Senior Agent – ICT Workplace Services (FGIV)

Europol/2021/CA/FGIV/091

ABOUT EUROPOL

This selection procedure is intended to establish a reserve list of successful candidates. It is envisaged to start using the reserve list Q4 of 2021 / Q1 of 2022.
Europol retains the right to make use of the reserve list to select candidates for similar posts within the organisation, should business needs require to do so.

Organisational setting:
The post of Agent - Workplace Services is located in the Workplace Services Team, ICT Infrastructure & Operations Unit, ICT Department, Capabilities Directorate.

The ICT Infrastructure & Operations Unit, responsible for the operations, management, availability and security of the Europol ICT Infrastructure and Applications. This includes Workplace services, Customer Service Centre, Solutions Operations and Deployment services, Infrastructure services and ICT Security.

The Workplace Services team is responsible for all user related devices, software and solutions. Both in a proactive way of managing ICT Solutions as well as in a more reactive way by handling tickets on customer request.

Purpose of the post:
The successful candidate will be part of the Workplace Services Team and will provide user support for end user equipment, mobile devices and client application support.

Reporting lines:
The incumbent reports to the Head of the ICT Workplace Services Team.

Job environment:
This post might require participation in a shift system, including weekends and nights as well as on-call duty.

Equal opportunity
Europol is an equal opportunities employer and encourages applications without distinction on the basis of gender, colour, racial, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, nationality, age, sexual orientation or gender identity.

Europol aims to create and maintain a healthy and attractive work environment that supports our colleagues in their career planning and in achieving a healthy work-life balance.

Employment at Europol is open to nationals of EU Member States. There is no nationality quota system in operation, but Europol is striving for a broad range of nationalities in order to keep a well-balanced geographical distribution among its staff members.

BACKGROUND, MAIN PURPOSE AND TASKS OF THE POST

The successful applicants will carry out the following main duties:
•    Prepare, deploy, maintain and troubleshoot fixed-location and mobile end-user ICT equipment, not limited to desktops, laptops, phones;
•    Handle user incidents and ICT related requests;
•    Act as an escalation point for complex and/or escalated incidents and user requests;
•    Mobile devices management, including provisioning, configuration removal, inventory management and user support;
•    Support of mobility solutions with focus on specific configurations for use outside of the Europol headquarter;
•    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;
•    Contribute to the definition and improvement of procedures related to the work of the Workplace Services team;
•    Assist in the maintenance of the hardware and software IT inventory and of related documentation;
•    Participate in the technical and end-user documentation creation and regular review;
•    Perform any other task assigned by the Line Manager to assist in dealing with ICT related incidents and requests.

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 post (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) 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.

b.    Candidates must have
•    A level of education which corresponds to completed university studies attested by a diploma when the normal period of university education is 3 years or more.
OR
•    Professional training of an equivalent level, and after having completed the training, at least the number of years of relevant professional experience as indicated below:

Duration of professional training          Professional experience
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

REQUIREMENTS - SELECTION CRITERIA

a.    Professional experience (assessed mainly during the shortlisting phase):
Essential:
•    At least 5 years of relevant professional experience, including experience as an ICT support technician;
•    Experience with managing and troubleshooting Microsoft Windows workstations;
•    Experience with the workflow in service desk environments using an Incident Management System;
•    Experience drafting technical and end-user documentation;
•    Experience in the maintenance of ICT hardware such as workstations, laptops, multi-functional printers, mobile phones, tablets, etc;
•    Experience with Microsoft Active Directory in the areas of users and computers groups management.
Desirable:
•    Experience with OS remote deployment solutions (MDT/WDS, SCCM or Altiris);
•    Experience with managing iOS devices in a corporate environment using an MDM solution;
•    Experience working in a multicultural, multidisciplinary environment.

b.    Professional knowledge (assessed during the selection procedure – written test and/or interview):
Essential:
•    Knowledge of Information Technology, particularly in the area of end user computing;
•    Knowledge of Microsoft Windows 10;
•    Knowledge of the Microsoft Office Suite, e-mail, networking and browser applications.
Desirable:
•    ITIL certification;
•    Microsoft certification on deploying and/or managing Windows 10 workstations.

c.    General competencies (assessed during the selection procedure – written test and/or interview):
Essential:
Communicating:
•    Very good communication skills in English, both orally and in writing;
•    Very good drafting skills and attention to detail. 
Analysing & problem solving:
•    Keen eye for detail with the ability to maintain standards of accuracy under pressure of tight deadlines;
•    Strong analytical and problem solving skills including the ability to anticipate potential problems, determine and implement solutions;
•    Competent user of Microsoft Office applications (MS Word, Excel, 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;
•    Very 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.

SELECTION PROCEDURE

All applications for Contract Agent posts must be submitted through the online recruitment system accessible via Europol’s website.  

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 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) set out in this Vacancy Notice. 

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. 

At shortlisting stage, the Selection Committee will establish the pass-mark for test and interview, and will shortlist the 5 highest scoring candidates. All candidates having a score equal to the 5th highest scoring candidate will be invited to take part in the selection procedure conducted remotely.

Candidates who attend the selection procedure will be informed of the outcome, i.e. whether they have been successful or not. 

After the selection procedure has taken place, the Selection Committee will establish a list of successful candidates which is shared with the AACC for establishment of a Reserve List. A Reserve List is valid for up to 12 months, and its validity may be extended once for up to 12 months. 

Candidates who attended a selection procedure may request feedback on their performance in  the written test and interview within three months after the selection procedure. Europol will not be in a position to respond to feedback inquiries received outside this time frame.

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 or requests for information or documentation in relation to the competition should be addressed to the Recruitment and Selection Team.

Detailed information on the selection procedure, including the appeal procedure is available in the Europol Recruitment Guidelines, which can be found on Europol’s website.

SALARY

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.

FGIV
The basic monthly salary is: 
grade 13 (EUR 3,555.98), grade 14 (EUR 4,023.40) or grade 16 (EUR 5,150.62)

Grade    Qualifications and professional experience
13            Less than 5 years
14            Between 5 years and 17 years
16            More than 17 years

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%):  for grade 13: EUR 3,943.02; for grade 14: 4,428.51, for grade 16: 5,555.04
b)    Staff member with two dependent children in their custody in receipt of expatriation allowance (16%): for grade 13: EUR 5,568.48; for grade 14: 6,080.11, for grade 16: 7,295.30

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 July 2020.

TERMS AND CONDITIONS

Contract of employment
The successful candidate will be recruited as Contract Agent FGIV pursuant to Article 3(a) of the CEOS. 

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. 

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

For further information on terms and conditions please consult the EUSR/CEOS available on Europol’s website.

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 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: CONFIDENTIAL UE/EU CONFIDENTIAL.

ADDITIONAL INFORMATION

Probation period
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.

Statutory obligations upon leaving the service
Pursuant to Article 16 of the EU Staff Regulations, EU officials and, by analogy, temporary and 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. 

Privacy Notice 
Europol respects your privacy and is committed to protecting your personal data. Your data will be processed in accordance with 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 applicable to Europol under Article 46 of the Europol Regulation. 

For additional information, please consult the applicable privacy statement available on our website

Main dates
Publication date:                 16 July 2021
Deadline for application:    30 August 2021, 23:59 Amsterdam Time Zone
Recruitment procedure:     September 2021

Application process and selection procedure    
Please refer to the EUROPOL RECRUITMENT GUIDELINES available on Europol’s website for further details on the application process and the selection procedure. 

Contact details
For further details on the application process please call +31 (0) 70 353 1146 or +31 (0) 70 353 1154.

Apply

Deadline

30 August 2021, 23:59:59 CEST

Contract type

Contract Agent

Unit/Group

C1 ICT

Reports to

Head of the ICT Workplace Services Team