Specjalista IT Support (M365, Helpdesk, Warszawa, On-site) – EU Institutions

The White Team•Capon Bridge, WV

2d•€233 - €317•Onsite

About The Position

The IT Support Specialist will provide high-quality technical support to internal and external users. This role involves handling simple and complex tickets and incidents through a self-service portal, phone, email, or in person. The specialist will analyze tickets, troubleshoot problems, propose workarounds, and escalate issues to specialized support teams when necessary. Additionally, the role includes providing guidance and advice to users, contributing to the knowledge base, participating in the improvement of IT support services, and building a positive user experience. Responsibilities also extend to preparing digital workstations (configuration, installation, replacement, distribution of equipment like laptops and monitors) and executing projects to improve the work environment, such as mass equipment replacement. The position is based at Frontex headquarters in Warsaw and is 100% on-site. A security clearance (CONFIDENTIEL UE / EU CONFIDENTIAL) is required and must be initiated within the first 45 days of employment. The project duration is 50 months.

Requirements

Very good practical knowledge of end-user IT infrastructure (workstations, printers, peripherals, etc.).
Very good practical knowledge of workstation operating systems.
Very good practical knowledge of identity management.
Very good practical knowledge of computer networks.
Practical knowledge of complex IT systems and their interoperability.
Practical knowledge of Microsoft 365 cloud services.
Practical knowledge of ITIL (specifically incident management and service request fulfillment).
Practical knowledge of ITSM tools.
Very good communication skills (written and oral).
Openness, very good analytical skills, troubleshooting, and problem-solving abilities.
High sense of responsibility.
Accuracy and attention to detail.
Tact and diplomacy.
Friendly, supportive attitude focused on cooperation and user service.
High level of initiative.
Ability to work in a stressful environment with minimal supervision.
High motivation and proactivity.
Minimum 4 years of professional IT experience.
Minimum 3 years of experience in IT support roles.
Minimum English language level C1 (CEFR).
Security clearance (CONFIDENTIEL UE / EU CONFIDENTIAL) must be initiated within the first 45 days of employment.

Nice To Haves

Certificates are not required unless otherwise specified.

Responsibilities

Provide high-quality technical support to internal and external users.
Handle simple and complex tickets and incidents via self-service portal, phone, email, or in person.
Analyze tickets, troubleshoot problems, and propose workarounds.
Escalate tickets to specialized support teams as needed.
Provide guidance and advice to users.
Update and develop the knowledge base.
Participate in the improvement of IT support services.
Build a positive user experience.
Prepare digital workstations: configure, install, replace, and distribute equipment (laptops, monitors, etc.).
Execute projects to improve the work environment (e.g., mass equipment replacement).
Perform other tasks assigned by the supervisor.