Skills

Communication Adaptability Test Problem-solving Windows System Administration Autonomy Organization Analytical Skills

Job Specifications

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

About the Company

UpcoMinds is a dynamic Information Technology company that provides Managed IT Services, Mobile Apps (IOS, Android), IT Consulting and Support, Software Architecture & Design, Websites & Eshops and outsourcing of talented IT personnel in Greece and abroad. UpcoMinds was founded in Brussels in 1997 and opened its offices in Greece in 2007, and in Cyprus in 2012. The company has now clients in more than 10 countries. Our clientele includes large international companies like IBM, Kyndryl and Starbucks, while we also proudly ... Know more

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