Détail de l'annonce pour le poste de ICT User Support Officer M/W chez European Union Agency for the Space Programme à Prague

The European GNSS Agency (GSA) is responsible for the operations and service provision for the European Global Navigation Satellite Systems (GNSS) EGNOS and Galileo. By developing a new generation of GNSS, Europe is laying the foundation for new high-technology industry development, leading to job creation and economic growth. These European flagship space programmes, which embody what can be achieved when Europe works together, are already bringing real benefits to people and business in Europe and around the world.

Among other tasks the ICT&FML Department is supporting the business needs of the Agency from technical and organisational standpoints through coordinating and managing the ICT function, including planning and managing the implementation, operation, development, optimisation and maintenance of ICT infrastructure for both unclassified systems and systems processing EU classified information up to SECRET UE and across all GSA sites and remote offices (currently Prague, Saint Germain-en-Laye, Toulouse, Brussels, Noordwijk and Madrid). The department coordinates the development, maintenance, optimisation and implementation of internal administrative procedures (and related software applications), support to document management and archiving; ensures that administrative procedures are synchronised with information systems in order to maximise the benefits from using modern technologies and the overall efficiency and performance of the Agency; plans and ensures ICT security and infrastructure management as well as the ICT business continuity plan. It also provides ICT expertise to the GSA and support to end users (internal and external) in all GSA sites.


The ICT User Support Officer will provide support to users and administer ICT systems. He/ she will report to the ICT Helpdesk Team Leader or his assignee. The ICT User support officer main tasks and responsibilities will include:

  • Support users of GSA ICT Services, in particular on systems processing EU classified information, including:
    • Assist users in a professional and efficient way in order to solve incidents and service requests (following ITIL best practices);
    • Conduct correct identification, logging and categorization of issues, escalating to other ICT groups as necessary;
    • Supervise the ICT support portal queue, making sure all tickets are assigned and logged properly.
  • Administration of GSA ICT systems on basic administration level (up to level of SECRET EU), including:
    • Administration of Active Directory services;
    • Administration of File&Print services;
    • Administration of Intranet services (SharePoint);
    • Administration of E-mail services (Exchange);
    • Support and maintenance of ICT Videoconferencing infrastructure;
    • Provision and support of restricted ICT systems as instructed by Security and Operations teams;
    • Standalone computers and mobile devices.
  • Full processing of ICT onboarding/offboarding of new users, including account management (accurate attributes, handover sheets, proper permissions granted, etc.) and set up and removal of ICT equipment;
  • Management of GSA ICT classified and unclassified assets (hardware and software), including physical reception, storage, assignation and tracking;
  • Management of ICT Videoconferencing infrastructure, including room maintenance and support to end users;
  • Acting as Queue Manager of tickets opened on the Support Portal, ensuring all tickets are properly handled, processed and distributed amongst the team;
  • Proactive involvement in overall digital transformation of ICT infrastructure as subject matter expert;
  • Participation in complex ICT projects related to newly build data centres and cloud migration with focus on automation and simplification of user support;
  • Management of DIGIT contracts and preparation and review of GSA specific contracts;
  • Contribution to the preparation of tenders and contracts specifications by providing technical advice;
  • Ensuring the maintenance, development and provision of the system documentation, including end user documentation and training to GSA users;
  • Participation in hand over activities of newly procured or developed software or system to production environment as instructed;
  • Participation and support in ICT projects as requested by ICT Team Leaders or Head of ICT;
  • Keeping up with the latest ICT technologies and best practices in order to actively contribute to the continued ICT modernisation and continuous development and improvement of the systems;
  • Participation in selection and evaluation of outside specialists and sub-contractors, if needed.


The selection procedure is open to applicants who satisfy the following eligibility criteria, on the closing date for application:

  1. Have a level of education which corresponds to:
  • post-secondary education5 attested by a diploma,


  • secondary education attested by a diploma giving access to post-secondary education and appropriate professional experienceof three years
  1. Be a national of a Member State of the European Union7
  2. Be entitled to his or her full rights as citizen
  3. Have fulfilled any obligations imposed by the applicable laws concerning military service
  4. Meet the character requirements for the duties involved8
  5. Have a thorough knowledge of one of the languages of the European Union9 and a satisfactory knowledge of another language of the European Union to the extent necessary for the performance of his/her duties
  6. Be physically fit to perform the duties linked to the post10

Contract agents from GSA and other EU agencies are also invited to apply in accordance with the following GSA rules: https://www.gsa.europa.eu/sites/default/files/conditions_of_employment_of_contract_staff_ca.pdf

[5] Only study titles that have been awarded in EU Member States or that are subject to the equivalence certificates issued by the authorities in the said Member States shall be taken into consideration.
[6] Only appropriate professional experience acquired after achieving the minimum qualification stated in point.1 shall be considered. Where additional periods of training and study are accompanied by periods of professional activity, only the latter shall be considered as professional experience. Compulsory military service or equivalent civilian service accomplished after achieving the minimum qualification stated in point.1 shall be taken into consideration. Internships will be taken into consideration, if they are paid. Professional activities pursued part-time shall be calculated pro rata, on the basis of the percentage of full-time hours worked. A given period may be counted only once.
[7] In accordance with the Article 127, paragraph 7(c) of the Agreement on the withdrawal of the United Kingdom of Great Britain and Northern Ireland from the European Union and the European Atomic Energy Community (OJ 2019/C 384 I/01).
[8] Prior to the appointment, the successful candidate will be asked to provide a Police certificate confirming the absence of any criminal record.
[9] The languages of the EU are: Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Irish, German, Greek, Hungarian, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovene, Spanish, Swedish.
[10] Before a successful candidate can be appointed, s/he will be medically examined by a selected medical service so that the Agency will be satisfied that s/he fulfils the requirement of Article 28(e) of the Staff Regulation of Officials of the European Communities.


All eligible applications, according to the afore-mentioned criteria, will be assessed against the requirements listed below. 

The Selection Board responsible for this selection will determine the criteria to be assessed in the various phases of the selection procedure (assessment of the application forms, interview and written test) prior to being granted access to the names of the applicants. All essential criteria will be assessed during the applications evaluation phase.

Non-compliance with any of the essential criteria may result in the exclusion of the candidate from the selection process. Advantageous criteria constitute additional assets and will not result in exclusion, if not fulfilled.

When filling the online application, candidates are expected to include elements that demonstrate that their profile matches the requirements below.

Essential criteria

  1. Education in a relevant field (engineering, informatics, exact sciences, etc.);
  2. Experience in management and administration of ICT systems on a basic level;
  3. Experience in Microsoft tools eco-system (e.g. client and server OS, Exchange, Office, System Centre Configuration Manager, System Centre Service Manager, SharePoint, etc.);
  4. Experience in supporting users of ICT systems and user support tools (e.g. Service Manager, ServiceNow);
  5. Excellent command of both written and spoken English;

Advantageous criteria

  1. Hands-on experience in administration and/or management of ICT systems for processing unclassified and classified information up to SECRET UE or equivalent;
  2. Professional certificates from Microsoft, Cisco and other relevant vendors;
  3. Knowledge (by training or experience) of methodologies for ICT systems management (preferably ITIL);

Behavioural competencies

  1. Motivation;
  2. Excellent communication skills;
  3. Sense of proactive initiative and team spirit;
  4. Analytical and problem solving skills;
  5. Stress management and adaptability.


Application procedure - In order to consider your application valid, you are required to log in and submit application through the GSA e-recruitment portal https://www.gsa.europa.eu/gsa/jobs-opportunities

A full job description and further information on the application procedure can be found here: https://vacancies.gsa.europa.eu/Jobs/VacancyDetails/1452