Senior IT Support Engineer - EU Institutions (Hybrid, Brussels)

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

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.