User support specialist (8/5) (Warsaw, On-site) – EU Public Organisations


Profile: User Support Specialist.

Place of performance: Frontex Headquarters in Warsaw. 100% On-site. Candidates must be based within two hours of Warsaw.

Security Clearance: Is required (security screening procedure must be initiated within first 45 days of assignment) - CONFIDENTIEL UE/EU CONFIDENTIAL

Duration of the mission: 50 months.

Award Criteria: 50% Price / 50% Quality (Minimum required scoring for interview (%): 70%)

Travel: Not foreseen

Minimum level of education: Level 4.

Minimum English language skills (CEFR): C1.

Minimum IT relevant professional experience (years): 4 years.

Minimum experience at similar position (years): 3 years in relevant IT roles.

Rate: 233€-243€/day (NWH), 307€-317€/day (EWH)

• Expected NWH: 220days x3 years + 260days 4.year

• Expected EWH: 20x4 years

Required certificates

· Not required, unless it is indicated as a specific requirement(s) below

Knowledge and skills

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 requirements: N/A

Typical tasks and responsibilities:

• - 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: 8/5 normal working days, normal working hours (exceptions may apply if agreed mutually).

• - Other specific duties as assigned by supervisor.