User Support Technician

Description

Scope of Assignment

• Provide advanced L2/L3 support for Windows 11, Microsoft 365, endpoint, identity, access, and workplace-related incidents and requests.
• Use a solid working knowledge of Microsoft Intune to troubleshoot endpoint incidents, identify configuration or compliance issues, and support resolution with the responsible teams.
• Use a solid working knowledge of Microsoft Entra ID to troubleshoot identity, authentication, access, and device-registration issues and help identify their root cause.
• Identify and implement practical AI-enabled use cases for support, knowledge management, incident analysis, self-service, and operational efficiency, with appropriate security and governance.
• Support changes, deployments, migrations, and complex incidents across Workplace, Infrastructure, Security, Network, and Application teams.
• Be a strong team player who collaborates openly, takes proactive ownership, and contributes with a positive, solution-oriented mindset.
• Maintain clear technical documentation and contribute to continuous improvement in complex and controlled environments.
• Reliable day-to-day system engineering support for the Digital Workplace environment, including resolution of complex L2/L3 incidents and service requests.
• Effective troubleshooting and issue identification for endpoint, application, configuration, and compliance incidents involving Microsoft Intune, with clear escalation to the responsible teams when required.
• Effective troubleshooting and root-cause support for identity, authentication, access, conditional access, and device-registration incidents involving Microsoft Entra ID.
• Reusable PowerShell, Microsoft Graph, and workflow automations that reduce manual work and improve the reliability of Digital Workplace operations.
• Practical AI-enabled solutions for support, knowledge management, incident analysis, and self-service, implemented with appropriate security and governance.
• Successful technical delivery of Digital Workplace changes, migrations, deployments, and small engineering projects in coordination with the team and relevant stakeholders.
• Consistent proactive collaboration, constructive communication, and a positive contribution to the team and its shared objectives.
• Up-to-date technical documentation, operational procedures, knowledge articles, and engineering recommendations that strengthen the Digital Workplace service.

Skills+ Experience requirements

Skills

Exp. Req. (Required yrs of experience on below: 8 -10 years)

• Ability to analyse, test, and deploy Group Policy changes
• Ability to analyse complex incidents involving multiple technologies
• Ability to identify recurring issues and propose sustainable solutions.
• Basic scripting and automation skills are an advantage, particularly PowerShell.
• Change and deployment coordination.
• Clear communication skills with both technical and non-technical stakeholders.
• Ability to coordinate multiple technical teams.
• Ability to coach and support less experienced colleagues.
• Flexibility and willingness to provide onsite support when required.
• Comfortable working in an international and multicultural environment.
• Fluent in English; French and/or Dutch would be an asset.
• Interest in automation, AI-assisted support, endpoint analytics, and emerging Digital Workplace technologies is considered a strong asset
• Prioritisation and SLA awareness.
• Problem management principles
• Request management.
• Strong customer and service orientation.
• Ownership and accountability.
• Ability to work independently.
• Strong analytical mindset.
• Technical documentation and knowledge management.
• Understanding of endpoint management, authentication, networking, and infrastructure dependencies.
• Advanced troubleshooting and problem-solving skills.
• Good understanding of Windows endpoint architecture and enterprise workplace environments