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 necessar
• yInstall, configure, and manage system components and server software, ensuring timely patch managemen
• tMonitor and maintain system performance, ensuring optimal operation of infrastructure and service
• sHandle backup and restore operations for systems and infrastructur
• eAssist in the creation and maintenance of system configurations and documentatio
• nParticipate in incident, change, request, and problem management processes, ensuring effective resolution and adherence to ITIL standard
• sCoordinate with hosting services, database management teams, and other stakeholders to ensure seamless system operatio
• nEnsure security compliance, working in coordination with the Local Information Security Officer (LISO
• )Contribute to the evaluation and implementation of security standard
• sAssist in drafting technical documentation for knowledge base updates, supporting the escalation of issues to upstream support team
• sContribute to system architecture documentation and operational procedure creatio
  
  

nRequirement

sWhat 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 experienc
• eProven knowledge in end-user assistance and support of information systems
• Working experience with ticketing tool JIRA Confluenc
• eExpert knowledge of Windows or Unix or Linux operating syste
• mGood IT skill
• sKnowledge of ITI
• LKnowledge of wiki, collaborative sites and social network
• sStrong customer experience skill
• sAble 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 asse
• tAbility to participate in multi-lingual meetings, good communication skills
• ;Excellent command of the English languag
  
  

eAt 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.