User Support specialist

User Support specialist at FRONTEX

Frontex the European Border and Coast Guard Agency – is looking for User Support Specialists to reinforce the ICT Service Desk team at its Headquarters.

Project Description

The project supports the operational and administrative activities of Frontex through the delivery of high-quality end-user support and digital workplace services at the Frontex Headquarters. The service focuses on ensuring business continuity and user productivity by providing technical assistance related to workstations, operating systems, identity and access management, networking, M365 cloud services, and IT service management processes.

The environment includes modern digital workplace technologies, enterprise IT infrastructures, and ITIL-driven support operations. Consultants are expected to handle both routine and complex incidents and requests while maintaining a strong customer-oriented approach and contributing to continuous improvement initiatives.

The assignment is delivered fully on-site within an international and multicultural environment requiring excellent communication skills, autonomy, professionalism, and a high level of service quality.

Role

User Support Specialist

Responsibilities

• Provided high-quality technical assistance and end-user support services for internal and external stakeholders within the Frontex digital workplace environment

• Processed and resolved incidents and service requests reported through multiple channels including Service Portal, e-mail, telephone, and face-to-face interactions

• Diagnosed, analysed, and troubleshot hardware, software, identity management, and connectivity-related issues in complex enterprise environments

• Installed, configured, maintained, and replaced end-user equipment including laptops, docking stations, monitors, printers, and peripherals

• Supported Microsoft Windows workstation environments and ensured proper configuration and operational continuity of user devices

• Assisted users with Microsoft 365 services and cloud-based collaboration tools, ensuring smooth day-to-day operations

• Managed user accounts, permissions, authentication issues, and identity-related requests within enterprise identity management systems

• Escalated incidents and complex technical issues to specialised support teams whenever necessary while ensuring proper follow-up and communication with users

• Provided guidance, advice, and technical recommendations to users regarding digital workplace tools, systems, and best practices

• Worked in accordance with ITIL best practices, especially within Incident Management and Request Fulfilment processes

• Used IT Service Management (ITSM) tools such as ServiceNow to register, monitor, update, and document incidents and service requests

• Contributed to the development and maintenance of internal knowledge bases, technical documentation, and operational procedures

• Participated in digital workplace deployment and improvement projects, including mass replacement and rollout activities for end-user equipment

• Ensured compliance with internal security procedures and operational standards within an EU classified environment

• Maintained a strong customer-focused mindset by delivering professional, friendly, and solution-oriented support services

• Collaborated with infrastructure, networking, security, and application support teams to ensure efficient resolution of cross-domain incidents

• Monitored ticket queues and prioritised workload efficiently in a fast-paced and sometimes high-pressure operational environment

• Contributed to continuous service improvement initiatives aimed at increasing support efficiency, user satisfaction, and operational stability

• Demonstrated strong analytical, troubleshooting, communication, and problem-solving capabilities while working with minimal supervision

• Performed additional support and operational tasks as assigned by management or supervisory teams

Required Technical Environment / Technologies

• Microsoft Windows Operating Systems

• Microsoft 365 (M365)

• ServiceNow

• ITIL Processes

• IT Service Management (ITSM) tools

• Identity and Access Management

• Networking fundamentals

• Enterprise workstation environments

• Printers and peripherals support

• End-user hardware lifecycle management

• Digital Workplace technologies

• Incident Management

• Request Fulfilment

• Enterprise support environments

Soft Skills & Professional Capabilities

• Excellent verbal and written communication skills

• Strong troubleshooting and analytical mindset

• Customer-oriented and service-driven attitude

• High sense of responsibility and ownership

• Ability to work independently with minimal supervision

• Strong attention to detail and accuracy

• Diplomatic and professional behaviour

• Stress resilience and adaptability

• Team collaboration and cooperation skills

• High level of initiative and motivation

• Ability to work within multicultural and international environments