Customer Support Analyst

Workplace Support Engineer (First Line Support) Location: Brussels

Department: IT Service Management WPS

About The Role MSIG Europe SE is looking for a hands-on and customer-focused Workplace Support Engineer to provide local first-line IT support for our employees. You will be the local face of IT, ensuring users receive professional and timely support while contributing to a secure, stable, and modern workplace environment.

Key Responsibilities

• Provide on-site and remote support for IT incidents and service requests. Together with the offsite support from Brno.
• Troubleshoot and resolve issues related to laptops, mobile devices, Microsoft 365 applications, meeting room technology, and peripherals.
• Support user onboarding, offboarding, and workplace device deployment.
• Manage and update tickets through our IT Service Management (ITSM) platform.
• Support endpoint management and device compliance using Microsoft Intune.
• Assist with endpoint security, vulnerability remediation, and device protection using Microsoft Defender.
• Follow ITSM processes including Incident, Request, Change, Problem, and Knowledge Management.
• Maintain accurate documentation, asset records, and knowledge articles.
• Work closely with other IT teams and vendors to ensure excellent service delivery.

Experience What We're Looking For

• 2+ years of experience in an IT Support, Service Desk, or Workplace Support role.
• Experience working in a corporate IT environment.
• Familiarity with ITSM tools such as ServiceNow, TOPdesk, Jira Service Management, or similar solutions.

Technical Skills

• Strong knowledge of Microsoft 365 (Teams, Outlook, OneDrive, SharePoint, Office Apps).
• Good understanding of Microsoft Intune and endpoint management concepts.
• Knowledge of Microsoft Defender and endpoint security principles.
• Experience supporting Windows 11, mobile devices (iOS/Android), printers, and collaboration technologies.
• Basic understanding of networking concepts including Wi-Fi, VPN, and LAN connectivity.

Personal Skills

• Strong customer service and communication skills.
• Proactive and solution-oriented mindset.
• Ability to prioritize and manage multiple tasks simultaneously.
• Team player with a continuous improvement mentality.

Desirable Qualifications

• ITIL Foundation certification.
• Microsoft MS-900, MD-102, or SC-900 certifications.
• Experience supporting hybrid workplace environments.

Why Join MSIG Europe SE? You'll become part of a collaborative IT team that delivers secure, reliable, and modern workplace services across Europe, helping colleagues stay productive and connected every day.