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Agent Workplace Services, ICT Operations Unit

ORGANISATIONAL CONTEXTThe post of Agent - Workplace Services is located in the ICT Operations Unit, ICT Department, Capabilities Directorate.The ICT Department has the responsibility for devising, delivering and operating critical technology capabilities and solutions supporting the core mission and support processes of Europol. Over 150 internal staff members and a significant number of domain-specific consultants are responsible for devising, developing, delivering and operating information management and communication technology capabilities that ensure enhanced criminal information analysis and exchange among Europol, Member States and third parties.The ICT Operations Unit is responsible for the operations, management, availability and security of the Europol ICT Infrastructure and Applications. This includes teams responsible for Workplace Services, Service Management, Platform Services, Deployment Services, Application Services, Infrastructure Services and ICT Security.The Workplace Services team is responsible for all end-user devices (Laptops, PC’s, printer, phones), applications and processes in order to professionally and efficiently assist our customers. This includes the support for ad-hoc police operations and troubleshooting that is necessary to solve any issues our customers might face. Following the principles of Product Ownership, the team is responsible for defining the roadmaps of the products based on the need of the agency, as well as for the design, engineering and implementation of new or updated systems.Purpose of the post:The incumbent is part of Workplace Services team and will provide user support for end user equipment, mobile devices and client application support.Reporting lines:The incumbent will report to the Head of Team – Workplace Services. Job environment:This post might require participation in on-call duty.FUNCTIONS AND DUTIESThe incumbent carries out the following main functions and duties:• Prepare, deploy, maintain and troubleshoot fixed-location and mobile end-user ICT equipment, not limited to desktops, laptops, phones;• Handle user incidents and ICT related requests;• Mobile devices management, including provisioning, configuration removal, inventory management and user support.• Support of mobility solutions with focus on specific configurations for use outside of the Europol headquarter;• Participation in 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 of related documentation;• Support the provision of IT supplies;• Any other duties in the area of competence as assigned by line management.The functions and duties may also be associated with a project funded by external assigned revenue. In the case of a project funded by external assigned revenue, the duties would be of a limited duration in time.REQUIREMENTS - ELIGIBILITY AND SELECTION CRITERIAREQUIREMENTS - ELIGIBILITY CRITERIAa. Candidates must• 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 (prior to appointment the successful candidate will be medically examined by one of the institution’s medical officers in order that the institution may be satisfied that the candidate fulfils the requirements of Article 12(2)(d) of the Conditions of Employment of Other Servants of the European Union (CEOS);• 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.• Have a level of post-secondary education attested by a diploma. When the official duration of the post-secondary education is less than 3 years, the difference shall be deducted from the professional experience as indicated below:Duration of professional training Additional professional experience required for equivalencyMore than 6 months and up to 1 year 3 yearsMore than 1 year and up to 2 years 2 yearsMore than 2 years 1 yearOR• Have a level of secondary education attested by a diploma giving access to post-secondary education and relevant professional experience of at least 3 years.REQUIREMENTS - SELECTION CRITERIAa. Professional experience Essential: • Experience, preferably at least 3 years or more in an ICT Service Desk environment;• 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 like workstations, laptops, printers, etc.;• Experience in working in a multicultural, multidisciplinary environment.Desirable:• Experience with managing mobile devices in a corporate environment;• Experience with managing IOS devices preferably with an MDM solution;• Experience in troubleshooting connectivity issues (3G/4G/RAS/WAN/LAN);• Experience with Microsoft Active Directory in the areas of users and groups management and workstation membership perspective.b. Professional knowledge Essential: • 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.c. General competencies Essential:Communicating:• Very good communication skills in English, both orally and in writing.• Very good drafting skills.Analysing & problem solving:• 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.• Competent user of Microsoft Office applications (MS Word, Excel, PowerPoint and Outlook).Delivering quality and results:• High degree of commitment and flexibility. • High level of customer and service-orientation.Prioritising and organising:• Good administrative and organisational skills.Resilience:• Ability to work well under pressure, both independently and in a team.• Good interpersonal skills, including the ability to effectively liaise with other departments, groups and teams as well as with external partners.Living diversity:• Ability to work effectively in an international and multi-cultural environment.

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