Coördinator ICT-ondersteuning

Are you an experienced IT professional with a strong drive for service management and a passion for the modern digital workplace? On behalf of our client, DG CNECT (European Commission) in Brussels, we are looking for a Senior IT Support Coordinator.

In this role, you will coordinate multi-level support teams, streamline incident management, and ensure the seamless operation of IT infrastructure, digital workplace services, and high-quality videoconferencing and meeting room technologies.

Work Setup & Location

• Location: Brussels (Near-site: 4 days remote / 1 day at the office)
• Languages: Very good command of English (B2 or higher). Knowledge of French (B2 or higher) is a strong asset.

Key Responsibilities

• Support Coordination (L1–L3): Organize, streamline, and follow up on IT support processes, escalation procedures, and incident handling within ITSM tooling (such as ServiceNow or Jira Service Management).
• VTC & Audio-Visual Services: Provide operational support, setup, pre-event connectivity checks, and troubleshooting for videoconferencing (VTC), meeting-room technologies, and event-streaming facilities.
• Knowledge Base & Documentation: Develop and maintain user documentation, quick guides, and FAQs on collaboration platforms and meeting-room technologies in SharePoint, Teams, or Confluence.
• User Guidance: Deliver guidance and practical training for users on information systems, VTC tools, and meeting-room equipment, both on-site and remotely.
• Service Reporting: Monitor and present service status, incident trends, recurring issues, and quality indicators clearly to both technical and non-technical stakeholders.

Profile & Qualifications

Education & Experience (one of the following pathways):

• Master's degree (EQF Level 7) + minimum 15 years of professional IT experience.
• Bachelor's degree (EQF Level 6) + minimum 17 years of professional IT experience.
• Secondary education degree + minimum 22 years of professional IT experience. (Note: Must include substantial professional experience in end-user support and Level 1/Level 2 incident and request handling).

Certifications:

• Mandatory: ITIL 4 Foundation certification (or an equivalent IT Service Management foundation certification, including earlier ITIL versions).
• Assets: Microsoft certification covering desktop support and troubleshooting, or vendor certifications in enterprise videoconferencing/collaboration platforms.

Technical & Professional Skills:

• Sound knowledge and practical application of ITIL practices and daily use of ITSM tools (ServiceNow, Jira Service Management).
• Familiarity with Windows clients, directory and account management, remote support tools (e.g., RDP, TeamViewer), and security awareness (MFA, phishing).
• Hands-on experience supporting collaboration platforms, videoconferencing systems, peripheral devices, and audio-visual equipment.
• Ability to work autonomously as well as within multicultural teams, with a proactive, service-oriented, and results-driven mindset.