We are seeking experienced IT Support Specialists to provide high-quality technical support services in a demanding VIP environment. This role requires a professional, highly skilled individual capable of delivering exceptional first and second-line support to parliamentary staff and members.
Work Environment
* Location: Fully on-site (Brussels, with monthly sessions in Strasbourg)
* Dress Code: Business formal (suit and tie required)
* Working Hours: Shift-based schedule between 8:00 AM — 8:00 PM
* Travel Requirements: 4 days per month in Strasbourg during plenary sessions (rotation basis within team)
* Remote Work: Not available — 100% on-site presence required
Key Responsibilities
Service Desk & Incident Management
* Act as Service Desk Agent, Incident Agent and Analyst, Problem Agent and Analyst
* Provide first and second-line customer support with a focus on maximizing the first call resolution rate
* Perform comprehensive incident analysis and maintain direct liaison with end users
* Record and track all incident, request, and problem information systematically
* Deliver both remote and on-site technical support as required
Technical Support Activities
* Participate in the reconfiguration and installation of PC environments
* Test and administer applications across the organization
* Liaise with system administration and database administration teams for the execution of administrative tasks
* Perform all tasks of a Service Desk Operator when required
* Provide highly autonomous support with broad IT problem-solving capabilities
Documentation & Knowledge Management
* Document operational support procedures comprehensively
* Draft technical content for the knowledge database
* Maintain accurate records of all support activities and resolutions
Required Qualifications
Technical Skills
* Microsoft Office: Very good proficiency in all MS Office applications
* End User Computing: Very good skills with Windows computers and end-user environments
* Mobile Platforms: Good understanding of main mobile device platforms and core mobile applications
* ITIL Certification: ITIL V4 Foundation Certified (mandatory requirement)*
Professional Experience
* Minimum 3 years of relevant professional experience in IT support roles
* Demonstrated experience in VIP or high-level support environments preferred
Language Requirements (Mandatory)
* English and French: Fluent in both written and oral communication (minimum one language required)
* Strong communication skills with the ability to interact professionally with VIP users
Essential Competencies
* High degree of autonomy and self-management
* Broad IT knowledge and adaptability across various technologies
* Excellent problem-solving and analytical skills
* Professional demeanor suitable for VIP support environment
* Flexibility to perform cross-functional tasks (SDO/ITSS interchange)
* Ability to work effectively in shift patterns and manage time across two locations
Special Considerations
* Monthly Strasbourg sessions are organized on a rotation basis — not all team members travel every month
* Expense coverage rules apply for Strasbourg travel according to organizational policies
* Candidate must be comfortable working in a formal, protocol-driven environment
* Flexibility and adaptability are essential due to the dynamic nature of parliamentary support