Global IT Support Coordinator - Remote, Training & ITIL

Altia; Brussel; Remote; EUR 90,000 - 110,000; Full time

Job summary

Altia is seeking an experienced IT service management professional to lead international IT support initiatives. The role focuses on incident triage, major-incident handling, and process optimisation within a remote-first setup with occasional Brussels presence.

You will maintain user documentation and deliver AI/LLM training while coordinating multi-level support teams. Proven expertise in ITIL v4, Microsoft 365 (SharePoint/Teams), and major ITSM tools is essential.

Qualifications

• EQF Level 6 qualification (bachelor's degree or equivalent), or (3 years of higher education).
• At least 7 years of professional IT experience.
• At least 3 years of experience in IT support, including ticket triage, escalation paths and major-incident handling.
• At least 1 year coordinating multi-level support teams (L1-L3) and acting as a single point of contact between users and development teams.
• At least 1 year of end-to-end IS incident management, including root-cause analysis, resolution timelines, incident reporting and corrective actions.
• At least 1 year of experience delivering training on AI/LLM topics and responsible use of AI-based systems.
• At least 3 years with Microsoft 365 SharePoint and Teams, including knowledge-base management and documentation.
• At least 3 years of IS/ICT training delivery and coaching large user communities.
• At least 1 year of experience with major ITSM platforms (ServiceNow or Jira Service Management) and remote-support tools.

Responsibilities

• Managing ticket triage and escalation procedures across L1-L3, ensuring incidents and requests are resolved on time.
• Maintaining the knowledge base and user documentation (FAQs, user guides, quick-start materials and troubleshooting documentation).
• Acting as liaison between end users and development teams; collecting feedback and improvement opportunities.
• Designing and delivering training.
• Carrying out ITSM activities in line with ITIL v4.
• Coordinating SharePoint and Microsoft Teams collaboration spaces.
• Producing incident reports and usage-statistics dashboards.
• Contributing to feature testing and bug reporting.
• Defining and optimising support processes, ticket workflows, escalation paths and major-incident handling.

Job description

Altia is seeking an experienced IT service management professional to lead international IT support initiatives. The role focuses on incident triage, major-incident handling, and process optimisation within a remote-first setup with occasional Brussels presence.

You will maintain user documentation and deliver AI/LLM training while coordinating multi-level support teams. Proven expertise in ITIL v4, Microsoft 365 (SharePoint/Teams), and major ITSM tools is essential.