Service Desk Agent (Level 2)

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

At UniSystems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Desk Agent to join our UniQue team in Brussels!

What will you be doing in this role:

• Provide second-level support for client-specific infrastructures, systems, and services (e.g., file and print services, RDS, and hosted applications).
• Troubleshoot, diagnose, and resolve software and hardware issues, escalating to higher levels when necessary.
• Install, configure, and manage system components and server software, ensuring timely patch management.
• Monitor and maintain system performance, ensuring optimal operation of infrastructure and services.
• Handle backup and restore operations for systems and infrastructure.
• Assist in the creation and maintenance of system configurations and documentation.
• Participate in incident, change, request, and problem management processes, ensuring effective resolution and adherence to ITIL standards.
• Coordinate with hosting services, database management teams, and other stakeholders to ensure seamless system operation.
• Ensure security compliance, working in coordination with the Local Information Security Officer (LISO)
• Contribute to the evaluation and implementation of security standards.
• Assist in drafting technical documentation for knowledge base updates, supporting the escalation of issues to upstream support teams.
• Contribute to system architecture documentation and operational procedure creation.

What do you need to succeed in this position?

• 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.
• Working experience with ticketing tool JIRA + Confluence.
• Expert knowledge of Windows or Unix or Linux operating system.
• Good IT skills.
• Knowledge of ITIL.
• Knowledge of wiki, collaborative sites and social networks.
• Strong customer experience skills.
• Able to use the office automation tools (MS-Office).
• Good understanding of IP Telephony (Cisco) would be an asset (not mandatory).
• Previous working in EU Institutions/Agencies would be an asset.
• Ability to participate in multi-lingual meetings, good communication skills.
• Excellent command of the English language.

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.