ICT System Infrastructure & Helpdesk Coordinator (m/f)

Duties

Mission

• Evaluates the need for service, equipment and materials; issues operational plan and assists his superior in contracts negotiations
• Defines the infrastructures system requirements and procedures, configuring access and performance of the working networks to be used
• Supports the projects implementation, maximizing synergies with existing infrastructures and respecting company standard and guideline
• Oversees the helpdesk team and coordinate their day-to-day work when needed
• Evaluates the need for service, equipment and materials; issues strategic operational plan and assists his superior in contracts negotiations

Main Activities & Responsibilities

• Controls the activities on the domain controller of the company and on active directory
• Controls and monitor the HQ’s activities as per “Operational IT services” work with HQ team to avoid any business discontinuity
• Project system infrastructure (intranet, Internet, FTP servers, web mail, etc..) to ensure it is working effectively and efficiently
• Coordinates installation of server software for infrastructure’s upgrade and maintenance
• Manages assigned projects and program components to provide services in accordance with the set objectives
• Oversees the administration of systems and related network servers to ensure the availability of services to authorized users
• Repairs and reforms unplanned events that adversely affect the system or the network computing environment
• Ensures that the hardware, software upgrades, installations, reinstallations, changes and/or relocations are completed efficiently and as needed
• Ensures the installation, configuration and maintenance, in accordance and with the support of Eni HQ, of file servers, virtual servers, storage area network, print server, active directory, Antiviruses and Data Back Up
• Find solutions to problems of computer systems, applications to identify failures and correct them as well as other operational difficulties
• Plans and implement, jointly with TLC & Network coordinator and Ict Manager, security policies, setting up firewalls, managing host security, applying cryptography to network applications, and regulating file permissions
• Supervises helpdesk staff and procedures
• Checks that normal service for users is resumed as quickly as possible, minimizing the impact on business of any IT failure
• Performs additional specialist support for the user and the team he leads
• Supports his superior Manager on administrative aspects for relevant licensing
• Supports his direct responsible in producing SoW to be submitted to C&P for the tender processes entered by the team is consistent and the descriptions of problems are complete and included on all “tickets”
• Keeps the ICT Manager informed on any issue that could cause business discontinuity
• Implements and reviews the process of call routing and management
• Maintain a data base system of ticketing do helpdesk
• Keeps the ICT manager informed on any issue that could cause business discontinuity
• Carries out other tasks or IT and HD projects as required
• Develops and improve the relationship with users and technical support
• Acts in accordance with company policies and procedures
• Ensures that there is a good understanding of standards and applications approved by the company
• Maintains IT assets inventory and storage
• Supports his direct responsible in proposing improvement projects and plans for its implementation according to best practices and budget constraints
• Supports his direct responsible in planning the operational costs budget

Requisites

• Degree in IT or similar
• More than 5 years of previous experience in same or similar role
• Windows Server certification mandatory
• Windows 10 and other MS certifications is a plus
• VMWARE certification is a plus
• NETAPP certification is a plus
• SQL server DB certification is a plus
• Understanding of TCP/IP protocols and LAN/WAN
• ITIL certification is a plus

Notes

• Only shortlisted applicants will be contacted