User Support Specialist - freelancer at Netcompany · Warsaw

companyDescription Are you ready to shape the future technological landscape in Europe? We are dedicated to responsible digitalisation, building innovative, inclusive solutions that drive meaningful impact. With over 8,900 professionals across Europe, we help EU institutions, public and private organisations thrive in a rapidly evolving digital world. Are you ready to shape the future through technology? Your journey starts here. Take a look at some of our impactful projects here: https://netcompany.com/cases/ jobDescription So, what are the main responsibilities of a User Support Specialist in Netcompany? As part of our collaboration with Frontex, we is supporting the Digital Services Unit in delivering 1st line ICT support and end-user IT services. We are looking for a User Support Specialist (USS) to provide technical assistance, workplace technology support, and incident management for Frontex users in a 24/7/365 operational environment. As a User Support Specialist, you will, Provide high-quality technical assistance and support to internal and external users through multiple channels (self-service portal, phone, email, and in-person). Receive, analyze, troubleshoot, and resolve simple to complex service requests and incidents, proposing effective workarounds where required. Escalate unresolved or specialized issues to domain-specific support teams in accordance with established procedures. Deliver clear user guidance, advice, and recommendations to ensure effective use of digital workplace services. Prepare and maintain the digital workplace by configuring, installing, replacing, and distributing end-user equipment (e.g., laptops, screens, peripherals). Execute digital workplace improvement initiatives and projects, including large-scale equipment refresh and replacement activities. Contribute to continuous service improvement by developing and maintaining knowledge base content and supporting process optimization. Ensure a positive customer experience while working in a 24/7 operational environment and performing other duties as assigned by the supervisor. qualifications What would make you a fit for the role: Bachelor’s degree or equivalent qualification in Information Technology, Computer Science, or a related field and minimum 3 years of experience in an ICT Service Desk, IT Support, or similar role. Excellent practical knowledge of IT end‑user infrastructure, including workstations, printers, peripherals, operating systems, identity management, and networking. Practical experience with complex information systems, their interoperability, and Microsoft 365 cloud services. Good knowledge of IT Service Management principles, particularly ITIL processes for incident and request fulfilment, and hands-on experience with ITSM tools. Strong analytical, troubleshooting, and problem‑solving skills, with an open‑minded and proactive approach to resolving issues. Excellent written and verbal communication skills in English, combined with tact, diplomacy, and a strong customer‑ and service‑oriented mindset. High sense of responsibility, accuracy, and attention to detail, with the ability to work independently under pressure and in stressful environments. Certifications: Minimum 1 professional certification (eg: ITIL, Microsoft) and English language certificate. additionalInformation If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be! #LI-SS2 Please upload your CV in English via the Apply button. All applications will be treated as strictly confidential. We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience. In the following link you may find our CV Submission privacy notice: https://netcompany.com/cv-submission-privacy-notice/