Information Technology Assistant First Level Support

As an Information Technology Assistant – First Level Support you will report to the Head of the First Level Support Sector and the ultimate reporting officer being the Head of Unit. You will also provide user support and troubleshoot systems problems and issues. The Information Technology Assistant will act as first point of contact, record, analyse and resolve incidents and service requests or escalate to higher level support. The primary objective of your work will be to enable users to maximize their productivity through efficient and secure use of the system software applications by timely reception and handling of incidents and queries. You will have the opportunity to join a fast-paced work environment dedicated to large-scale IT systems in the area of Justice and Home Affairs. You will ensure the first line of support for the SIS II, EURODAC, VIS/BMS, EES, ETIAS and ECRIS/TCN applications in close collaboration with internal and external stakeholders (Second Level Support, Network Administrators, System Administrators, Application Administrators, Security Administrators, Service Owners, contractors). The First Level Support Sector is in charge of the technical activities necessary to ensure that the business systems function is in line with the agreed Service Level Agreements. Please note that this position requires shift work to operate in a real-time 24/7/365 environment, with physical presence on site.