1st level IT Support H/F/X

☞ TWENTY8

Ver: 135

Dia de atualização: 16-11-2025

Localização: Brussels Brussels Capital

Categoria: IT - Software IT - Hardware / Rede Tecnologia da Informação Mecânico / Técnico Manutenção

Indústria:

Tipo de empregos: Voltijds, Vaste Jobs

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Conteúdo do emprego

Description de l’entreprise

Twenty8 is an independent firm providing IT services to international organisations.

We work with our clients to please their customers, develop their business, and implement digital transitions.

Our strengths combine a deep understanding of our customers’ business, a strong knowledge of key policies and outstanding expertise of digital solutions.

We understand the complexity of international organisations, and the requirement of working in a multi-cultural and multi-lingual environment with complex decision-making processes and regulated working methods and procedures.

As an advanced technology company, we provide a range of specific solutions and services with high added value :
  • Application services :We operate and maintain your application systems, offering decisive business insights and effective strategic advice on the latest technological development.
  • Technology support services :In collaboration with our partners, we support the entire IT environment, including clouds, data centres and on-premises IT infrastructure.
  • Consulting :Our consulting services focus on addressing clients’ technology needs, optimising their hiring and reskilling needs. We follow and guide consultants along their professional career path focusing on commitment and long-term missions.

Description de la fonction

Do you have IT KNOWLEDGE and do you want to SUPPORT the officials of the European Commission ? (in French and English - by phone, mail or via other interactive platforms - for example : chat tools - etc (1st-line customer liaison) on the usage of their workplace environment (MS Windows + O365).

Main tasks:

  • Respond to requests for assistance received from end users (by phone & email mainly)
  • Diagnose and resolve technical hardware & software issues
  • Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement (SLA) guidelines.
  • Record and track all the interactions in the ticketing system (Service Management Tool, SMT)
  • Monitor progress of incident resolution relative to the appropriate SLA.
  • Managing the incident life-cycle, including closure and verification follow up with end users to ensure complete resolution of issues
  • Participate in reconfiguration and installation of PC environment.
  • Follows standard service desk procedures & processes.
  • follow up with customers and users to ensure complete resolution of issues
  • Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.
  • Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
  • Review and keep documentation up to date (SharePoint, Knowledge base, etc.).

Description du profil

Required qualifications:

  • EU citizenship
  • Good spoken and written knowledge of English and French (min. B2).
  • Excellent knowledge of all round IT (Office, Windows ...).
  • Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
  • Good expertise on informatics environment (Microsoft OS; internet browsing, Linux an MAC OSX).
  • Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.).
  • Experience with ticketing systems (HP Service Center or other Ticketing systems) is a plus
  • Excellent customer service skills.
  • Excellent written and oral communications skills.
  • Good analytical and problem solving skills.
  • Solutions oriented mind.
  • Team player with strong communication skills.
  • Able to quickly assimilate procedures.
  • Able to work well under pressure.
  • Comfortable in international and multicultural working environment.
  • Punctual, meticulous and reliable.

Desired qualifications:

  • Knowledge of/or experience in ITIL environment is a plus.
  • Knowledge of other EU languages is a plus.

Working conditions

  • Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.

Avantages du poste

Possibility to evolve quickly in a multilingual and multicultural environment.


Informations supplementaires
Lieu de travail ,
Type de contrat : CDI
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Data limite: 31-12-2025

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