Senior IT Support Coordinator

At Randstad Digital, we partner with European Union institutions to deliver cutting-edge technology services and foster digital transformation across public sector entities.

As a trusted partner, we connect top IT talent with impactful projects that directly support the EU’s core administrative and operational infrastructures.

Joining our team means playing a key role in shaping secure, reliable and innovative digital environments for international institutions. 🌐🇪🇺

We are currently seeking an experienced Senior IT Support Coordinator to join our team in supporting critical operations. 🎧

This hybrid role is based in Brussels, requiring 1 day per week on-site at the office, and we are open to engaging candidates through either employee or freelance contracts.

Responsibilities:

• Process & Knowledge Management: Organize, implement, and maintain IT support processes, knowledge bases, FAQs, and escalation procedures on platforms like SharePoint, Teams, or Confluence, with a dedicated focus on videoconferencing (VTC) and meeting-room services.
• Multi-Level Coordination: Coordinate L1-L3 support teams, guiding incident resolution, handling major incidents, root-cause follow-ups, and defect escalations to ensure high service quality across digital workplace and AV environments.
• ITSM Ticket & Service Management: Manage the end-to-end lifecycle of tickets using ITSM tools (ServiceNow, Jira Service Management), executing ticket triage, prioritization, SLA monitoring, and service quality reporting.
• VTC & Audio-Visual Operational Support: Provide hands-on operational assistance for videoconferencing, collaboration platforms, and AV facilities used in multilingual meetings and events (including pre-event connectivity checks, meeting setups, live troubleshooting, and event-streaming support).
• User Support & Training: Provide technical support and practical training to users (both on-site and remotely) on digital workplace tools, OS environments, meeting-room equipment, and security awareness (MFA, phishing prevention).

Requirements:

• Technical Expertise: Strong background with ITSM tooling (ServiceNow, Jira), Windows clients, directory/account management, and remote support tools (e.g., RDP, TeamViewer).
• VTC & Collaboration Support: Hands-on experience supporting collaboration, meeting-room, and enterprise videoconferencing/AV services.
• Soft Skills: Ability to work autonomously and collaboratively within multicultural teams, presenting technical indicators clearly to stakeholders with a proactive, service-oriented approach.
• Mandatory Certification: ITIL 4 Foundation certification (or recognized equivalent IT Service Management foundation certification).
• University degree corresponding to Level 7 of the European Qualifications Framework (EQF 7), equivalent to a Master's level degree.