Technical Support Engineer, Information Technology Group

FTI Consulting; Brussel; In loco; EUR 35.000 - 50.000; Tempo pieno

Descrizione del lavoro

FTI Consulting is seeking a Technical Support Advisor to provide first- and second-line support in Brussels. The successful candidate will resolve incidents and requests, support IT onboarding, and maintain accurate IT asset records.

Applicants should hold relevant certifications and have experience in a mid to large enterprise. A customer service mindset and a willingness to learn are essential, alongside fluency in English and either French or Dutch.

Competenze

• Strong customer service mindset required.
• Fluent in English and French or Dutch.
• Relevant experience in a mid to large enterprise company.

Mansioni

• Provide first- and second-line support for users.
• Log and prioritize tickets using ServiceNow.
• Support user onboarding and offboarding activities.

Conoscenze

Customer service mindset

Clear communication skills

Ability to manage multiple tickets

Positive attitude

Teamwork

Adaptability

Willingness to learn

Problem-solving

Formazione

Technical certification (Network+ or Security+)

Undergraduate degree in Computer Science

Strumenti

Microsoft Office Suite

Windows Servers

AD and Group Policy

O365

Windows 10

Descrizione del lavoro

About The Role

The Information Technology Group (ITG) is a collection of people, processes and technology investments that are designed to achieve the business goals of FTI Consulting. The incumbent acts as a technical support advisor to FTI Consulting staff in all practice areas on all information technology issues and provides state-of-the-art technical solutions in support of computers and local area networks. May also provide technical support to FTI Consulting clients on billable engagements. Assumes role on providing applications and systems support, MS Teams, application and knowledge of network systems administration and seeks to document user requirements of FTI staff in the pursuit of providing solutions to their technical needs. Provides detailed knowledge of computer software and hardware, network operating systems, advanced PC applications, Internet services, multi-media and messaging software used in FTI. It is expected that this incumbent will be responsible for all business and technology related issues at the local office level and be responsible for technical support required for colleagues. Ability to work in a team environment is required.

What You’ll Do

• Provide first- and second-line end user support, both onsite and remotely, resolving incidents and requests in line with ITIL practices.
• Log, prioritise, and resolve tickets using ServiceNow, meeting agreed SLAs and keeping users informed throughout.
• Take ownership of incidents through to resolution, escalating to senior engineers only when necessary and with appropriate troubleshooting completed.
• Configure, deploy, and support ITG-approved end user devices, including laptops, peripherals, and mobile devices.
• Support user onboarding and offboarding activities, including laptop provisioning, access coordination, asset handover, and shipment.
• Provide onsite IT support, including desk setups, office moves, and day-to-day floor support.
• Support meeting room and collaboration technology, including audio and video conferencing, and assist with live meetings when required.
• Maintain accurate IT asset records for laptops, peripherals, and mobile devices.
• Support mobile device management activities, including basic troubleshooting, SIM activation, replacements, and coordination with providers.
• Work with internal IT teams and vendors to resolve issues, following defined processes.
• Follow and contribute to documented support processes, runbooks, and knowledge articles.
• Identify recurring issues and suggest practical improvements to reduce repeat incidents.
• Ensure all support activities comply with IT security standards and company policies.
• Acts as a steady escalation point for Level 1 analysts.

How You’ll Grow

We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses and certifications. You’ll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth. As you progress through your career at FTI Consulting, we offer tailored programs for critical professional milestones to ensure you are prepared and empowered to take on your next role.

What You Will Need To Succeed

• Strong customer service mindset and clear communication skills.
• Calm and methodical under pressure.
• Organised and able to manage multiple tickets concurrently.
• Positive attitude and self-motivated.
• Role modelling and ability to work in a team.
• Adaptable to changing priorities.
• Willingness to learn and progress towards a full Level 2 role.
• Ability to flex working hours as required to meet business needs.
• Availability to travel with little notice.
• Ability to grasp fundamentals quickly and instruct others in their use.
• Comfort with following structured troubleshooting and documentation.
• Ability to resolve the majority of issues without escalation.

Basic Qualifications

• Should have technical certification credentials like Network+ or Security+, or equivalent.
• Fluent in English and French or Dutch.
• Relevant years of experience in a mid to large enterprise company.
• Excellent communication (written & verbal), planning, organization, and administrative skills.
• Excellent knowledge of the Microsoft Office Suite of applications (Excel, Word, PowerPoint, Access, Outlook).
• Work experience with Windows Servers, AD, Group Policy, O365 and Windows 10 operating systems.
• Experience providing on-call support via voice and remote access tools.
• Solid experience supporting:
• Windows and macOS operating systems.
• Desktop and laptop hardware.
• Office productivity tools and collaboration platforms.
• Messaging and conferencing applications.
• Web browsers and common enterprise applications.
• Working knowledge of:
• Endpoint security and antivirus tools.
• Basic networking concepts (LAN/WAN, VPN, Wi-Fi).
• Identity and access concepts (accounts, groups, MFA).

Preferred Qualifications

• An undergraduate degree in Computer Science or equivalent professional experience.
• ITIL Practitioner certification, or equivalent.
• Flexibility to work in a fast-paced, multi-task environment.
• Excellent knowledge of current leading-edge PC workstations hardware and software including networking and communications interfaces and relationships.
• Competent to work on fairly complex computer problems independently.
• Experience with Smartphone configuration and advance support.
• Advanced knowledge of:
• PC Architecture.
• 2FA, FTP, SFTP.
• Software distribution – Ivanti, SCCM, WDM.

FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.