The role

ECMWF is seeking an Enterprise Support Analyst to participate in designing, implementing, administering and troubleshooting hardware, software and a vast range of enterprise software and services to provide users with virtual and physical solutions. Participating in the 24/7 on-call support rota, you will play a crucial role in providing first and second line incident management support and request fulfilment to system users. In this position, you will work closely with cross-functional teams, offering support to ensure seamless operations across the organization. As a key member of the Enterprise Services team, you will be collaborating with stakeholders from various departments and your role will act as a bridge between the Computing department and other areas of the organization, helping to enhance operational efficiency and support organizational initiatives. By leveraging your technical expertise and problem-solving skills, you will contribute to delivering both virtual and physical solutions that meet the needs of our users at ECMWF.

The Enterprise Services team is part of the Service Delivery section within the Computing Department of the ECMWF. The Service Delivery Section and the Enterprise Services team contribute to the correct functioning of all the enterprise and operational services offered to our users and stakeholders.

The Service Delivery section operates with staff members across all three ECMWF Duty Stations and this position will be based in Bonn, Germany.

Main duties and key responsibilities

In this role you will:

• Develop solutions for the next-generation desktops running Windows, macOS and Linux, including Microsoft365, virtualization technologies and remote/cloud management
• Provide second-line support to end-user enterprise applications, including desktop operating systems, office enterprise suites , business information systems, desktop virtualization, mobile device management technologies and security tools
• Manage Windows and Apple services and applications using Microsoft Intune
• Troubleshoot and fix problems with Windows, and Apple and Linux devices
• Prepare the automated roll-out of regular patches and updates to servers and desktops
• Evaluate new products, features and upgrades
• Deliver excellent customer service
• Draft internal guides and technical documents
• Support the team and the section in defining strategies, planning activities and procuring services and infrastructure
• Collaborate with Network and Security teams
• Participate in the 24/7 24-hour on-call support service rota
• Assess, troubleshoot and resolve issues and service requests in a centralised ticketing management system

What we’re looking for

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

Education

• A university degree (EFQ Level 6 or above) or equivalent industry experience

Experience, Knowledge and Skills

• Proven expertise at enterprise level in the management, design, development and deployment of integrated desktop solutions
• Working experience administering and supporting Microsoft 365 services
• Strong knowledge and experience running centralised administration tools such as Microsoft Active Directory and Entra (formerly known as AzureID), configuration and administration services, shared file systems and printing services
• Proven expertise in second-line IT support, including remote desktop management and cloud-based zero-touch deployments
• 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
• Sound knowledge of Microsoft Office productivity tools
• Knowledge and experience in document management systems / cloud storage (OneDrive, SharePoint)

The following isn’t required but would be an advantage:

• Experience administering and troubleshooting VMware infrastructure and VDI technologies (Horizon or equivalent)
• Experience with Microsoft Copilot
• Experience in implementing endpoint security technologies and products including, but not limited to, anti-virus, host-based intrusion detection, posture checking and local security policies
• Experience of developing and supporting a Linux desktop service
• Familiarity with Teams Telephony System
• Experience with automation (Ansible)
• Ability to write scripts (PowerShell, Perl, Python, Bash)

Candidates must be able to work effectively in English. Knowledge of one of ECMWF’s other working languages (French or German) would be an advantage.

The above knowledge, skills and experience would be an advantage. However, we encourage you to apply even if you feel you do not meet all these criteria.