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

The White Team•Capon Bridge, WV

15h•Onsite

About The Position

The User Support Specialist will provide high-quality technical assistance and support services for both internal and external users at Frontex Headquarters in Warsaw. This role involves processing service requests and incidents, troubleshooting, proposing workarounds, escalating issues, and providing user guidance. The specialist will also contribute to knowledge base development and support service improvement, aiming to create a positive customer experience. Key responsibilities include preparing and configuring end-user equipment (laptops, screens, etc.) and executing digital workplace improvement projects, such as mass equipment replacements. The position requires 100% on-site presence in Warsaw, with candidates needing to be based within two hours of the city. A security clearance (CONFIDENTIEL UE/EU CONFIDENTIAL) must be initiated within the first 45 days of assignment.

Requirements

Minimum level of education: Level 4.
Minimum English language skills (CEFR): C1.
Minimum IT relevant professional experience: 4 years.
Minimum experience at similar position: 3 years in relevant IT roles.
Excellent practical knowledge of IT end users infrastructure (workstations, printers, peripherals etc.)
Excellent practical knowledge of workstations’ operating systems
Excellent practical knowledge of identity management
Excellent practical knowledge of networking
Practical knowledge of complex information systems and their interoperability
Practical knowledge of M365 cloud services
Practical knowledge of ITIL, especially incident and request fulfilment processes
Practical knowledge of using ITSM solutions
Excellent communication skills (in written and verbal communication)
Open minded, excellent troubleshooting, analytical and problem solving skills
Very strong sense of responsibility
Accuracy and attention to details
Sense of tact and diplomacy
Friendly, supportive and helpful personality with co-operative and service oriented attitude
High level of initiative
Ability to work in stressful environment with minimal supervision
High level of motivation and initiative

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.).
Other specific duties as assigned by supervisor.