User Support Technician

Project overview

This is a contract User Support Technician role supporting a Digital Workplace environment in Brussels, with advanced L2/L3 responsibility for complex endpoint, identity, access, Microsoft 365, and workplace incidents and requests. The core requirements include Windows 11, Intune, Entra ID, Active Directory and Group Policy, enterprise ITSM, SCCM, incident analysis, and change or deployment coordination.

The role targets an experienced professional with 8–10 years of relevant experience and requires fluent English; French and/or Dutch is described as an asset, although the opening language line could imply a stronger requirement. PowerShell and Microsoft Graph automation, AI-enabled support, and endpoint analytics are valued, with onsite support required when needed. The work mode is not specified, and the role involves coordination with Workplace, Infrastructure, Security, Network, and Application teams.

Responsibilities

• Provide advanced L2/L3 support for Windows 11, Microsoft 365, endpoint, identity, access, and workplace-related incidents and requests.
• Use a solid working knowledge of Microsoft Intune to troubleshoot endpoint incidents, identify configuration or compliance issues, and support resolution with the responsible teams.
• Use a solid working knowledge of Microsoft Entra ID to troubleshoot identity, authentication, access, and device-registration issues and help identify their root cause.
• Identify and implement practical AI-enabled use cases for support, knowledge management, incident analysis, self-service, and operational efficiency, with appropriate security and governance.
• Support changes, deployments, migrations, and complex incidents across Workplace, Infrastructure, Security, Network, and Application teams.
• Be a strong team player who collaborates openly, takes proactive ownership, and contributes with a positive, solution-oriented mindset.
• Maintain clear technical documentation and contribute to continuous improvement in complex and controlled environments.
• Reliable day-to-day system engineering support for the Digital Workplace environment, including resolution of complex L2/L3 incidents and service requests.
• Effective troubleshooting and issue identification for endpoint, application, configuration, and compliance incidents involving Microsoft Intune, with clear escalation to the responsible teams when required.
• Effective troubleshooting and root-cause support for identity, authentication, access, conditional access, and device-registration incidents involving Microsoft Entra ID.
• Reusable PowerShell, Microsoft Graph, and workflow automations that reduce manual work and improve the reliability of Digital Workplace operations.
• Practical AI-enabled solutions for support, knowledge management, incident analysis, and self-service, implemented with appropriate security and governance.

Requirements

• 8–10 years of relevant experience in enterprise workplace or user support
• Advanced L2/L3 troubleshooting for Windows 11 endpoints and Digital Workplace incidents
• Working knowledge of Microsoft Intune for endpoint configuration and compliance troubleshooting
• Working knowledge of Microsoft Entra ID for authentication, access, Conditional Access, and device registration troubleshooting
• Microsoft Active Directory and Group Policy analysis, testing, and deployment
• Microsoft 365 workplace support
• ServiceNow or another enterprise ITSM solution, including incident and request management
• Microsoft Configuration Manager (SCCM) familiarity
• Complex incident analysis, root-cause support, and identification of recurring issues
• Change and deployment coordination, technical documentation, and communication across technical teams
• Fluent English

Project details

• Start: flexible
• Remote: hybrid
• Location: Belgium, BE