Support Engineer (2nd line)

Huxley; Sint-Joost-ten-Node; Sur place; EUR 38 000 - 58 000; Plein temps

Résumé du poste

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

Experience in ITSM environments and strong customer-service mindset are essential. This role is 100% on-site in Brussels and requires Dutch and French language proficiency with English as a plus.

Qualifications

• Experience in resolving complex user incidents in a structured ITSM environment.
• Strong hands-on technical support across Windows, M365, networking and device fleets.
• Experience managing mobile device fleets (Android and iOS) and supporting end users.

Responsabilités

• Register, manage and resolve user incidents and service requests via phone and ticketing systems.
• Troubleshoot and perform root cause analysis on issues.
• Ensure timely follow-up and resolution of incidents.
• Install, configure and maintain IT hardware and software.
• Prepare and deploy workstations and end-user devices.
• Support smartphone fleet management (Android and iOS) including subscriptions.
• Contribute to knowledge base with documented procedures and best practices.
• Improve Service Desk processes and operational documentation.
• Provide professional, transparent, customer-focused end-user support.

Connaissances

Windows 11

Microsoft 365

ITSM processes

Networking fundamentals

Desktop/Laptop/Mobile environments

Android & iOS device fleets

Customer-service orientation

Excellent communication

Ability to prioritize multiple tasks

Documentation mindset

Outils

Ivanti Service Desk

Description du poste

Senior 2nd Line IT Support Technician

Location: Brussels (100% On-site)
Contract Duration: CDI
Languages: French and Dutch mandatory, English is a plus

About the Role

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