Enterprise IT Support Analyst

1. Position information

Vacancy No.: VN21-40
Grade: A2
Job Ref. No.: STF-PL/21-40
Location: Reading, UK
Department: Computing
Section: Platforms & Services
Reports to: Servers and Desktops Team Leader
Closing Date: 31 August 2021

2. About ECMWF

ECMWF is the European Centre for Medium-Range Weather Forecasts. It is an intergovernmental organisation created in 1975 by a group of European nations and is today supported by 34 Member and Co-operating States, mostly in Europe. The Centre’s mission is to serve and support its Member and Co-operating States and the wider community by developing and providing world-leading global numerical weather prediction. ECMWF functions as a 24/7 research and operational centre with a focus on medium and long-range predictions and holds one of the largest meteorological archives in the world. The success of its activities relies primarily on the talent of its scientists, strong partnerships with its Member and Co-operating States and the international community, some of the most powerful supercomputers in the world, and the use of innovative technologies such as machine learning across its operations.

Over the years, ECMWF has also developed a strong partnership with the European Union, and for the past seven years has been an entrusted entity for the implementation and operation of the Climate and the Atmosphere Monitoring Services of the EU Copernicus Programme, as well as a contributor to the Copernicus Emergency Management Service. The collaboration does not stop there and includes other areas of work, including High Performance Computing and the development of digital tools. It is enabling ECMWF to now provide data and products covering weather, climate, air quality, fire and flood prediction and monitoring.

ECMWF has recently become a multi-site organisation, with its headquarters based since its creation in Reading, UK, its new data centre opening in 2021 in Bologna, Italy, and new offices, also opening in 2021 in Bonn, Germany.

It is foreseen that ECMWF will be a major partner in the implementation of the Destination Earth (DestinE) initiative starting later in 2021, together with ESA and EUMETSAT as partners. The objective of the European Commission DestinE initiative is to deploy several highly accurate thematic digital replicas of the Earth, called Digital Twins, to monitor and predict natural and human activities as well as their interactions, to develop and test scenarios that would enable more sustainable developments and support corresponding European policies for the Green Deal.

For additional details, see www.ecmwf.int/.

The Platforms and Services Section forms part of ECMWF’s Computing Department and is responsible for delivering a wide range of services including mission-critical virtual and bare-metal server infrastructure, data centre and wide area networks, security, monitoring and analytics, and enterprise ICT.

Within the Platforms and Services Section, the Servers and Desktops Team is responsible for designing, procuring and deploying the enterprise ICT infrastructures and their associated services, and their day-to-day operational running. This includes services built within our own data centre as well as cloud hosted Enterprise applications such as Microsoft 365. Some parts of the infrastructure are supported on a 24/7 basis, for example directory services used for account login.

3. Summary of the role

The Enterprise Support Analyst will participate in designing, implementing, administering, and troubleshooting solutions that aim to provide users with the best desktop experience. they will also contribute to the design and support of the various hardware, software, physical and virtual components that ultimately offer services to users.

4. Main duties and key responsibilities

  • Developing solutions for the next-generation desktops running Windows, macOS, and Linux, including virtualization technologies and remote/cloud management
  • Providing third-line support to end-user enterprise applications, including desktop operating systems, office productivity suites, business information systems, desktop virtualization, mobile device management technologies, and security tools
  • Managing Windows services, applications and infrastructure using Microsoft Windows servers
  • Managing Apple services and applications using Microsoft MDM
  • Troubleshooting and fixing problems with Windows, macOS, and Linux-based systems
  • Preparing the automated roll-out of regular patches and updates to servers and desktops
  • Evaluating new products, features and upgrades
  • Delivering excellent customer service
  • Drafting internal guides and technical documents
  • Supporting the team leader in defining strategies, planning activities and procuring services and infrastructure
  • Providing general day-to-day support for the services provided by the team, including, on a regular basis, 24-hour on-call support for the mission-critical services

5. Personal Attributes

  • Excellent customer service and interpersonal skills
  • Strong interest in technology and IT troubleshooting with strong problem-solving attitude
  • Self-motivated, and able to work with minimal supervision
  • Ability to maintain effective communication and documentation with the rest of the team and a distributed user community
  • Good planning and organisational skills

6. Qualifications and experience required

Education

  • A university degree (EQF Level 6) or equivalent industry experience.

Experience

  • Proven expertise at enterprise level in the management, design, development and deployment of integrated desktop solutions.
  • Proven expertise in desktop engineering, architecture and third-line IT support, specifically also cloud-managed zero-touch deployments and remote support.
  • Extensive experience with Microsoft or macOS desktop operating systems, with a solid working knowledge of the desktop computing environment. Having proven expertise on both platforms would be a distinct advantage.
  • Strong knowledge and experience running centralised administration tools such as Microsoft Active Directory, configuration and administration services, file system sharing, and printing services.
  • Working experience administering and troubleshooting VMware infrastructure and VDI (Horizon) technologies, or a competitive equivalent.
  • Working experience administering and supporting Microsoft 365 services.
  • Experience of implementing endpoint security technologies and products including, but not limited to, anti-virus, host-based intrusion detection, posture checking, and local security policies.
  • Ability to write scripts for automation, preferably using python.
  • Sound knowledge of Microsoft Office productivity tools. Knowledge and experience of document management systems (desirable).
  • Experience of developing and supporting a Linux desktop service (desirable).
  • Familiarity with VoIP telephony services and/or Microsoft Teams Phone System (desirable).

Knowledge and skills (including language)

  • Candidates must be able to work effectively in English and interviews will be conducted in English.
  • A good knowledge of one of the Centre’s other working languages (French or German) is not required but would be welcome.

7. Other information

Grade remuneration

The successful candidate will be recruited at the A2 grade, according to the scales of the Co-ordinated Organisations and the annual basic salary will be Ł62,166.00 net of tax. This position is assigned to the employment category STF-PL as defined in the Staff Regulations.

Full details of salary scales and allowances are available on the ECMWF website at www.ecmwf.int/en/about/jobs, including the Centre’s Staff Regulations regarding the terms and conditions of employment.

Starting date: 1 November 2021, or as soon as possible thereafter.

Length of contract: The total contract duration is expected to be four years (with the possibility of further extension). However, please note that the DestinE Contribution Agreement is likely to be divided in phases, the first of which will last for two and a half years. The Centre is therefore required to contract initially for the same period. Extensions to complete the four-year period (which could be subsequently extended even further) will be offered to the successful candidate as soon as funding beyond the initial phase is confirmed.

Location: The position will be based in the Reading area, in Berkshire, United Kingdom.

Successful applicants and members of their family forming part of their households will be exempt from immigration restrictions.

8. How to apply

Please apply by completing the online application form available at www.ecmwf.int/en/about/jobs/.

To contact the ECMWF Recruitment Team, please email jobs@ecmwf.int.

Please refer to the ECMWF Privacy Statement. For details of how we will handle your personal data for this purpose, see: https://www.ecmwf.int/en/privacy.

At ECMWF, we consider an inclusive environment as key for our success. We are dedicated to ensuring a workplace that embraces diversity and provides equal opportunities for all, without distinction as to race, gender, age, marital status, social status, disability, sexual orientation, religion, personality, ethnicity and culture. We value the benefits derived from a diverse workforce and are committed to having staff that reflect the diversity of the countries that are part of our community, in an environment that nurtures equality and inclusion.

Applications are invited from nationals from ECMWF Member States and Co-operating States, listed below:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Hungary, Germany, Greece, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Montenegro, Morocco, the Netherlands, Norway, North Macedonia, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.

Applications from nationals from other countries may be considered in exceptional cases.

published: 16 July 2021     Please mention EARTHWORKS when responding to this advertisement.