Service Desk Agent (Level 2)

At UniSystems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Desk Agent to join our UniQue team in Brussels!

What will you be doing in this role:

• Provide second-level support for client-specific infrastructures, systems, and services (e.g., file and print services, RDS, and hosted applications).
• Troubleshoot, diagnose, and resolve software and hardware issues, escalating to higher levels when necessary.
• Install, configure, and manage system components and server software, ensuring timely patch management.
• Monitor and maintain system performance, ensuring optimal operation of infrastructure and services.
• Handle backup and restore operations for systems and infrastructure.
• Assist in the creation and maintenance of system configurations and documentation.
• Participate in incident, change, request, and problem management processes, ensuring effective resolution and adherence to ITIL standards.
• Coordinate with hosting services, database management teams, and other stakeholders to ensure seamless system operation.
• Ensure security compliance, working in coordination with the Local Information Security Officer (LISO).
• Contribute to the evaluation and implementation of security standards.
• Assist in drafting technical documentation for knowledge base updates, supporting the escalation of issues to upstream support teams.
• Contribute to system architecture documentation and operational procedure creation.

What do you need to succeed in this position?

• A BSc degree in a relevant field (or 3 years of Higher education).
• At least 12 years of IT professional experience.
• Proven knowledge in end-user assistance and support of information systems.
• Working experience with ticketing tool JIRA + Confluence.
• Expert knowledge of Windows or Unix or Linux operating system.
• Good IT skills.
• Knowledge of ITIL.
• Knowledge of wiki, collaborative sites and social networks.
• Strong customer experience skills.
• Able to use the office automation tools (MS-Office).
• Good understanding of IP Telephony (Cisco) would be an asset (not mandatory).
• Previous working in EU Institutions/Agencies would be an asset.
• Ability to participate in multi-lingual meetings, good communication skills.
• Excellent command of the English language.

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.