IT Support Coordinator

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 a high-value digital transformation services company that has undertaken, changed, and reformulated international projects for nearly a thousand clients, leaders in their sectors, who have understood that their businesses can be revolutionized through digitalization. Over its 30 years of experience, it has proven to be a robust company with a future, a capacity for innovation, and adaptability.

Are you passionate about leading strategic projects in an international environment and contributing to high-impact European initiatives?

Location: Remote / Far-site with occasional on-site presence in Brussels.

Environment: European Institutions and international stakeholders.

You will be responsible for:

• Managing ticket triage and escalation procedures across L1-L3, and 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

Minimum Requirements

• 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 of experience coordinating multi-level support teams (L1-L3) and acting as a Single Point of Contact between users and development teams, including escalation of complex issues with detailed documentation and reproduction steps.
• At least 1 year of end-to-end IS incident management, including root-cause analysis, resolution timelines, incident reporting and corrective and preventive actions.
• At least 1 year of experience delivering training or guidance on AI/LLM topics and responsible use of AI-based systems.
• At least 3 years of hands-on experience with Microsoft 365 collaboration platforms, particularly SharePoint and Microsoft Teams, including knowledge-base management, content accuracy and user documentation.
• At least 3 years of experience designing and delivering IS/ICT training (e-learning, classroom sessions, job aids and AMA sessions) and coaching large user communities.
• At least 1 year of experience with a major ITSM platform (e.g., ServiceNow or Jira Service Management) and a remote-support tool (e.g., TeamViewer or RDP).

Required knowledge and competencies

• ITIL Foundation V5 certification, or an equivalent IT service-management certification.
• Very good spoken and written English, CEFR C1 or higher.
• Strong knowledge of ITIL processes: incident, problem and request management, escalations and resolution tracking.
• Proficiency in Microsoft 365, especially SharePoint and Teams, for collaboration, documentation and knowledge management.
• Experience producing user manuals, quick guides, FAQs, video tutorials and other support materials.
• Ability to train end users on AI/LLM topics, including data-sharing limits, hallucinations and verification of AI-generated outputs.
• Excellent communication and stakeholder-management skills, with the ability to present status, risks and decisions through dashboards and service reports.
• Ability to work effectively in an international, multicultural and multilingual environment, both autonomously and as part of a team.
• Analytical skills for KPI monitoring, root-cause analysis and continuous improvement of support processes.

Valued Qualifications

• Certification or recognised experience in technical writing and documentation.
• Training or certification in Microsoft Teams or SharePoint administration / essential training.
• Additional training in data analysis or reporting tools, such as Power BI, and generic technologies such as Python for automation and data management.

The present job offer is drafted taking into account impartiality and non-discrimination on the grounds of gender, race, ideology, or any other reason. Especially, it takes into account the respect for the current regulations regarding gender equality between women and men (Royal Decree-Law 6/2019).