User Support Specialist (24/7)

Frontex – the European Border and Coast Guard Agency – is looking for a User Support Specialists to support the ICT 24/7 Service Desk for ETIAS.

- Providing high quality technical assistance and support services for both internal and external users
- Processing simple and complex service requests and incidents reported via self-service portal, phone, e-mail or in person
- Proposing workarounds, troubleshooting and analysing reported incidents  
- Escalating reported issues to domain specific support lines if necessary
- Providing user guidance and advice
- Contributing to knowledge base development
- Contributing to support service improvement
- Creating a positive customer experience
- Preparing digital workplace: configuring, installing, replacing and distributiong end user equipment (laptops, screens etc.)
- Executing digital workplace improvement projects eg. mass replacements of end user equipment (laptops, screens etc.)
- Working hours: 24/7 mode
- Other specific duties as assigned by supervisor

Knowledge:
[01] Excellent practical knowledge of IT end users infrastructure (workstations, printers, peripherals etc.)
[02] Excellent practical knowledge of workstations’ operating systems
[03] Excellent practical knowledge of identity management
[04] Excellent practical knowledge of networking
[05] Practical knowledge of complex information systems and their interoperability
[06]  Practical knowledge of M365 cloud services
[07] Practical knowledge of ITIL, especially incident and request fulfilment processes
[08] Practical knowledge of using ITSM solutions
Skills:
[09] Excellent communication skills (in written and verbal communication)
[10] Open minded, excellent troubleshooting, analytical and problem solving skills 
[11] Very strong sense of responsibility
[12] Accuracy and attention to details
[13] Sense of tact and diplomacy
[14] Friendly, supportive and helpful personality with co-operative and service oriented attitude
[15] High level of initiative
[16] Ability to work in stressful environment with minimal supervision
[17] High level of motivation and initiative

Specific expertise:

[01] Previous experience working in 24/7 mode