Senior Service Desk Agent (L2) – ITIL & Windows/Linux

Uni Systems Group; Brussel Hoofdstad; Hybrid; EUR 32,000 - 48,000; Full time

Job summary

UniSystems is seeking a Service Desk Agent to join the UniQue team in Brussels. You will provide second-level support for client infrastructures, troubleshoot issues, and manage incidents in line with ITIL practices.

The ideal candidate holds a BSc in a relevant field (or 3 years of higher education) and has extensive IT experience, including end-user support, JIRA and Confluence, and strong English communication. Knowledge of Windows/Unix/Linux and IP telephony is beneficial.

Qualifications

• Proven experience in end-user support and IT service management.
• Knowledge of ITIL practices and ticketing workflows.
• Strong customer-facing communication and problem-solving skills.
• Ability to participate in multi-lingual meetings and use office tools.

Responsibilities

• Provide second-level support for client infrastructures, systems, and services.
• Troubleshoot, diagnose, and resolve software and 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; maintain system configurations and documentation.
• Participate in incident, change, request, and problem management per ITIL.

Skills

End-user support

ITIL

Customer service

Multilingual communication

Education

BSc degree or 3 years of higher education

Tools

JIRA

Confluence

Windows

Unix/Linux

Job description

UniSystems is seeking a Service Desk Agent to join the UniQue team in Brussels. You will provide second-level support for client infrastructures, troubleshoot issues, and manage incidents in line with ITIL practices.

The ideal candidate holds a BSc in a relevant field (or 3 years of higher education) and has extensive IT experience, including end-user support, JIRA and Confluence, and strong English communication. Knowledge of Windows/Unix/Linux and IP telephony is beneficial.