User Support Technician

Job Title : User Support Technician

Experience:
8 to 10 years Language Requirement : English + French/Dutch 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. Deliverables (specific)
- 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
- Software : Microsoft Windows 11
• Microsoft Active Directory
• Group Policy Management (GPO)
• Microsoft Entra ID
• Microsoft Intune
• Microsoft 365
• ServiceNow or another enterprise ITSM solution
• Microsoft Configuration Manager / SCCM
• PowerShell
• R
- 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.
- Incident management
- 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