Senior 2nd Line IT Support Engineer

About the role

Our client in Brussels is seeking a Senior 2nd Line IT Support Engineer to join its Service Desk team. The role focuses on resolving complex user incidents, managing workplace technologies and mobile device fleets while maintaining high end‑user satisfaction.

Key responsibilities

• Register, manage and resolve user incidents and service requests via phone and ticketing system.
• Perform technical troubleshooting, root‑cause analysis and timely follow‑up.
• Install, configure and maintain IT hardware and software, including workstations and end‑user devices.
• Deploy and support Android and iOS smartphone fleets, handling subscriptions and device management.
• Document procedures, contribute to the knowledge base and improve Service Desk processes.

Required profile

• Minimum 3 years of experience in a structured ITSM environment, preferably using Ivanti Service Desk.
• Strong customer‑service orientation with excellent communication skills in French and Dutch (English a plus).
• Ability to work on‑site full‑time in Brussels and handle multiple requests under pressure.

Required skills

• Expert knowledge of Windows 11.
• Expert knowledge of Microsoft 365.
• Experience managing Android and iOS mobile device fleets.
• Good understanding of networking and connectivity fundamentals.
• Proficiency with Ivanti ticket management platform.