Second-Line Service Desk Engineer – Brussels

Uni Systems; Brussel Hoofdstad; On-site; EUR 40,000 - 55,000; Full time

Job summary

UniSystems in Brussels is seeking a Service Desk Agent to join the UniQue team. You will provide second-level support for client infrastructures, troubleshoot hardware and software issues, and ensure timely incident resolution.

The role requires a BSc or 3 years of higher education, 12+ years of IT experience, and proficiency with JIRA/Confluence, Windows/Linux/Unix, and MS Office. You will engage in multi-lingual meetings and maintain high customer satisfaction.

Qualifications

• A BSc degree in a relevant field (or 3 years of higher education).
• At least 12 years of IT professional experience.
• Proven knowledge in end-user assistance and support of information systems.
• Experience with ticketing tools JIRA and Confluence.
• Working knowledge of Windows, Unix or Linux operating systems.
• Good IT skills and knowledge of ITIL.
• Knowledge of wiki, collaborative sites and social networks.
• Strong customer experience skills and ability to communicate well.
• Proficient with MS Office tools.
• IP Telephony (Cisco) knowledge is a plus but not required.
• Experience working in EU Institutions/Agencies is an asset.
• Ability to participate in multi-lingual meetings and good communication skills.
• Excellent command of the English language.

Responsibilities

• Provide second-level support for client-specific infrastructures, systems, and services including file/print, RDS, and hosted apps.
• Troubleshoot, diagnose, and resolve software/hardware issues; escalate when needed.
• Install, configure, and manage system components and server software; patch management.
• Monitor system performance and ensure optimal operation of infrastructure and services.
• Handle backup and restore operations for systems and infrastructure.
• Create and maintain system configurations and documentation.
• Participate in incident, change, request, and problem management per ITIL.
• Coordinate with hosting, database teams, and stakeholders for seamless operation.
• Contribute to security standards evaluation and implementation.
• Draft technical documentation for knowledge base and escalation to upstream teams.
• Contribute to system architecture documentation and operational procedures.

Skills

End-user support

ITIL knowledge

English language

Multilingual communication

Office tools (MS Office)

Windows

Unix

Linux

IP Telephony (Cisco)

Education

BSc degree or 3 years of Higher education

Tools

JIRA

Confluence

Job description

UniSystems in Brussels is seeking a Service Desk Agent to join the UniQue team. You will provide second-level support for client infrastructures, troubleshoot hardware and software issues, and ensure timely incident resolution.

The role requires a BSc or 3 years of higher education, 12+ years of IT experience, and proficiency with JIRA/Confluence, Windows/Linux/Unix, and MS Office. You will engage in multi-lingual meetings and maintain high customer satisfaction.