1. Introduction

The Rosa Luxemburg Stiftung (RLS), North Africa Office, invites qualified and experienced service providers to submit proposals to provide IT administration services for the period starting on 16 June 2026.

RLS is an internationally operating, progressive non-profit institution for civic education affiliated with the German Left Party (DIE LINKE). Active since 1990, RLS promotes democratic participation, social justice, and sustainable development through dialogue, knowledge sharing, and empowerment initiatives.

The North Africa Office, based in Tunis, implements projects and activities across the region and relies on a robust and secure ICT infrastructure to support its operations. This RFP seeks to identify a reliable and professional IT partner capable of managing the office’s ICT environment in alignment with the foundation’s values, technical standards, and operational requirements set by the RLS IT department in Berlin.

RLS intends to establish a framework contract with the selected service provider for an initial period of one (1) year (16.06.2026 – 15.06.2027), which includes a mandatory six-month probationary period. The contract may be renewed for up to two (2) additional years (one year at a time), subject to satisfactory performance. RLS reserves the right to terminate the framework contract at any time if the quality of services is unsatisfactory or if contractual obligations are not fulfilled.

In line with current procurement regulations, the framework contract will specify both an estimated value and a maximum value per contract period, inclusive of all applicable taxes. The contract may be renewed up to three times under the same financial conditions:

• The estimated total order volume per contract period is 42000 TND.
• The maximum value per contract period, which may not be exceeded under any circumstances, is 63000 TND.

Once the maximum value is reached, the framework contract is considered exhausted, and no further orders can be placed without launching a new procurement procedure. Please note that the estimated value does not constitute a guaranteed minimum order volume, and RLS is under no obligation to reach either the estimated or maximum value during the contract period.

2. Description of Services

The selected IT partner will be responsible for providing the following services:

2.1. General Role and First-Level Support

The IT Administrator shall act as the primary point of contact (1st level support) for all ICT-related issues, problems, and questions raised by local staff. Responsibilities include:

• Triaging all ICT-related problems and resolving those that can be addressed autonomously and locally.
• Escalating issues requiring deeper expertise to the RLS IT department in Berlin (2nd level support) through established communication channels, including email and the dedicated RLS cloud exchange folder (loc\upload\).
• Escalating external problems (e.g. internet connection outages) to the respective provider or vendor support.
• Communicating and collaborating proactively with the RLS IT department in Berlin through proper channels and tools.
• Delivering basic IT training to local staff following a “train-the-trainer” approach, after receiving orientation from the RLS IT department.

2.2. Technical Environment

The provider must support and maintain the following infrastructure:

Client Environment: Windows 10 on RLS-supported hardware (notebooks, PCs); Microsoft Office 365 including Outlook, Word, and Excel.

Server Infrastructure: Linux-based office servers functioning as domain controllers, authentication handlers for VPN and 802.1X, and local file shares.

Network Hardware: Aruba Switches, and Aruba Access Points. For security reasons, the provider is granted Read-Only access via the rls_local_it account. Configuration changes require authorisation from Berlin HQ.

Peripherals: Printers, scanners, VoIP phones, and APC Uninterruptible Power Supplies (UPS).

2.3. Operational Tasks

• Install, configure, maintain, and troubleshoot end-user devices and locally managed ICT assets (printers, scanners, phones, smartphones).
• Configure, maintain, and troubleshoot end-user applications (default RLS software, including Outlook and Office programs).
• Troubleshoot network and connectivity issues (internet connection, on-premises ethernet, Wi-Fi, cabling).
• Proactively monitor and identify problems with locally managed ICT assets; procure and replace consumables as needed.
• Handle IT-related communication with local providers and vendors (e.g., internet service providers).
• Assist the RLS office in IT-related procurements (e.g. notebook selection) and manage hardware repairs and Return Merchandise Authorization (RMA) processes.
• Assist the RLS IT department when integrating newly procured hardware (computers, network devices) into the RLS domain.
• Monitor Bitlocker encryption on all client devices. In the event of maintenance-related suspension, encryption must be resumed immediately; recovery keys must be managed and stored in L:\IT-Documentation.
• Manage software installation using Baramundi or manual protocols, strictly following RLS HQ approval. No software shall be installed without prior consultation.
• Provide remote technical assistance to users via TeamViewer.
• Support local employees during onboarding (set up workplace and end-user IT systems; introduce RLS IT services).

2.4. Documentation and Reporting

• Maintain and update network and wiring diagrams (Excel/Visio), ensuring they reflect the current status. These must be stored in the cloud folder: LOC\upload\LOC-Network_and_wiring_diagram.xlsx.
• Submit detailed monthly reports and signed timesheets categorizing regular maintenance versus on-call tasks.
• Maintain an accurate record of all ICT changes in line with RLS documentation standards.

2.5. Troubleshooting Workflow

Before escalating any issue to the Berlin IT department, the provider must complete the following mandatory steps:

• Conduct detailed log analysis and error-code evaluation, including web searches for specific codes.
• Verify physical connectivity (cabling, sockets, and switches).
• Test connectivity from the affected device to the server.
• Test connectivity from a client in VLAN1 (Staff-Wi-Fi) to the device.
• Document findings via logs or photos to be included in the escalation request.

2.6. Customer Support and Availability

• Provide dedicated support during RLS working hours (09:00-17:00).
• Ensure same-day remote response (email/phone) for urgent matters during working hours.
• Ensure on-site response within one (1) working day.
• Provide a named emergency contact with a telephone number for urgent requests falling outside normal working hours. Flexibility during weekends and public holidays will be viewed favourably.

3. Preliminary Conditions

Bidders must meet the following conditions to be considered eligible:

• Valid Tunisian business registration, Tax Identification Card, and a certificate of regularisation of tax situation.
• A minimum of three (3) years of experience in Windows administration and technical support within corporate or NGO environments.
• Proficiency in English (written and spoken) for technical coordination with the RLS IT department in Berlin.
• Demonstrated ability to comply with the Service Level Agreement (SLA) requirements described in Section 2.6.
• Ability to provide verifiable client references.

4. Criteria of Selection

Proposals will be evaluated based on the following criteria:

The quality of services will be evaluated based on the following sub-criteria:

• Technical capacity with the specific technology stack (Windows, Linux servers, Aruba).
• Experience managing IT support for international organisations or NGOs.
• Reliability and commitment to SLA requirements.
• Proactivity in identifying and mitigating risks.
• Quality of proposed team profiles and relevant certifications (MCSE, CompTIA, etc.).
• Responsiveness and quality of customer service.

5. Documents to Submit

Bidders must provide the following documents. English is mandatory.

• Annex I: Bidder Information / Company Profile Form.
• Annex II: Bid Submission Form (signed).
• Annex III: Financial Offer (see Section 6).
• Company profile including evidence of work with international organisations or NGOs, and letters of recommendation or client references.
• Technical certifications: MCSE, CompTIA certificates, or equivalent – highly encouraged.
• Proposed team CVs or profiles of the personnel who will manage the RLS account.
• Valid business registration, Tax Identification Card

6. Financial Offer (Annex III)

6.1. Rate Structure

Bidders must provide hourly rates exclusive of VAT (ex. VAT). Quoted fees must include all overheads, including travel, phone, and business costs. Bidders shall submit rates for the following service categories:

6.2. Regulatory Constraint

Important: In accordance with RLS procurement regulations, the on-call hourly rate must be lower than the regular maintenance hourly rate. Non-compliant financial structures will result in immediate disqualification.

7. Conditions for Submission

All proposals must clearly mention the reference of the RFP:

“RLS–ADMIN–IT Admin Service–2026/2027”

Proposals may be submitted:

• By email: Procurement.NorthAfrica@rosalux.org
• Or by post/hand-delivery (sealed envelope titled: “Call for offers – 2026 – IT Admin services – Do not open”) to:

Rosa Luxemburg Stiftung, North Africa Office
55 TER, Rue du 1er Juin
1082 Mutuelleville, Tunis – Tunisia

Deadline for submission: 02 June 2026. Late submissions will not be considered.

Please note that no separate acknowledgements of receipt will be issued. Only providers shortlisted for further consideration will be contacted.

8. Contact

For any questions or information regarding this RFP, please contact the procurement team:

Email: Procurement.NorthAfrica@rosalux.org

Subject line: Questions & Info on RFP – IT Admin