 16 October to early in the morning of Tuesday, 20 October. Please therefore use the time available prior to this system downtime (and thereafter too, depending on the closing date) to complete your application.

Essential:

Tags active directory information systems service management

a bachelor’s degree or equivalent in IT or another relevant field (for details on degree equivalences, https://www.ecb.europa.eu/careers/before-you-apply/html/index.en.html);
in addition to the above, a minimum of seven years‘ experience in the field of end-user support for a wide range of information technologies;
professional experience with Microsoft end-user technologies (e.g. Windows 10, Microsoft 365, SCCM and MS Teams), Apple iOS and macOS technologies, as well as Cisco WebEx;
a sound understanding of modern IT security concepts, as well as email, IP network and Wi-Fi technologies;
an advanced (C1) command of English and an intermediate (B1) command of at least one other official language of the EU, according to the Common European Framework of Reference for Languages, https://www.coe.int/en/web/common-european-framework-reference-languages/table-1-cefr-3.3-common-reference-levels-global-scale.

Desired:

a sound understanding of telephony, Microsoft Intune and Microsoft Active Directory systems;
strong problem-sensitivity, problem-solving and creative-thinking competencies;
excellent communication skills, with a focus on active listening, non-verbal communication, friendliness, confidence and open-mindedness.

You engage collaboratively with others. You pursue team goals and learn willingly from other people’s diverse perspectives. You signal any need for change by explaining it and proposing alternative solutions. You analyse complex information effectively and can evaluate different views to arrive at solutions. You know and anticipate stakeholder needs and demonstrate a customer and service orientation. You are motivated to contribute to the ECB’s mission, to serve the citizens of the EU as a member of a public institution and to work with colleagues from all over Europe. You are motivated to be part of our team and to use your skills and competencies to achieve the objectives of this position.

You will participate in on-call duties, ensuring 24/7 access to IT support. You will travel to locations of official meetings and conferences (e.g. of the Governing Council, Group of Seven, Group of Twenty, and Economic and Financial Affairs Council), preparing an on-site IT set-up and providing IT assistance during those events.

Applications are to be made in English and submitted using our online application form. An ‚Applicants‘ Guide‘ can be downloaded from our recruitment pages.

The recruitment process may include a pre-screening exercise, a written exercise, a presentation and interviews.

Further information on the ECB’s conditions of employment for fixed-term positions can be found at https://www.ecb.europa.eu/careers/what-we-offer/contract/fixed/html/index.en.html

Applications are accepted from nationals of Member States of the European Union.

The requirements laid down in the vacancy notice must be met by the closing date for applications.

This vacancy notice may be used to fill the same position again, or similar positions, within 12 months of the selection decision.