Senior IT Support Engineer

Randstad Digital Belgium; Brussel Hoofdstad; Hybrid; EUR 55,000 - 75,000; Full time

Job summary

Randstad Digital Belgium in Brussels is seeking a Senior IT Support Engineer to support critical operations in a secure data room environment. This hybrid role requires 1 day on-site per week, with contracts offered as either employee or freelance.

You will handle end-user support, incident management, and ticketing while contributing to knowledge sharing and continuous improvement in IT services.

Qualifications

• University-level degree EQF 7 or higher.
• Experience with end-user support and incident handling.
• Familiarity with ITIL processes: Incident, Request, Knowledge, Problem.
• Experience with ServiceNow or Jira Service Management and remote support tools.
• Ability to create and maintain knowledge articles via Confluence/SharePoint/Teams.

Responsibilities

• Provide end-user support for information systems and data rooms.
• Install and configure IT equipment in data room contexts.
• Follow up incidents and communicate with users; report incidents.
• Track service requests through ticketing systems; adhere to SLAs.
• Triagize tickets across intake channels with consistent priorities.
• Document knowledge, issues and procedures; enrich knowledge base.
• Monthly KPI reviews; contribute to problem management improvements.
• Prepare shift handover notes and staffing plans for continuity.

Skills

End-user support

ITIL practices

Ticketing tools

Remote support

Documentation & knowledge sharing

Office automation

Organisational skills

Scripting (PowerShell/Python)

Education

Master's degree (EQF 7)

Tools

ServiceNow

Jira Service Management

Remote Desktop / equivalent

Confluence

SharePoint

Teams

MS Office 365

Job description

At Randstad Digital, we partner with European Union institutions to deliver cutting-edge technology services and foster digital transformation across public sector entities.

As a trusted partner, we connect top IT talent with impactful projects that directly support the EU’s core administrative and operational infrastructures.

Joining our team means playing a key role in shaping secure, reliable and innovative digital environments for international institutions.

We are currently seeking an experienced Senior IT Support Engineer to join our team in supporting critical operations within a secure data room environment.

This hybrid role is based in Brussels, requiring 1 day per week on-site at the office, and we are open to engaging candidates through either employee or freelance contracts.

Responsibilities:

• Guidance and support to end users in the use of information systems, data rooms and ICT tools, including remote assistance.
• Installation and configuration of IT equipment, especially in a data room context.
• Follow-up of incidents and communication with users, with organisation of the incident reporting.
• Tracking and resolution of user service requests through ticketing systems, in line with agreed SLAs.
• Triage of tickets from all intake channels, applying consistent impact, urgency and escalation rules.
• Documentation of knowledge, known issues and procedures, enriching the knowledge base and transferring knowledge to colleagues.
• Monthly review of KPIs including first-call resolution, feeding continuous improvement actions into problem management.
• Formalisation of shift handover notes and peak-time staffing plans to ensure service continuity.

Requirements:

• User support: proven knowledge of end user assistance and first- and second-level support of information systems, including current desktop operating systems such as Windows.
• Service management: good knowledge of ITIL practices, in particular Incident Management, Request Fulfilment, Knowledge Management and Problem Management.
• Tooling: IT service management ticketing tools such as ServiceNow or Jira Service Management, together with remote support solutions such as Remote Desktop or equivalent.
• Knowledge sharing: wikis, collaborative sites and social networks, such as Confluence, SharePoint or Teams, used to maintain and share knowledge articles.
• Office automation: knowledge of the office automation tools used by the contracting authority (MS Office / Microsoft 365).
• Organisational skills: Strong organisational skills to manage document access, version control, and confidentiality in a data room.
• Scripting knowledge, for example PowerShell or Python, to automate repetitive support tasks is considered an asset, but is not a requirement.
• University degree corresponding to Level 7 of the European Qualifications Framework (EQF 7), equivalent to a Master's level degree.