IT Support Analyst

Michael James Associates; Brussel Hoofdstad; Sur place; EUR 45 000 - 75 000; Plein temps

Résumé du poste

Michael James Associates in Brussels is seeking a hands-on Technology Support Analyst to join the technology team. You will deliver high-quality end-user support across hardware, software, networking and mobile devices in a demanding professional services environment.

The role involves incident management, remote access support, and collaboration with central IT teams to ensure responsive service. Prior experience in a law firm or professional services setting is a plus.

Qualifications

• Three+ years of technology support experience in a professional environment.
• Experience with desktop, networking and application troubleshooting.
• Familiarity with Citrix, NetDocuments and Microsoft 365.

Responsabilités

• Provide first and second-line technology support to Brussels users via phone, tickets and email.
• Diagnose, troubleshoot and resolve hardware, software and connectivity issues.
• Document incidents and service requests in ITSM systems with accuracy.
• Own issues through resolution and escalate when needed to central teams.
• Support desktop hardware, printers, mobile devices and peripherals.
• Assist with remote work, office moves and onboarding/offboarding IT provisioning.
• Support audiovisual equipment and meeting room technology.
• Provide application support for Citrix-based and local applications.

Connaissances

3+ years experience in IT support

Strong troubleshooting

Windows proficiency

Formation

High school diploma or equivalent

IT qualification or certificate

Outils

Citrix

Microsoft 365

NetDocuments

Description du poste

Reports To: Technology Support Manager / Supervisor

The Opportunity

We are working with a leading international professional services organisation to appoint a Technology Support Analyst to join its technology team in Brussels.

This is a hands-on, user-facing IT role providing high-quality technical support to attorneys, business services professionals and office staff within a sophisticated international environment.

The successful candidate will be responsible for supporting a broad range of technology across the Brussels office, including hardware, software, applications, networking, mobile devices, audio visual equipment and remote access. You will work closely with local technology colleagues as well as central IT teams to ensure users receive a responsive, professional and consistent level of support.

This is an excellent opportunity for an experienced IT support professional looking to join an international organisation where technology plays a critical role in supporting a demanding, high-performance environment.

Key Responsibilities

• Provide first and second-line technology support to users across the Brussels office via telephone, service desk tickets and email.
• Diagnose, troubleshoot and resolve hardware, software, connectivity and application-related issues.
• Log and accurately document incidents and service requests within the firm's IT service management systems.
• Take ownership of issues through to resolution, escalating more complex problems to appropriate local or central technology teams.
• Provide application support for locally installed and Citrix-based applications.
• Install, configure, test, image, maintain and troubleshoot desktops, laptops, printers, scanners and other technology peripherals.
• Provide support for iOS and Android mobile devices.
• Support audio visual equipment, meeting rooms and conference facilities.
• Assist users with remote working and remote-site access.
• Support office moves, new starters, leavers and personnel changes, including equipment provisioning and collection.
• Maintain and issue loan equipment in accordance with company policies.
• Maintain accurate technology asset and inventory records.
• Support data rooms, technology rooms and local infrastructure.
• Assist with troubleshooting networking issues alongside infrastructure and central technology teams.
• Provide technology support for off-site events and other locations when required.
• Provide advice and assistance to attorneys and senior stakeholders regarding technology equipment and purchases.
• Deliver basic technology induction and user training.
• Support technology-related security systems and promote appropriate security best practices.
• Assist with maintaining and improving IT policies, procedures and documentation.
• Build strong working relationships with attorneys, business services professionals and technology colleagues.
• Maintain a consistently high level of customer service and professionalism.
• Handle sensitive and confidential information appropriately.
• Participate in technology projects and other initiatives as required.

Technology Environment

You will ideally have experience supporting a broad technology environment including:

• Microsoft Windows
• macOS
• Microsoft Office / Microsoft 365
• Citrix
• NetDocuments or similar document management systems
• Litera Compare or similar document comparison software
• iOS and Android
• Desktop and laptop hardware
• Printers, scanners and peripherals
• Audio visual and meeting room technology
• Mobile and remote access technologies
• Basic networking and infrastructure
• IT security systems

Experience with legal technology applications or within a law firm, financial services organisation, professional services business or similarly demanding corporate environment would be highly advantageous.

About You

We are looking for a technically capable and highly service-oriented IT professional who enjoys working directly with users and taking ownership of technical problems.

The successful candidate will be comfortable supporting senior stakeholders and operating in an environment where responsiveness, professionalism, confidentiality and attention to detail are essential.

You will ideally have:

• 3+ years' experience in IT support, desktop support, service desk or technology support.
• Strong troubleshooting skills across hardware, software and connectivity.
• Excellent knowledge of Windows and Microsoft Office / Microsoft 365.
• Experience supporting laptops, desktops, printers, mobile devices and peripherals.
• Experience with Citrix or similar virtual application environments.
• A good understanding of networking and infrastructure fundamentals.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication.
• The ability to explain technical issues clearly to non-technical users.
• Strong organisational skills and attention to detail.
• The ability to manage multiple incidents, projects and changing priorities.
• A proactive approach to identifying and resolving technical issues.
• The ability to work independently while contributing effectively to a wider technology team.
• An understanding of information security and the importance of protecting confidential information.
• Flexibility to occasionally adjust working hours or travel when required to support business needs.

Education & Experience

• High school diploma or equivalent.
• Relevant IT qualification, technical certification or equivalent practical experience preferred.
• Minimum of three years' relevant technology support experience.
• Additional technical training in desktop support, networking, infrastructure or related disciplines would be advantageous.

Why Join?

• Salary of up to €75,000 per annum, depending on experience.
• Opportunity to join a prestigious international professional services environment.
• Work alongside experienced technology professionals across an international organisation.
• Exposure to a sophisticated legal technology and workplace technology environment.
• Regular interaction with senior stakeholders and business users.
• Broad responsibility across applications, infrastructure, hardware and end-user technology.
• Strong opportunity for professional development and career progression.

The Ideal Candidate

The ideal candidate will be a hands-on IT support professional who combines strong technical troubleshooting skills with exceptional customer service.

You will enjoy being close to the business, solving problems quickly and building trusted relationships with users. Experience within a law firm or another high-performance professional services environment would be particularly valuable.

If you're an experienced IT support professional looking for a Brussels-based opportunity within a highly regarded international organisation, we'd be keen to hear from you.