Service Desk Agent (Level 2)

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

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.