Sélection d’un partenaire de services d’administration informatique- Rosa Luxemburg Stiftung عودة إلى الفرص

Call for Offers:

Selection of an IT admin services partner

Rosa Luxemburg Stiftung, North Africa office

“Call for offers- 2023- IT admin services”

1. Introduction

The Rosa Luxemburg Stiftung (RLS) is an internationally operating non-profit organization for political education, active in Tunis since July 2013. Its headquarters are in Berlin, Germany. The foundation has 25 offices around the world. Among them, the Tunis office covering the North Africa region.

1. Subject of the contract 

The purpose of this call for tender is to seek a competitive price for IT Admin services starting January 2024. The contract will be concluded over a one-year period with a probationary period of 6 months. The contract could be renewed based on prior evaluation.

1. Requirements for Local IT admin services partner

3.1. Role description

• IT generalist with experience in Windows administration / support in corporate environments
• Acts as first point of contact for all ICT related issues, problems and questions (i.e. 1st level support)
• Triages all ICT related problems and

• solves those problems which can be solved autonomously / locally
• escalates those problems to RLS IT dept. (i.e. 2nd level support) which require it
• escalates external problems (e.g. internet connection down) to respective providers’ / vendors’ support

• Communicates and collaborates with RLS IT dept. through the proper channels and tools, also pro-actively if needed
• Able to deliver basic training for local staff (after being trained by RLS IT dept.)

3.2. Typical tasks

• Install, configure, maintain and troubleshoot end user devices and locally managed ICT assets (printers, scanners, phones, smart phones)
• Configure, maintain and troubleshoot end user applications (default RLS software, e.g. Outlook / Office programs, etc.)
• Troubleshoot network and connectivity issues (internet connection; on-premises ethernet, wifi, cabling)
• Proactively monitor and identify problems with locally managed ICT assets (procure and replace consumables, cabling, internet / phone connectivity, etc.)
• Handle IT related communication with local providers and vendors (e.g. internet service providers)
• Assist the RLS office in IT related procurements (e.g. notebooks) and maintenance (repairs / RMAs)
• Assist RLS IT dept. when integrating newly procured hardware (computers, network devices) into RLS domain
• Maintain, check and update documentation on changes (e.g. network / wiring diagrams)
• Assist local employees in on-boarding process (e.g. set up workplace and end-user IT systems; give introduction to RLS IT services)
• Train / advise local staff (after receiving such training from the RLS IT department / following our “train the trainer” approach)
• Carry out routine maintenance tasks and a prepare a monthly report of current issues

3.3. Required Skills

3.3.1. Technical skills

1. In-depth skills in

• Configure and troubleshoot Windows 10 on RLS supported hardware (notebooks, PCs)
• Configure and troubleshoot MS Office 2016 (esp. Outlook, Word, Excel, localization options)
• Configure and troubleshoot typical office software 
• Install, configure and troubleshoot locally required software (e.g. accounting / banking / legal software;
• Install, configure and troubleshoot local ICT hardware assets (printers, scanners, phones, VoIP

1. Basic skills in

• Network fundamentals: TCP/IP, Wi-Fi, VLANs, VPN,
• Active Directory (understand users & group management, mapping / accessing shares, permissions)
• IT security topics (common threats and counter-measures)
• End user IT security issues (such as phishing, viruses, malware, ransom-ware, etc.)
• Commissioning active network components (switches, routers, access points, structured cabling)
• Experience working with server hardware (including accessories such as UPS)

3.3.2. Non-technical skills

• Proficiency in English (written and spoken) for communication with the RLS IT department
• Is available and responds within the times defined in the SLA (under 3.5) (both to local users and RLS IT department)
• Acts proactively when identifying problems
• Independent and service-oriented way of working
• Understands the bigger picture but pays attention to details

3.4. Required Experience

• Ideally somebody with 3+ years prior experience working in a similar environment
• For the in-depth skills: 3+ years prior experience
• For the basic skills: 1-3 years’ prior experience
• Optional: relevant certificates such as MCSE, CCNA, CompTia Server+

3.5. Service Level Agreement 

• Regular (monthly) maintenance tasks (~2hrs / week) 
• Detailed Timesheet that includes all tasks carried out during the month
• Responsibility for specific tasks as per our requirements
• On-site response times: within one day
• Remote assistance (email / phone) response times: same day (on demand)

3.6. Code of Conduct

• Understands and protects the confidentiality, integrity, and availability of all RLS assets and services (physical and virtual)
• Respects and protects the privacy of all RLS users and partners (e.g. when dealing with user files or emails)
• Exercises due diligence when dealing with highly sensitive information (such as passwords or any other kind of confidential information)
• Follows RLS IT policies, guidelines, and protocols (after being briefed)

4. Service Hours

The service provider must be able to provide services, during normal working hours of the RLS (Monday to Friday 9:00-17:00). Flexibility during weekends and holidays will be favorably viewed. In particular, the service provider must have a service for urgent requests falling outside normal working hours (the name of a contact person and telephone number must be provided).

5. Communication

In order to facilitate contacts and information exchange between the parties, the IT Admin shall be able to process requests received by email. To this end, the contractor should have adequately skilled personnel.

Proficiency in English is required.

Communication procedures with the IT team in RLS headquarters is a core requirement.

6. CRITERIA

Tenderers should have the necessary financial, economic, technical and professional capacity to perform their obligations under the contract. In particular, the tenderer must submit:

• A presentation of the company stating the experience in the field esp. working with NGOs (as described under 3.4)
• A declaration of existence
• A Tax Identification Card
• A certificate of regularization of the tax situation
• References
• Letters of Recommendations (compulsory)
• A financial offer that covers all tender’s fees (travel, phone calls, business expenses…) 
• The contact fees should be billed monthly, based on the sum of (Regular (monthly) maintenance tasks planned hours + on call services task hours)
• On call service hourly rate should be less than regular maintenance hourly rate
• Regular maintenance hours and on-call service hours should be clearly labelled on the monthly timesheet.
• A signed and approved timesheet should be provided with the monthly invoice.
• A filled copy of the forms I, II & III below:

Annex I- Bidder Information Form

Annex II- Bid Submission Form

Annex III- Bidder financial offer