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Cronos International - IT Support (Helpdesk Operator / Support Manager / System Administrator)

For several long term missions at the European Institutions, Cronos is looking for : Helpdesk Operator / Support Manager / System Administrator 

 

 

1. Helpdesk Operator

 

Job description

  • Making an initial assessment of incidents, attempting to resolve.?
  • Recording and tracking incident and problem information in a ticketing system
  • Monitoring progress of incident resolution relative to the appropriate SLA
  • Managing the incident life-cycle, including closure and verification
  • Participate in reconfiguration and installation of PC environment
  • Follows standard service desk procedures & processes
  • Advises staff on appropriate action & maintain the ownership of the incident & ensures updates
  • Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.

 

Profile

  • Experience in a similar job
  • Excellent knowledge of all round IT (Microsoft Office, Hardware, Windows ...)
  • Experience with ticketing systems (HP Service Center...)
  • Knowledge of/or experience in ITIL environment is big advantage.?
  • Fluent English and French
  • Capable of working in an international and multicultural environment
  • Team player and strong communication skills 

 

2. Support Manager 

 

Nature of the Tasks 

  • Organisation , implementation and maintenance of (IS)  support
  • Coordination of support teams
  • IS Service management
  • Coordination  with the  project  teams
  • Coordination of wiki sites, collaborative sites or social networks
  • Follow-up of service quality
  • Management  and follow-up of user requests
  • Guidance regarding the use of information systems
  • Management  of incidents related to information systems; organisation of the reporting
  • Conception and organisation of user  documentation for information systems 
  • Conception and  management  of  IS and ICT trainings
  • Participation in user, service and project meetings

 

Knowlege and Skills 

  • Proven knowledge in end user assistance or support of information systems
  • Excellent knowledge of ITIL
  • Good  IT skills
  • Knowledge of wiki, collaborative sites and social networks
  • Excellent communication / writing skills.
  • Good reporting methods.
  • Ability to give presentations.
  • Ability to apply high quality standards 
  • Ability to participate in multi-lingual meetings, good communication skills. 
  • Capability of working in an international/multi-cultural environment, rapid self-starting capability and experience in working in team; leadership capability.
  • Able to cope with the needs of multi-language site deployment.

 

3. System Administrator 

 

Nature of the Tasks

  • Administration of DG-specific infrastructures, systems and services, such as file and print-services, RDS service, DG-specific systems and software and hosted applications
  • 2nd level support. ? Installation and configuration of system components and server software 
  • Operating and monitoring of infrastructure, systems, servers ? perform configuration management tasks & procedures
  • “Incident handling, problem handling:
  • analysis and resolution, problem definition, analysis and resolution: preliminary diagnosis of software and Hardware problems, co-ordination with the central IT departments “
  • Advise in areas such as capacity management, contingency planning, IT service continuity management, automation of repetitive tasks, security
  • Coordinate with hosting services
  • Coordinate with database management teams
  • Scripting & configurations in context of systems & infrastructure
  • Handling of backups and restore operations of systems & infrastructure
  • Participate in defining and documenting configuration of systems & infrastructure
  • Participate in defining and documenting operational procedures
  • Participate in architectural design/reviews ? Draft technical content for knowledge base for use of upstream support teams
  • Evaluation and implementation of security standards
  • Security administration and monitoring, in adherence to the security rules imposed by the Commission's central security service (complemented by local rules where needed); under supervision of the LISO (Local Information Security Officer) ? Participation in coordination and project meetings

 

Knowledge and Skills 

  • Expert knowledge of the Windows or Unix or Linux operating system in the versions used in the Commission.
  • ITIL knowledge Ability to participate in multi-lingual meetings, ease of communication.
  • Capability of integration in an international/multi-cultural environment, rapid self-starting capability and experience in working in team.
  • Able to cope with the fast changing technologies.
  • Able to cope with the needs of multi-language deployments. 

Description société

CRONOS International is since October 2005 the company of the CRONOS group specialized in delivering ICT services to private and public International Organizations. By creating a distinct organization, CRONOS wants to emphasize the additional components that characterize international organizations, such as multilinguism, different cultures, more complex decisions processes and so on.
Ever since its inception, CRONOS has demonstrated an extraordinary growth, both in revenue and staff numbers.
CRONOS' ability to swiftly adapt to the ever-changing market demands made it the most preferred technology partner for many companies on the lookout for high quality ICT solutions.
A thorough understanding of customers' needs and a continuous quest for innovation, combined with a consistent but flexible attitude towards excellence, paved the way to rapid growth and success.

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