IT Support (Level 1 & Level 2)

Keystone Solutions; Brussel Hoofdstad; Sur place; EUR 42 000 - 56 000; Plein temps

Résumé du poste

Keystone Solutions seeks a proactive IT Support Officer (Level 1 & 2) to deliver frontline and second-line IT support from Brussels HQ. You will assist internal users across 9 countries, handling incidents, user accounts, and escalations while maintaining documentation and knowledge sharing.

On-site presence is required at least 3 days a week. Ideal candidates demonstrate strong Microsoft 365 knowledge, Windows/AD expertise, and good communication skills in English; French/Dutch is a plus.

Qualifications

• Microsoft 365 suite and Office apps proficiency required.
• Familiarity with Windows environments, Active Directory, and hardware troubleshooting.
• Basic networking knowledge (TCP/IP, DNS) is a plus.
• Fluent English; French and/or Dutch a plus given the footprint.

Responsabilités

• Incident management: act as first responder to IT support requests; log and prioritize via ITSM.
• Troubleshooting: fix issues across desktops, laptops, printers, mobile devices, and basic network connectivity.
• Microsoft 365 support: day-to-day support for Outlook, Teams, SharePoint, OneDrive, Office apps; manage user accounts.
• Account & Access management: handle user lifecycle tasks including password resets in a hybrid environment.
• Software support: installations, configurations, and updates for Windows and Office environments.
• Escalation: escalate complex issues to Level 3 with clear documentation.
• Documentation: maintain records and contribute to internal knowledge base.
• Customer service: provide patient, friendly, efficient support across 9 countries.

Connaissances

Microsoft 365

Windows environments

Active Directory

Networking basics

Azure/Intune

Outils

Azure

Intune

Endpoint management tools

Description du poste

Mission Overview:

Join Keystone Solutions as an IT Support Officer (Level 1 & Level 2) consultant for a mission with our client in Brussels. In this consultancy role, you will deliver group-wide IT support across 9 countries, acting as a vital link between technology and people. You will provide first- and second-line technical assistance to internal customers, covering hardware, software, and Microsoft 365 systems.

Consultancy Nature of Work:

As a Keystone Solutions consultant, you will work on-site at the client's Brussels headquarters while supporting internal users across 9 countries. You will operate under our consultancy model, collaborating closely with client stakeholders and Keystone Solutions peers to deliver consistent, high-quality IT support and knowledge sharing.

Dynamic Projects:

Through Keystone Solutions, you will tackle diverse challenges across hardware, software, Microsoft 365, and user lifecycle management, with exposure to varied environments and multi-country operations. This mission offers hands-on experience with incident management, troubleshooting, and escalation in a complex, dynamic setting.

Turbo-Charged Learning and Development:

Keystone Solutions supports your growth with continuous learning opportunities aligned to Microsoft 365, Windows environments, Active Directory, networking basics, and endpoint management tools. You will develop both technical depth and customer service excellence while contributing to documentation and knowledge bases.

Ambition Skyrocketing within a Consultancy Framework:

Advance from junior to senior responsibilities by taking ownership of complex cases, mentoring peers, and driving process improvements across client engagements. Keystone Solutions fosters career progression through exposure to multi-country operations, rotational shifts, and collaboration with Level 3 teams.

Key Responsibilities:

• Incident Management: Act as the first responder for IT support requests from colleagues across the Group, logging and prioritizing issues through the ITSM ticketing system.
• Troubleshooting: Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, and basic network connectivity, including Wi-Fi and VPN.
• Microsoft 365 Support: Provide day-to-day support on the Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint) and manage related user accounts and access.
• Account & Access Management: Handle user lifecycle tasks including account creation, password resets, and access management in a hybrid environment.
• Software Support: Assist with software installations, configurations, and updates for Windows and Microsoft Office environments.
• Escalation: Identify more complex issues requiring advanced expertise and elevate them to Level 3 teams with clear documentation and context.
• Documentation: Maintain accurate records of support activities and contribute to the internal knowledge base.
• Customer Service: Deliver patient, friendly, and efficient support to internal customers across all 9 countries, ensuring a high level of satisfaction.

All responsibilities above will be performed as a Keystone Solutions consultant working closely with the client.

Who You Are:

• A fast learner, comfortable picking up new tools, systems, and processes quickly.
• Genuinely motivated to support internal customers and help colleagues solve their day-to-day IT issues.
• Comfortable working on-site at our Brussels HQ at least 3 days a week, and flexible to work rotational shifts (08:00-16:00 / 10:00-18:00).
• A team player who also works well independently.

As a Keystone Solutions consultant, you will bring these qualities to each client engagement.

Technical Skills:

• Microsoft 365: Good working knowledge of the Microsoft 365 suite is mandatory (Outlook, Teams, SharePoint, OneDrive, and the Office applications).
• Core IT knowledge: Familiarity with Windows environments, Active Directory, and basic hardware troubleshooting.
• Networking: Basic understanding of networking principles (TCP/IP, DNS) is a plus.
• Preferred tools: Experience with Microsoft Azure, Intune, or endpoint management tools is a strong asset, especially for medior/senior profiles.
• Languages: Fluent English is mandatory; French and/or Dutch is a strong asset given the Group's footprint.

Soft Skills:

• Strong organizational skills and the ability to prioritize in a fast-paced, multi-country environment.
• Excellent written and verbal communication skills for both internal and external stakeholders.
• Analytical thinking, problem-solving abilities, and discretion when handling sensitive data.
• Proactive and self-motivated, with the ability to anticipate user needs and suggest process improvements.

Location & Work Arrangement:

• Based at the client's Group Headquarters in Brussels.
• Supporting internal customers across all 9 countries where the client operates.
• On-site presence is mandatory at least 3 days per week.
• Working hours follow a rotational shift system: 08:00-16:00 or 10:00-18:00.

What We Offer:

• The opportunity to join a Group-wide IT team at the heart of a digital transformation.
• Exposure to an international, multi-country environment with 9 markets to support.
• A role open to all seniority levels, with room to grow from junior to senior responsibilities.
• A collaborative team culture based in Brussels.
• As part of Keystone Solutions, you will benefit from consultancy-driven career development, knowledge sharing across engagements, and support to build broad Microsoft 365 and endpoint management expertise.

Keystone Solutions Values in Action:

Being a K-Stone means bringing integrity, customer-first service, collaboration, and continuous improvement to every client project. You will uphold these values on-site, ensuring consistent service quality, meticulous documentation, and proactive problem-solving across all interactions.

Role-Specific Consultancy Impact:

This IT Support Officer role offers a unique chance to apply Microsoft 365 expertise, Windows and Active Directory knowledge, and customer-centric support across multiple client scenarios. You will manage incidents, user accounts, and escalations while partnering with Level 3 teams—gaining broad exposure to diverse systems and user needs in a multi-country environment.