Support Engineer
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Location: Brussels (100% On-site)
Contract Duration: CDI
Languages: French and Dutch mandatory, English is a plus
About the Role
Senior 2nd Line IT Support Technician
Our client is looking for a Senior 2nd Line IT Support Technician to strengthen its Service Desk team in Brussels. You will be responsible for resolving complex user incidents, supporting workplace technologies, managing mobile devices, and ensuring a high level of end-user satisfaction.
This position requires a strong customer-service mindset, hands‑on technical expertise, and experience working within a structured ITSM environment.
Key Responsibilities
Register, manage and resolve user incidents and service requests via phone and ticketing systems.
Perform technical troubleshooting and root cause analysis.
Ensure timely follow‑up and resolution of assigned incidents.
Install, configure and maintain IT hardware and software.
Prepare and deploy workstations and end‑user devices.
Manage and support the smartphone fleet (Android and iOS), including subscriptions.
Contribute to the knowledge base by documenting procedures and best practices.
Improve existing Service Desk processes and operational documentation.
Provide professional, transparent and customer‑focused support to end users.
Required Skills & Experience
Technical Skills
Expert knowledge of Windows 11
Expert knowledge of Microsoft 365
Strong understanding of ITSM processes
Good knowledge of networking and connectivity fundamentals
Minimum 3 years of experience with Ivanti ticket management platform
Experience supporting desktop, laptop and mobile environments
Experience managing Android and iOS mobile device fleets
Soft Skills
Excellent problem‑solving and analytical abilities
Strong customer‑service orientation
Ability to prioritize and manage multiple requests
Excellent communication skills
Ability to remain calm and professional under pressure
Strong documentation and knowledge‑sharing mindset
Languages
French: Native or fluent
Dutch: Native or fluent
English: Nice to have
Mandatory Requirements
- Available for 100% on‑site work in Brussels
- Experience with Ivanti Service Desk
- Recent experience managing Android and iOS smartphone fleets
- Strong experience in Windows 11, Microsoft 365, and IT Support environments
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