User Support Technician

User Support Technician

Location:
Brussels, Belgium Work Mode: Hybrid – 3 days per week onsite Language: English mandatory; French and/or Dutch preferred Role Overview We are looking for an experienced User Support Technician to provide advanced L2/L3 support for the Digital Workplace environment. The ideal candidate will have strong expertise in Windows 11, Microsoft 365, Active Directory, Group Policy, Microsoft Intune, Microsoft Entra ID, and endpoint management. The role involves troubleshooting complex incidents, supporting deployments and migrations, developing automation solutions, and identifying opportunities to improve support operations through AI-enabled technologies.

Key Responsibilities
• Provide advanced L2/L3 support for Windows 11, Microsoft 365, endpoint management, identity, and access-related incidents.
• Analyse, test, and deploy Group Policy Object (GPO) changes.
• Troubleshoot Microsoft Intune configuration, compliance, and endpoint management issues.
• Resolve Microsoft Entra ID authentication, conditional access, device registration, and identity-related issues.
• Use PowerShell and Microsoft Graph to automate repetitive tasks and improve operational efficiency.
• Identify recurring incidents, perform root-cause analysis, and recommend sustainable solutions.
• Support workplace changes, deployments, migrations, and engineering projects.
• Collaborate with Infrastructure, Security, Network, and Application teams to resolve complex technical issues.
• Identify practical AI use cases for incident analysis, knowledge management, and self-service support.
• Manage incidents, service requests, changes, and problems in accordance with SLAs.
• Maintain technical documentation, operational procedures, and knowledge articles.
• Provide technical guidance and support to junior team members. Required Technical Skills
• Microsoft Windows 11 and enterprise endpoint architecture
• Microsoft Active Directory and Group Policy Management (GPO)
• Microsoft Intune and Microsoft Entra ID
• Microsoft 365
• Microsoft Configuration Manager (SCCM/MECM)
• PowerShell scripting and automation
• Microsoft Graph
• ServiceNow or another enterprise ITSM platform
• Endpoint management, authentication, networking, and infrastructure dependencies
• Incident, problem, request, and change management
• Technical documentation and knowledge management Experience and Soft Skills
• Enterprise IT support or Digital Workplace engineering.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience managing complex incidents involving multiple technologies.
• Ability to coordinate technical teams and support change and deployment activities.
• Strong customer service orientation, ownership, and accountability.
• Good communication skills with technical and non-technical stakeholders.
• Ability to prioritise incidents and meet SLA requirements.
• Interest in AI-assisted support, automation, and endpoint analytics.
• Ability to work independently in an international, multicultural environment.
• Fluent English; French and/or Dutch is an advantage. Main Skills Must-have: Windows 11, Active Directory, GPO, Microsoft Intune, Microsoft Entra ID, Microsoft 365, SCCM/MECM, PowerShell, L2/L3 Support, Incident Management.