ICT Support Specialist

4 weken geleden

Den Haag, Zuid-Holland, Nederland Europol Voltijd

Job Title: ICT Support Specialist

Job Summary:

The ICT Support Specialist will be part of the Workplace Services team at Europol, responsible for providing user support for end-user equipment, mobile devices, and client applications. The incumbent will report to the Head of Team – Workplace Services.

Key Responsibilities:

  • Prepare, deploy, maintain, and troubleshoot fixed-location and mobile end-user ICT equipment, including desktops, laptops, phones, and printers.
  • Handle user incidents and ICT-related requests, including mobile devices management, provisioning, configuration, removal, inventory management, and user support.
  • Support mobility solutions with a focus on specific configurations for use outside of the Europol headquarters.
  • Participate in the On-Call Shift system.
  • Install and configure software and hardware remotely or through onsite visits, following IT policies.
  • Create and manage IT user accounts in accordance with policies and procedures.
  • Assist in the maintenance of the hardware and software IT inventory and related documentation.
  • Support the provision of IT supplies.

Requirements:

  • Be a national of one of the Member States of the European Union and enjoy full rights as a citizen.
  • Have fulfilled any obligations imposed by the applicable laws on military service.
  • Produce appropriate character references as to his or her suitability for the performance of the duties.
  • Be physically fit to perform the duties pertaining to the position.
  • Produce evidence of a thorough knowledge of one of the languages of the Union and a satisfactory knowledge of another language of the Union to the extent necessary for the performance of the duties.

Professional Experience:

  • Experience in an ICT Service Desk environment, preferably at least 3 years or more.
  • Experience with managing and troubleshooting Microsoft Windows workstations.
  • Experience with the workflow in service desk environments using an Incident Management System.
  • Experience in the maintenance of ICT hardware, including workstations, laptops, printers, etc.
  • Experience in working in a multicultural, multidisciplinary environment.

Professional Knowledge:

  • Excellent knowledge of Information Technology, particularly in the area of end-user computing.
  • Excellent knowledge of Microsoft Windows 10 and 11.
  • Excellent knowledge of the Microsoft Office Suite, e-mail, and browser applications.
  • Knowledge of Networking essentials.
  • Knowledge of ITIL framework.

General Competencies:

  • Very good communication skills in English, both orally and in writing.
  • Very good drafting skills.
  • Keen eye for detail with the ability to maintain standards of accuracy under pressure of tight deadlines.
  • Good analytical and problem-solving skills, including the ability to anticipate potential problems, determine, and implement solutions.

Job Environment:

This post might require participation in on-call duty.

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