At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a ICT Support Officer to join our UniQue team in The Hague, Netherlands!
What will you be bringing to the team?
The ICT Support officer delivers 1st and 2nd line support to staff and other users of the European Institution’s ICT tools.
Provides first-line IT support:
- Logs and prioritizes all incoming service requests and incidents.
- Offers quick solutions or workarounds for common issues.
- Troubleshoots and resolves more complex end-user equipment and workspace problems.
- Escalates unresolved tickets or those exceeding defined resolution times to appropriate teams (3rd line or external suppliers) based on the type of ICT service.
Manages the end-user computing environment:
- Supports purchasing, inventory control, configuration, deployment, and maintenance of user devices according to internal policies and procedures.
- Implements changes to the computing environment while ensuring compliance with regulations.
Operational support:
- Supporting the Information Management team in testing new software deliveries and assists in the preparation of computing environment updates particularly in the domain of end user computing.
Technical Documentation:
- Registering solutions to problems and incidents in the knowledge database, contributing to user manuals, guidelines and system documentation and contributing to the review and development of policies and procedures, assist with the implementation and identify best practices to improve existing processes and share innovations
Requirements
What do you need to succeed in this position?
- Should have experience with Microsoft Enterprise Software;
- Should have experience operating a Service Desk in an office environment (not a call center);
- Proven experience in providing first and second level ICT support for all users
- Proven experience in Installing, upgrading, maintaining and decommissioning hardware and software;
- Proven experience in Troubleshooting ICT-related technical problems;
- Ability to contribute to the regular ICT maintenance;
- Proven experience in testing new versions, releases and patches for hardware and software and providing recommendations on their implementation at the European Institution;
- Able to assist in the process of ordering of new IT equipment and initiating ICT-related purchases;
- Able to perform asset management tasks, such as gathering and keeping detailed hardware and software inventory information
- Capability /experience in drafting Technical Documentation such as knowledge database, guidelines, policies and procedures related to the solution of problems and incidents.
- English language at least B2 Level
At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.
