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IT System Engineer
2021-03-30 14:12:35| Space-careers.com Jobs RSS
Position Reference 850 We are currently looking for an IT System Engineer to work for our client, the European Space Agency ESA, in the city of Frascati, Italy. The IT System Engineer will work in the ESAs enduser Division of the esaIT Department. The key person will provide central esaIT unified user support services and will maintain and sustain the end users digital workplace capabilities across the Agency. Tasks and Activities The scope of work will include Defining and documenting user requirements. Ensuring that the workplace service operates properly, interfacing workplace services supplied by the industrial service providers. Supervising the day to day service providers, their service delivery and provisioning, monitoring, measuring and reporting the performance against their SLA , including related infrastructures availability, continuity, capacity, asset refresh. Supervising user requests and related trends such as for incidents, problems, changes, assets. Managing service catalogues and portfolios. Monitoring and ensuring that the SLA, as defined in the Quality Matrix section, and the Service providers SLA are respected. Handling of any workplace servicerelated exceptions and escalations. Mastering the enduser functional and service aspects. Reviewing and accepting the service and technical deliverables of service providers Change Management. Supervising the Service configuration and implementation of resolution and related deployment planning Configuration and Release management. Managing the insertion plan of any new service or its major enhancement, including the Insertion Service readiness review procedure. Applying a systematic approach for continuous service improvement, covering gaps of Service providers when necessary. In addition providing support to the following areas Communication Management Major Incident Highest severityPriority issue User Dissatisfaction management User Complaint management Supplier Third parties Management Management of baseline of workplace services Performance Management Measurement and Reporting Risk Management Engineering activities. Providing support esaIT for a variety of workplace services related tasks Personal Computing devices Laptop and mobile services Backend Office services IT Service Management system and tools. Skills and Experience The following skills and experience are mandatory University Degree or equivalent qualification in Information Technology domain with a solid and documented background and practise. At least 7 years of indepth experience are required in coordinating and supervising service delivery and provision, operations of mediumlarge size contracts. Strong knowledge of the following ITIL standard and best practise for Service delivery and Support processes Workplace Technologies and IT Service Management tools suite Mobile applications domain and environments. Strong scripting and packaging technical skills. Excellent interpersonal skills with leadership qualities. Ability to maintain a good working relationships with a wide range of staff, customers and industry representatives e.g. Service providers and HWSW Vendors. CustomerEndUser orientation possibly having executed both the roles of Supplier and Customer Knowledge and experience in as many of the following, not limited to Engineering knowledge with Windows Active Directory Azure AD. Strong working experience with Group Policies Replication. Topologies Azure AD DNS PKI Microsoft PowerShell Windows Server 2008R2, 2012 and 2016 Windows 10. InDepth understanding of FISMO roles, AD infrastructure and security best practices. Strong working experience with Trust Relationships and 3rd party AD Integrations. Strong network troubleshooting skills with DNS DHCP CA Certificate Authority, including packet analysis. Broad technical experience and understanding of having a multioperating system environment Windows, MacOS and iOS and Android. Mobile solutions and devices Android and Mac Ios in general. Telephony analogdigital and Voice over IP communication e.g. Alcatel Lucent IP telephony solutions, OXE, Open Touch, Rainbow. VoIP installationsupgrades and testing e.g. Alcatel Lucent handsets. CISCO and Policom video systems, Content sharing, Virtual Meeting Room, S4B, Zoom, PixIP and other video platforms. IT Service management tools suites BMC and Remedy suite, Service Now suite, SAP BO, Nagios, TMART for probing, etc... Virtual VMDesktop domains Citrix, VM Ware. How to Apply Looking to take your career to the next level? Interested applicants should submit their CV and Cover Letter to RHEAs Recruitment team at careersrheagroup.com no later than 20042021. Preference will be given to candidates eligible for an EU or national personal security clearance at the level of CONFIDENTIAL or above. About RHEA Group RHEA Group is a leading engineering consultancy firm with demonstrated expertise in space, system and secure software solutions. We attract skilled engineers, scientists and management professionals and offer a range of exciting career paths working alongside clients such as the European Space Agency, the European GNSS Agency, EUMETSAT and NATO.
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