Agent - Workplace Services, ICT Operations Unit (FGIII)

Europol retains the right to make use of the reserve list to select candidates for similar posts within the organisation, should business needs require so.

1. Organisational context Organisational setting: The 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 and/or Head of Unit - ICT Operations.

2. Functions and duties

The incumbent carries out the following main functions and duties:

• Prepare, deploy, maintain and troubleshoot end-user ICT equipment, not limited to desktops, laptops, phones;
• Provide ICT end-user support both onsite and remotely;
• Handle user incidents and ICT related requests;
• Mobile devices management, including provisioning, configuration removal, inventory management and user support.
• Support of mobility solutions for use onsite and outside of the Europol headquarters;
• 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; Any other duties in the area of competence as assigned by line management.

3. Requirements - Eligibility criteria a. 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., The Authority Authorised to Conclude Contracts of Employment (AACC) sets up a Selection Committee, composed of at least three members, consisting of one chair and at least one member from the Administration of Europol and one member designated by the Staff Committee. The selection criteria, set out in this Vacancy Notice, will be assessed by the Selection Committee throughout the different stages of the selection procedure. Before the start of the selection procedure, the Selection Committee will decide which selection criteria will be used at each stage of the selection procedure. Certain selection criteria will be assessed only for shortlisted candidates during a written test and a competency-based interview. The Selection Committee will assess the applications received in order to make an initial selection of those candidates meeting all eligibility criteria and matching best the selection criteria (suitability).

The minimum pass-mark for being shortlisted, i.e., invited to participate in a post-related selection procedure, consisting of a written test and a competency-based interview, is established as 60% of the total maximum score.

The Selection Committee will shortlist the 7 highest scoring candidates. All candidates having a score equal to the 7th highest scoring candidate will be invited to take part in the selection procedure. At shortlisting stage, the Selection Committee will establish the pass-mark for the selection procedure. It is intended for the selection procedure to be conducted remotely. Should the Selection Committee consider it necessary to conduct the selection procedure on-site at Europol in the interest of the proceedings, and subject to budget availability, the candidates invited to participate in the selection procedure will be informed accordingly. After the selection procedure has taken place, the Selection Committee will establish a list of successful candidates, i.e., those scoring above the pre-defined pass-mark, which is shared with the AACC, for establishment of a Reserve list. A Reserve list is valid for 24 months. Candidates who participated in the interview will be informed of the outcome, i.e. whether they have been successful or not. The Selection Committee's work and deliberations are confidential. It is forbidden for candidates to make direct or indirect contact with the members of the Selection Committee or for anyone to do so on their behalf. All enquiries related to a selection procedure should be addressed to the Europol HR Operational Support Team at the following email address: C2-12@europol.europa.eu. Detailed information on the selection procedure- including enquiries, measures of redress and their applicable deadlines is available in the Europol Recruitment Guidelines, which can be found on Europol's website., Engagement for this post is subject to the successful completion of a probationary period of 9 months.

In case of successive contracts under Article 3a) of the CEOS, a candidate may be exempt from the requirement to serve another probationary period in accordance with the provisions of the Decision of the Management Board of Europol of 4 October 2019 governing the conditions of employment of contract staff employed under the terms of Article 3a) thereof. Europol reserves the right to terminate the contract of employment during or at the end of the probation period in accordance with Article 84 the CEOS.

Security screening and certificate of good conduct

Candidates who have been recruited to a post at Europol are required to furnish a valid certificate of good conduct before the start of their employment. The certificate of good conduct must be provided to Europol prior to the signature of the employment contract. The certificate of good conduct must be issued by the relevant authorities of the country of nationality of the candidate and must not be older than three months at the time of submission to Europol. Europol reserves the right not to proceed with the signature of the contract based on the content of the certificate or if the candidate fails to provide the certificate to Europol.

The certificate of good conduct does not substitute a valid security clearance required for all Europol staff at the level indicated in the vacancy notice. Failure to obtain the requisite security clearance before the expiration of the probationary period may be cause for termination of the employment contract.

Candidates who currently hold a valid security clearance at the level indicated in the vacancy notice or above do not need to obtain a certificate of good conduct or a new security clearance and must provide a copy of the current security clearance certificate to Europol prior to the signature of the employment contract. Europol shall verify and confirm the continued validity of the security clearance. In case Europol determines that the security clearance is not valid, the candidate will be required to provide a valid certificate of good conduct prior to the signature of the employment contract. Europol may at any time terminate the employment contract if the result of the security screening is not positive and the necessary clearance level is not granted or extended.

The requested level of security clearance for this post is: CONFIDENTIEL UE/EU CONFIDENTIAL., Europol lives diversity and provides an inclusive work environment to all. Europol strives to recruit, develop and retain a diverse and talented workforce through application of equal opportunity and impartiality. Privacy Notice Regulation (EU) 2018/1725 of the European Parliament and of the Council of 23 October 2018 on the protection of natural persons with regard to the processing of personal data by the Union institutions, bodies, offices and agencies and on the free movement of such data, and repealing Regulation (EC) No 45/2001 and Decision No 1247/2002/EC, applies to the processing of personal data carried out in the process of selection and recruitment of staff at Europol, following the application of this Regulation to all administrative personal data held by Europol in accordance with Article 27a of the Europol Regulation. For additional information, please consult the applicable privacy notice available on Europol's website, also inserted in the EUROPOL RECRUITMENT GUIDELINES.

Statutory obligations upon leaving the service Pursuant to Article 16 of the EUSR, EU officials and, by analogy, contract agents continue to be bound by the duty to behave with integrity and discretion as regards the acceptance of certain appointments or benefits after leaving the service. Those staff members intending to engage in an occupational activity within two years of leaving the service shall inform their institution, so that it may take an appropriate decision in that respect. In cases where the intended activity is related to the work carried out by the staff member during the last three years of service and could lead to a conflict with the legitimate interests of the institution, the decision to be taken may include forbidding the staff member from undertaking it or giving its approval subject to any conditions it thinks fit.

Do you have experience in Windows?, 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 equivalency More than 6 months and up to 1 year 3 years More than 1 year and up to 2 years 2 years More than 2 years 1 year OR

• 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.

4. Requirements - Selection criteria a. Professional experience

Essential:

• Experience, preferably at least 3 years or more in an ICT client support environment;
• Experience with deploying and troubleshooting Microsoft Windows client OS including Windows 10 or higher;
• Experience with the handling of Incidents, Problems and Changes according to ITIL;
• Experience with IT Service Management tools, preferably ServiceNow;
• Experience with the creation and maintenance of an ICT support knowledge-base / repository; Experience with the maintenance of ICT hardware like workstations, laptops, printers, etc.;

Desirable:

• Experience with managing devices preferably with an MDM solution;
• Experience with Microsoft Active Directory in the areas of users and groups management and workstation membership perspective. Experience with Artificial Intelligence technologies or tools in the area of end-user support.

b. Professional knowledge, * 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 and Agile frameworks. Knowledge of IT Service Management tools., * 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, PowerPoint and Outlook) and the internet.

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.

The AACC shall classify contract staff in their function group taking into consideration their qualifications and professional experience at the time of entry into service. FGIII: The successful candidate will be engaged in Function Group FGIII, grade 8 (EUR 3374.39), grade 9 (EUR 3817.90) or grade 10 (EUR 4319.71).

Grade Qualifications and professional experience 8 Less than 5 years 9 Between 5 years and 15 years 10 15 years or more Staff pay EU tax at source but salaries are exempt from national taxes. Compulsory deductions are made for medical insurance, pension and unemployment insurance. Subject to the applicable conditions being met, as defined in the EU Staff Regulations (EUSR)/CEOS and further specified in the case law of the Court of Justice of the European Union, allowances such as expatriation allowance (16% of basic gross salary) or foreign residence allowance (4% of basic gross salary), household allowance, dependent child and / or education allowance may be granted. Staff enjoy worldwide insurance coverage by the Joint Sickness Insurance Scheme (JSIS) and are insured against sickness, the risk of occupational disease and accident. Europol offers flexible working arrangements, a comprehensive provision for annual leave as well as parental leave supporting a healthy work-life balance. Indicative net salary sample calculation: a) Staff member (single) in receipt of expatriation allowance (16%): FGIII: grade 8 EUR 3997.71, grade 9 EUR 4171.14, grade 10 EUR 4607.35. b) Staff member with two dependent children in their custody in receipt of expatriation allowance (16%): FGIII: grade 8 EUR 5506.28, grade 9 EUR 5989.77, grade 10 EUR 6536.84. The above information is indicative and for information purposes only. It is merely meant to give an indication of your possible net salary in light of the currently applicable amounts of the related allowances and the level of taxation. It has no legal value and no rights can be derived from it. The information is based on figures applicable as of April 2025.

7. Terms and conditions Contract of employment The successful candidate will be recruited as Contract Agent FG III pursuant to Article 3(a) of the CEOS.

Contract linked to duties not funded by external assigned revenue (e.g. EU grant funding) The initial contract will be concluded for a fixed period of 4 years (full-time - 40 hours a week). The contract may be renewed, in principle, for a fixed period of 2 years. Any further renewal shall be for an indefinite duration. In case of successive contracts under Article 3a) of the CEOS, the duration of the contract offered will be set in accordance with the provisions of the Decision of the Management Board of Europol of 4 October 2019 governing the conditions of employment of contract staff employed under the terms of Article 3a) thereof.

Conditions of engagement Before the employment contract is concluded by Europol, the successful candidate will have to:

• declare any conflict of interest;
• undergo a pre-employment medical examination to confirm that he/she is physically fit to perform the duties pertaining to the post or, alternatively, receive the confirmation from Europol that he/she fulfils the conditions laid down in the Decision of the Deputy Executive Director of the Capabilities Directorate on the pre-employment medical examination available on Europol's website;

The place of employment will be The Hague, The Netherlands.