Do you have 2+ years of experience in IT Support? We are looking for a support agent to join our team in Brussels for a public sector client. EU Citizenship is required due to security clearance.

Requirements: 

• 2 years of experience in on-site support roles
• Knowledge of WKS Administration (Windows 7 & Windows 10)
• Knowledge of Server OS (Windows 2016, Windows 2012) and Active Directory
• Knowledge of Office applications (Office 2010 & Office 2016)
• Knowledge of Basic System Administrator tasks
• Experience in Accounting management
• Experience with Network setup and protocols
• Experience with backup/ restore procedures
• Experience with Antivirus management
• Patch and software distribution 
• Understanding of scanning and printing 
• Experience with Printer Management
• ITIL v3 Foundation certification (can be obtained after the contract is taken)
• At least one technical certification (besides ITIL) in their area of expertise (can be obtained after the contract is taken)
• Soft skills: Excellent communication, empathy, good teaching and learning skills; Ability to work under stress, while keeping a positive attitude; Excellent service attitude and commitment to quality; Proactive and analytical; Excellent communication skills and motivation to learn
• Languages: French and English (fluent)

Technical certification required: 

• ITIL V3/4
• Any of: Microsoft Office Specialist (MOS), MOS Expert, MOS Master, ECDL (Base/Standard/Advanced) – ONLY for relevant products: Windows 7, Office 2010.

Job description:

• Provide high-quality proximity support for end users: on-site interventions to deal with incidents and requests impossible to resolve remotely. 
• Workstation provisioning
• Loan and support of mobility equipment: mobile phones, smartphones, laptops, tablet computers
• Peripherals management (install, connect and troubleshoot printers, scanners, multifunctional devices
• Implement IMAC requests (Installation, Move, Add, Change), (including but not limited to PC installation/configuration and move).
• Support to Logistic Services: provide stock management, tracking of equipment: track (“scan”) the equipment and its location, in order to upload the file to the database.
• Referring major hardware or software problems or defective products to vendors or technicians for service,
• Small & Medium Scale Logistics actions (SMSL) (e.g. PC and peripherals moves in the context of new users’ arrivals, user’s office relocations, annual Mobility / Rotation exercise)
• Support for audio/video-conferences: help for the establishment of connections, testing, basic troubleshooting
• Provide technical support: replacing hardwares
• Escalate to the competence group when required
• Follows established processes and procedures
• Propose and improve Knowledge Base articles
• Reinforce the First Line and the VIP Support teams, in case of exceptional workload.
• Tech & Func Skills

Work Condition: 

• EU Nationals only due to security clearance