ICT Support Officer (EUROJUST)

The Hague, The Netherlands, Sapienza Consulting [NSSR-1923]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting provides consultancy services to many EU Institutions across Europe and currently one of our customers is seeking the provision of ICT consultancy services in connection to the implementation, support and development of ICT Infrastructure and Services.

We are in need of two ICT Support officers who will deliver 1st and 2nd line support. These are two year contracts which could be extended up to four years.


1.1. Support

Managing the incoming requests for services and incidents, records calls and provides, if possible, a quick solution or workaround. In second line, more complicated issues concerning end-user equipment and workspace are resolved. In case the internally defined target cannot be met or the ticket is related to other type of ICT service, the ticket is escalated to 3rd line or external supplier. The team is responsible for purchasing, stock keeping, preparing, deploying, maintaining and changing the end-user computing environment in line with internal policies and procedures.

1.2. 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.

1.3. Stand-by duty

Working in shifts during normal working days and normal working hours (morning shift from 08:00 to 16:30 and evening shift from 09:30 to 18:00) and on a rotating basis to cover a shift outside of normal working days and normal working hours in a stand-by duty mode.The standby duty shift for an ICT Support Officer is on average once a month, Monday to Friday from 18:00 – 08:00 and Saturday and Sunday 24/7. This additional responsibility may not be charged separately; it must be included in the normal hourly rate. If during stand-by duty actual work is performed, the hours worked shall be recorded on a separate timesheet and shall be invoiced in accordance with the Framework Contract conditions for rates outside of normal working days and normal working hours.

1.4. 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.

  • Providing first and second level ICT support for all users, including during stand-by duty;
  • Installing, upgrading, maintaining and decommissioning hardware and software;
  • Troubleshooting ICT-related technical problems;
  • Contributing to the regular ICT maintenance that takes place in the evenings and on weekends;
  • Testing new versions, releases and patches for hardware and software and providing recommendations on their implementation;
  • Assisting in the process of ordering of new IT equipment and initiating ICT-related purchases;
  • Performing asset management tasks, such as gathering and keeping detailed hardware and software inventory information.


In addition to the skills needed to perform the above mentioned tasks and to function in the described work environment, the ICT Support Officer:

  • Should preferably have experience with Microsoft Enterprise Software;
  • Should preferably have experience operating a Service Desk in an office environment (not a call centre).

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