Senior IT Support Engineer

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 Engineer to join our team in supporting critical operations within a secure data room environment. 🎧

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:

• Guidance and support to end users in the use of information systems, data rooms and ICT tools, including remote assistance.
• Installation and configuration of IT equipment, especially in a data room context.
• Follow-up of incidents and communication with users, with organisation of the incident reporting.
• Tracking and resolution of user service requests through ticketing systems, in line with agreed SLAs.
• Triage of tickets from all intake channels, applying consistent impact, urgency and escalation rules.
• Documentation of knowledge, known issues and procedures, enriching the knowledge base and transferring knowledge to colleagues.
• Monthly review of KPIs including first-call resolution, feeding continuous improvement actions into problem management.
• Formalisation of shift handover notes and peak-time staffing plans to ensure service continuity.

Requirements:

• User support: proven knowledge of end user assistance and first- and second-level support of information systems, including current desktop operating systems such as Windows.
• Service management: good knowledge of ITIL practices, in particular Incident Management, Request Fulfilment, Knowledge Management and Problem Management.
• Tooling: IT service management ticketing tools such as ServiceNow or Jira Service Management, together with remote support solutions such as Remote Desktop or equivalent.
• Knowledge sharing: wikis, collaborative sites and social networks, such as Confluence, SharePoint or Teams, used to maintain and share knowledge articles.
• Office automation: knowledge of the office automation tools used by the contracting authority (MS Office / Microsoft 365).
• Organisational skills: Strong organisational skills to manage document access, version control, and confidentiality in a data room.
• Scripting knowledge, for example PowerShell or Python, to automate repetitive support tasks is considered an asset, but is not a requirement.
• University degree corresponding to Level 7 of the European Qualifications Framework (EQF 7), equivalent to a Master's level degree.