VIP IT Support Specialist (1165)

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 EnvironmentLocation: 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 PMTravel Requirements: 4 days per month in Strasbourg during plenary sessions (rotation basis within team)Remote Work: Not available — 100% on-site presence required

Key ResponsibilitiesService Desk & Incident ManagementAct as Service Desk Agent, Incident Agent and Analyst, Problem Agent and AnalystProvide first and second-line customer support with a focus on maximizing the first call resolution ratePerform comprehensive incident analysis and maintain direct liaison with end usersRecord and track all incident, request, and problem information systematicallyDeliver both remote and on-site technical support as required

Technical Support ActivitiesParticipate in the reconfiguration and installation of PC environmentsTest and administer applications across the organizationLiaise with system administration and database administration teams for the execution of administrative tasksPerform all tasks of a Service Desk Operator when requiredProvide highly autonomous support with broad IT problem-solving capabilities

Documentation & Knowledge ManagementDocument operational support procedures comprehensivelyDraft technical content for the knowledge databaseMaintain accurate records of all support activities and resolutions

Required QualificationsTechnical SkillsMicrosoft Office: Very good proficiency in all MS Office applicationsEnd User Computing: Very good skills with Windows computers and end-user environmentsMobile Platforms: Good understanding of main mobile device platforms and core mobile applicationsITIL Certification: ITIL V4 Foundation Certified (mandatory requirement)*

Professional ExperienceMinimum 3 years of relevant professional experience in IT support rolesDemonstrated 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 CompetenciesHigh degree of autonomy and self-managementBroad IT knowledge and adaptability across various technologiesExcellent problem-solving and analytical skillsProfessional demeanor suitable for VIP support environmentFlexibility to perform cross-functional tasks (SDO/ITSS interchange)Ability to work effectively in shift patterns and manage time across two locations

Special ConsiderationsMonthly Strasbourg sessions are organized on a rotation basis — not all team members travel every monthExpense coverage rules apply for Strasbourg travel according to organizational policiesCandidate must be comfortable working in a formal, protocol-driven environmentFlexibility and adaptability are essential due to the dynamic nature of parliamentary support