Customer Support Analyst

MS Amlin; Amstelveen; On-site; EUR 42,000 - 64,000; Full time

Job summary

MSIG Europe SE is seeking a hands-on Workplace Support Engineer to provide local first-line IT support for employees, acting as the local face of IT in Brussels. You will ensure timely, professional assistance, contributing to a secure, modern workplace while coordinating with offsite teams in Brno.

The role emphasizes strong customer service, ITSM process adherence, and collaboration with multiple IT teams to deliver reliable service across Europe.

Qualifications

• 2+ years of experience in IT Support, Service Desk, or Workplace Support.
• Experience in a corporate IT environment.
• Familiarity with ITSM tools such as ServiceNow, TOPdesk, Jira Service Management, or similar solutions.

Responsibilities

• Provide on-site and remote support for IT incidents and service requests.
• Collaborate with offsite support from Brno.
• Troubleshoot and resolve issues related to laptops, mobile devices, Microsoft 365 applications, meeting room technology, and peripherals.
• Support user onboarding, offboarding, and workplace device deployment.
• Manage and update tickets through ITSM platform.
• Support endpoint management and device compliance using Microsoft Intune.
• Assist with endpoint security, vulnerability remediation, and device protection using Microsoft Defender.
• Follow ITSM processes including Incident, Request, Change, Problem, and Knowledge Management.
• Maintain accurate documentation, asset records, and knowledge articles.
• Work closely with other IT teams and vendors to ensure excellent service delivery.

Skills

Customer service

Communication

Prioritization

Teamwork

Problem solving

Microsoft 365

Intune

Defender

Windows 11

Mobile devices

Printers

Networking basics

Education

ITIL Foundation

Microsoft Certifications (MS-900, MD-102, SC-900)

Tools

ServiceNow

TOPdesk

Jira Service Management

Job description

Workplace Support Engineer (First Line Support)

Location: Brussels Department: IT Service Management WPS

About the Role

MSIG Europe SE is looking for a hands-on and customer-focused Workplace Support Engineer to provide local first-line IT support for our employees. You will be the local face of IT, ensuring users receive professional and timely support while contributing to a secure, stable, and modern workplace environment.

Key Responsibilities

• Provide on-site and remote support for IT incidents and service requests.
• Together with the offsite support from Brno.
• Troubleshoot and resolve issues related to laptops, mobile devices, Microsoft 365 applications, meeting room technology, and peripherals.
• Support user onboarding, offboarding, and workplace device deployment.
• Manage and update tickets through our IT Service Management (ITSM) platform.
• Support endpoint management and device compliance using Microsoft Intune.
• Assist with endpoint security, vulnerability remediation, and device protection using Microsoft Defender.
• Follow ITSM processes including Incident, Request, Change, Problem, and Knowledge Management.
• Maintain accurate documentation, asset records, and knowledge articles.
• Work closely with other IT teams and vendors to ensure excellent service delivery.

What We're Looking For

Experience 2+ years of experience in an IT Support, Service Desk, or Workplace Support role.

Experience working in a corporate IT environment.

Familiarity with ITSM tools such as ServiceNow, TOPdesk, Jira Service Management, or similar solutions.

Technical Skills

• Strong knowledge of Microsoft 365 (Teams, Outlook, OneDrive, SharePoint, Office Apps).
• Good understanding of Microsoft Intune and endpoint management concepts.
• Knowledge of Microsoft Defender and endpoint security principles.
• Experience supporting Windows 11, mobile devices (iOS/Android), printers, and collaboration technologies.
• Basic understanding of networking concepts including Wi-Fi, VPN, and LAN connectivity.

Personal Skills

• Strong customer service and communication skills.
• Proactive and solution-oriented mindset.
• Ability to prioritize and manage multiple tasks simultaneously.
• Team player with a continuous improvement mentality.

Desirable Qualifications

• ITIL Foundation certification.
• Microsoft MS-900, MD-102, or SC-900 certifications.
• Experience supporting hybrid workplace environments.

Why Join MSIG Europe SE?

You'll become part of a collaborative IT team that delivers secure, reliable, and modern workplace services across Europe, helping colleagues stay productive and connected every day.

In an uncertain world, we believe trust is built through consistency, care, and genuine collaboration.

At MSIG Europe, we take the time to understand our clients' needs and shape pragmatic solutions that truly protect their business.

Guided by a people-first vision rooted in our Japanese heritage, we're here to build lasting relationships - grounded in trust, every day.

MSIG Europe is part of the top 10 global insurance provider MS&AD and has a long-standing legacy of providing insurance solutions to companies of all sizes around the world.

We understand and calculate risks to protect businesses and help mitigate the inevitable and varied challenges.

Headquartered in Brussels, Belgium, MSIG Europe operates from Belgium, France, Germany, Italy, the Netherlands, Slovakia, Spain and the UK.

Our Japanese heritage defines our guiding principles of respect, trust and care, and ensures the backbone of a strong global network.