Application Support Agent

Description

The role sits in the application support team at the Directorate General for Communications Networks, Content and Technology (DG CONNECT), the European Commission unit that sets and carries out EU digital policy.

You will support the Digital Service Act (DSA). The DSA governs online intermediaries and platforms, including marketplaces, social networks, content-sharing sites, app stores and online travel and accommodation platforms. Its aims are to curb illegal and harmful online activity and the spread of disinformation, protect user safety and fundamental rights, and keep the online platform environment fair and open.

The company is a digital services firm with over 8,900 professionals across Europe, working with EU institutions and public and private organisations. The Patras branch has 180+ staff working on EU mission-critical projects.

Responsibilities

• Log requests, incidents and questions from users, give technical support, investigate problems and decide on the right action.
• Handle all communication with end users.
• Take part in meetings with the development team.
• Deliver services under ITIL best practices, recording and documenting every request.
• Extend documentation and build FAQs from the calls you receive.
• Write user manuals for information systems.
• Write web documentation.
• Design and run training courses on information systems for different stakeholder groups.

Requirements

• A university degree or a diploma from a Vocational Training Institute (IEK) in Information Technology.
• Proven knowledge of end user assistance and support for information systems.
• At least 1 year of user support experience.
• English at C1 level (European framework). This is mandatory.
• Strong analytical skills and the ability to pick up processes quickly.
• A solution-oriented, proactive and reactive approach to problems.
• Strong communication skills.
• Comfort working in an international, multicultural setting.
• Strong teamwork skills.

Conditions

Hybrid working model.

Apply by uploading your CV in English through the Apply button. Applications are handled in strict confidence.

The company gives equal opportunity and treatment to all candidates regardless of protected characteristics.

Benefits

• A modern working environment.
• A structured onboarding process with a buddy to help you settle in.
• A competitive pay and benefits package.
• Health and life insurance.
• Meal and commuting allowance.
• On-site well-being activities.
• Ongoing learning, including unlimited access to Udemy for Business and ad-hoc training.
• A personalised development plan for career growth.
• Work alongside experienced professionals on large-scale projects that affect millions of citizens across the globe.