User support specialist (24/7) (Warsaw, On-site) – EU Public Organisations

The White Team•Capon Bridge, WV

10h•Onsite

About The Position

The User Support Specialist will provide high-quality technical assistance and support services for both internal and external users. This role involves processing service requests and incidents, troubleshooting, proposing workarounds, and escalating issues as needed. The specialist will also provide user guidance, contribute to knowledge base development and support service improvement, and prepare and manage digital workplace equipment. This is a 24/7 role requiring a high level of initiative and ability to work under minimal supervision.

Requirements

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
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
Previous experience working in 24/7 mode

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 distributing 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