We are

The European Union (EU) is an economic and political partnership between 27 European countries. It plays an important role in international affairs through diplomacy, trade, development aid and working with global organisations. Abroad, the EU is represented through more than 140 diplomatic missions, known also as EU Delegations, which have a similar function to those of an embassy. 

The EU Delegation to the Republic of Zambia and COMESA:

• Ensures the representation of the European Union to the Republic of Zambia and the Common Market for Eastern and Southern Africa (COMESA);
• Ensures the follow-up of bilateral relations in the areas of political, economic, trade and external assistance cooperation (financial and technical);
• Ensures the follow-up of EU policies in all sectors;
• Promotes and defends the values and interests of the EU;
• Coordinates the work of the Member States’ Embassies, particularly in the fields of EU competences, notably trade and external assistance;
• Ensures the tasks of the EU Presidency and carries out demarches as appropriate;
• Reports back to Headquarters on all matters of interest for EU policies;
• Carries out press and public diplomacy activities in pursuit of the above;
• Ensures the multi-annual programming of aid and the management of programmes and devolved projects within the framework of the external aid instruments of the European Development Fund and the Neighbourhood, Development and International Cooperation Instrument – Global Europe in line with the Communication "Increasing the impact of EU Development Policy: an Agenda for Change" and the Global Gateway.

We offer

We offer a post of an IT Assistant. Under this post, the recruited person will be attributed functions depending on the needs of the Delegation. Upon recruitment, the successful candidate will occupy a specific job function as an IT Assistant – this job function may change in accordance with the needs of the Delegation. Under this job function, the successful candidate will serve as technical and support staff to undertake their entrusted tasks. This support consists of IT tasks, regular contact with the Regional IT Officer in South Africa as well as EU Headquarters in Brussels, Belgium, and the use of several applications. 

Functions and Duties:

End-User support (1st Level)

• To restore or facilitate the restoration of normal/expected IT operations for users, with minimal business impact and according to the urgency of the incident;

• To create a ticket for each new incident/service request; 

• To resolve incidents or service requests, both rapidly and in a satisfactory way (through either a permanent fix or a temporary workaround);

• Whenever a satisfactory resolution is not possible or the incident/service request cannot be satisfied, escalate the ticket to the Regional IT Officer or to the Headquarters IT Helpdesk, as needed, and ensure follow-up until closure;

• To close tickets only after the user confirms the resolution or, in case the user does not respond, when the auto-closure time limit is reached. In both cases, the resolution description must be included in the ticket, in a short but meaningful manner;

• To maximise the number of tickets resolved without 2nd/3rd level intervention.

Technical assistance with ICT software, hardware and equipment 

• To assist ICT users with the use of office automation tools (e.g. Word, Excel, Outlook ...) and other applications; 

• To prepare and configure software in workstations for newly arrived users (based on the reference configuration media delivered by HQ); the workstations for the newly arrived users mandatory must be re-staged and the latest reference configuration image deployed.

• To test and install additional software and devices necessary for professional tasks (after approval by HQ);

• To install patches and other software updates on all workstations (following instructions issued by HQ);

• To install and configure the anti-virus on all workstations (following instructions issued by HQ);

• To prepare and configure ICT hardware and equipment in workstations for newly arrived users (based on the reference configuration media issued by HQ);

• To assist in configuring smartphones, iPhones, etc. (used for professional purpose);

• To install, move, configure and troubleshoot the workstations, printers, network devices (switches, hubs), scanners and multifunctional ("all in one") devices;

• To install permanent ICT equipment in training rooms;

• To install presentation equipment (projectors, beamers, audio-video systems...);

• To assist end-users in the use of the video conference equipment, WebEx and other Video and Audio systems;

• To remove workstations of leaving users;

• To perform the disk wiping for all declassified workstations, print and sign a report as a proof of completing the task;

• To provide assistance to the Wide Area Network (WAN) provider in case of network problems;

• To collaborate with the local internet service provider for equipment installation, connection, configuration and troubleshooting in case of network problems;  

• To perform the physical patching of the network;

• To follow-up on hardware problems with ICT equipment;

• To assist, if requested, in the configuration of the PABX (Private Automatic Branch Exchange) system and assist with telephone handsets (change of name, hunt group, voicemail);

• To assist the users in using the telephone system;

• To monitor the ICT status of the Delegation using the provided monitoring tools: Hobbit, Cacti, McAfee reports, LANDesk patching reports, etc.;

• To assist with IT related procurement;

• To manage IT and other (furniture, cars) inventory.

Working environment and conditions:

Place of employment: Lusaka, Zambia

Group: II

Starting basic salary (gross): 36,445.00 ZMW 

Total Working hours per week: 37.5

Contract Type: Fixed term

Length of contract: 24 months

We offer a competitive position in an international environment with benefits such as pension scheme, housing allowance and medical insurance. 

Selection Criteria

Minimum Requirements:

1. Medically fit to perform the required duties.
2. Enjoys civil rights and permits for employment under local law.
3. Good knowledge of English.
4. Post-secondary education diploma in computer engineering, computer science, information technology or equivalent discipline with thorough knowledge of networking, IT hardware and workstation administration.

Professional experience: 

Minimum 3 years of work experience in informatics. 

Knowledge

• Specialist knowledge (know what): IT, LAN.

• Technical knowledge (know how)

Good knowledge of software applications (including Office Automation applications), networking, hardware and office equipment.

Skills
Linguistic and IT skills 
•   Good command of the English language both oral and written.
•   Demonstrated good computer skills including experience with MS Office Suite, especially with Excel and Word.

Communication skills
•  Capacity to communicate clearly, presenting complex matters in an understandable manner, both orally and in written form.
•  Ability to develop contact and to communicate confidently with colleagues and external contacts.

Interpersonal skills
•    Communicative team-player with service-orientated attitude.
•    Open to cultural diversity with ability to listen, consult and share information and ideas.

Intellectual skills
Ability to identify and analyse key points in verbal and numerical information, evaluate alternatives objectively and make sound, logical and well-argued judgements taking on board the impact of decisions.

Management skills
•    Capacity to focus on priorities and be able to deliver on time.
•    High sense of responsibility.
•    Good organizational skills.
•    Sensitivity to diverse cultural environment.

Personal qualities

• Ability to work under pressure and respond quickly to new requests.

• Commitment to quality, speed and accuracy.

• Show initiative and proactivity.

• Ability to work alone, with minimal supervision, and in a team.

• Demonstrate integrity, discretion and good computer skills.

The following will be considered an asset:

• Experience within an International Organisation or Diplomatic mission.

• Knowledge of IT and administrative procedures of the European Institutions.

We look for a candidate who is a self-starter, motivated, able to work under pressure, able to work with minimal supervision and in a team, respects deadlines, is committed to assure quality, speed and attention to detail in performing duties, shows initiative and responsibility, able to deal with stressful situations, is pro-active, flexible and discreet.   

How to apply

Please send your application and supporting documents by e-mail to: eeasjobs-101@eeas.europa.eu

Mentioning in the subject line: "Vacancy IT Assistant– Administration Section"

The application message should include a motivation letter, a detailed CV in English with traceable relevant business referees, copy relevant educational qualifications and an ID (all attachments to be in PDF and attached to the email and not sent as zip or link etc.) Reference letters for working experience will be requested at a later stage of the selection process. 

The procedure

After the deadline for applications, the applications will be reviewed by a Selection Committee set up for this purpose. The Selection Committee will prepare a short-list of candidates who are considered the most suitable for the post on the basis of a preliminary assessment of the information provided in their application letter and the supporting documents. The short-listed candidates will be invited to an assessment phase, which includes an interview and a written test. During this phase, the Selection Committee will assess the suitability of the candidates for the post. 

The candidates who have not been short-listed will not be contacted individually, however, the Delegation will use the same means of publication as for this Vacancy Notice to inform the remaining candidates once the recruitment procedure has been completed.

The selected candidate should be able to provide the original documents of the required educational and professional experience upon request (after the pre-selection phase).

The Delegation will not supply additional information or discuss the selection procedure by telephone.

Please address any queries concerning this procedure to:

eeasjobs-101@eeas.europa.eu

The deadline for applications is Friday 9 May 2025. 

• Only shortlisted candidates will be contacted for an interview.

• Interested parties that do not fulfil the minimum requirements should NOT apply.

  Annex: Job profile and requirements