User Support Specialist (24/7)

Frontex – the European Border and Coast Guard Agency – is looking for a User Support Specialists to support the ICT 24/7 Service Desk for ETIAS.

- 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: 24/7 mode
- Other specific duties as assigned by supervisor