Role: Junior IT Support (L1)

Location: on site in Brussels, Belgium

We are looking for a Junior IT Support in Brussels with maximum 1 year of experience.

Main tasks:

- Respond to requests for assistance received from end users by phone, mail or via other interactive platforms – for example: chat tools - etc (Fist-line customer liaison).
- Diagnose and resolve technical hardware and software issues
- Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.
- Record and track all the interactions in the ticketing system (ServiceNow)
- 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.).

Required qualifications:

- 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 and MAC OSX).
- Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)).
- 1 year of work experience in a similar job (traineeships counting as experience).
- Experience with ticketing systems (ServiceNow or other Ticketing systems).
- EU nationality

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.

📌 Junior first line support (España)
🏢 Altherias
📍 España