Support Engineer (2nd line)

Huxley; Sint-Joost-ten-Node; Sur place; EUR 45 000 - 60 000; Plein temps

Résumé du poste

Huxley in Brussels is seeking a Senior 2nd Line IT Support Technician to strengthen the Service Desk. You will resolve complex user incidents, support workplace technologies, manage mobile devices and ensure high end-user satisfaction.

The role requires hands-on ITSM experience, strong customer service, and the ability to operate in a structured ITSM environment on-site in Brussels.

Qualifications

• Expert knowledge of Windows 11.
• Expert knowledge of Microsoft 365.
• Strong understanding of ITSM processes.
• Good knowledge of networking and connectivity fundamentals.
• Minimum 3 years of experience with Ivanti ticket management platform.
• Experience supporting desktop, laptop and mobile environments.
• Experience managing Android and iOS mobile device fleets.

Responsabilités

• Register, manage and resolve user incidents and service requests via phone and ticketing systems.
• Perform technical troubleshooting and root cause analysis.
• Ensure timely follow-up and resolution of assigned incidents.
• Install, configure and maintain IT hardware and software.
• Prepare and deploy workstations and end-user devices.
• Manage and support the smartphone fleet (Android and iOS), including subscriptions.
• Contribute to the knowledge base by documenting procedures and best practices.
• Improve existing Service Desk processes and operational documentation.
• Provide professional, transparent and customer-focused support to end users.

Connaissances

Windows 11

Microsoft 365

ITSM processes

Networking basics

Desktop and mobile support

Android and iOS devices

Outils

Ivanti

Description du poste

Location: Brussels (100% On-site)

Contract Duration: CDI

Languages: French and Dutch mandatory, English is a plus

About the Role

Senior 2nd Line IT Support Technician

Our client is looking for a Senior 2nd Line IT Support Technician to strengthen its Service Desk team in Brussels. You will be responsible for resolving complex user incidents, supporting workplace technologies, managing mobile devices, and ensuring a high level of end-user satisfaction.

This position requires a strong customer-service mindset, hands‑on technical expertise, and experience working within a structured ITSM environment.

Key Responsibilities

• Register, manage and resolve user incidents and service requests via phone and ticketing systems.

• Perform technical troubleshooting and root cause analysis.

• Ensure timely follow‑up and resolution of assigned incidents.

• Install, configure and maintain IT hardware and software.

• Prepare and deploy workstations and end‑user devices.

• Manage and support the smartphone fleet (Android and iOS), including subscriptions.

• Contribute to the knowledge base by documenting procedures and best practices.

• Improve existing Service Desk processes and operational documentation.

• Provide professional, transparent and customer‑focused support to end users.

Required Skills & Experience

Technical Skills

• Expert knowledge of Windows 11

• Expert knowledge of Microsoft 365

• Strong understanding of ITSM processes

• Good knowledge of networking and connectivity fundamentals

• Minimum 3 years of experience with Ivanti ticket management platform

• Experience supporting desktop, laptop and mobile environments

• Experience managing Android and iOS mobile device fleets

Soft Skills

• Excellent problem‑solving and analytical abilities

• Strong customer‑service orientation

• Ability to prioritize and manage multiple requests

• Excellent communication skills

• Ability to remain calm and professional under pressure

• Strong documentation and knowledge‑sharing mindset

Languages

• French: Native or fluent

• Dutch: Native or fluent

• English: Nice to have

Mandatory Requirements

• Available for 100% on‑site work in Brussels
• Experience with Ivanti Service Desk
• Recent experience managing Android and iOS smartphone fleets
• Strong experience in Windows 11, Microsoft 365, and IT Support environments