Lead 2nd-Line Service Desk Engineer – Hybrid

Ayesa Digital; Brussel Hoofdstad; Hybrid; EUR 52,000 - 76,000; Full time

Job summary

Ayesa Digital in Brussels is seeking an experienced Service Desk Second Line Agent to support European institutions. You will handle advanced user support, incidents, and change management in a hybrid Brussels environment with regular on-site presence. Collaboration with international teams is essential.

The role requires 5+ years in ICT support, ITIL knowledge, and proficiency with ITSM tools, Oracle SQL, and SOAP-UI. Fluency in English or French at B2 level is required.

Qualifications

• Bachelor’s degree or higher EQF Level 6 (3 years higher education) required.
• Minimum 5 years in a Service Desk Second Line/ICT support role.
• Proven end-user support for business applications and information systems.

Responsibilities

• Provide advanced user support and guidance for business applications and ICT tools.
• Investigate, analyse and follow up on incidents affecting production systems.
• Record, analyse and track and manage incidents, problems and change requests with traceability.
• Resolve user requests through ticketing systems while ensuring SLAs.
• Escalate defects and coordinate with development and technical teams until resolution.
• Monitor workflow apps and identify defects via logs.
• Categorise, prioritise, and triage tickets from multiple channels.
• Support incident, problem and change management activities.
• Create and maintain knowledge bases and troubleshooting guides.
• Share knowledge and best practices with colleagues and support teams.
• Participate in coordination meetings and prepare minutes.
• Collaborate to identify root causes and propose corrective actions.

Skills

ITIL practices

Incident Management

ServiceNow/Jira

SQL/Oracle

English/French B2

End-user support

Ticketing systems

Analytical skills

Education

Bachelor’s degree or higher (EQF level 6)

Tools

SOAP-UI

Activiti BPM

Job description

Ayesa Digital in Brussels is seeking an experienced Service Desk Second Line Agent to support European institutions. You will handle advanced user support, incidents, and change management in a hybrid Brussels environment with regular on-site presence. Collaboration with international teams is essential.

The role requires 5+ years in ICT support, ITIL knowledge, and proficiency with ITSM tools, Oracle SQL, and SOAP-UI. Fluency in English or French at B2 level is required.