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 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