User Support Specialist (24/7)

Confidential

Warsaw, Mazowieckie, Poland permanent

Posted: May 7, 2026

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Quick Summary

Work as a User Support Specialist in the 24/7 ICT service desk for ETIAS, providing first-line technical assistance to internal and external users, ensuring business continuity, incident resolution, service request fulfillment, and high-quality ICT service delivery.

Required Skills

Customer Service Shift Scheduling Service Desk Management Incident Management Ticket Management Escalation Procedures Knowledge Management Collaboration Communication

Job Description

Frontex – the European Border and Coast Guard Agency – is looking for 6 User Support Specialists to support the ICT 24/7 Service Desk for ETIAS under the DESOPS framework contract (FWC FRONTEX/2024/OP/0029).

The mission focuses on providing continuous 24/7/365 on-premises ICT support for ETIAS users, ensuring business continuity, incident resolution, service request fulfilment, and high-quality ICT service delivery.

The consultants will provide first-line technical assistance to internal and external users, mainly in relation to ETIAS, while working in predefined shifts. The shift model may be organised either in 3 shifts of 8 hours or 2 shifts of 12 hours, with an average balance of around 40 hours per week per person.

The role includes managing service requests and incidents through IT Service Management processes, ensuring SLA compliance, escalating issues to higher support lines when needed, and maintaining a professional, responsive, and customer-oriented service desk experience.

The consultants will work closely with the ICT Service Delivery Team, Digital Services Unit, second-line support teams, IT project teams, and Frontex internal and external users, using ServiceNow for ITSM activities, performance monitoring, and reporting.

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