Service Desk Agent (Level 2)

At UniSystems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Desk Agent to join our UniQue team in Brussels!

What will you be doing in this role:

• Provide second-level support for client-specific infrastructures, systems, and services (e.g., file and print services, RDS, and hosted applications).
• Troubleshoot, diagnose, and resolve software and hardware issues, escalating to higher levels when necessary.
• Install, configure, and manage system components and server software, ensuring timely patch management.
• Monitor and maintain system performance, ensuring optimal operation of infrastructure and services.
• Handle backup and restore operations for systems and infrastructure.
• Assist in the creation and maintenance of system configurations and documentation.
• Participate in incident, change, request, and problem management processes, ensuring effective resolution and adherence to ITIL standards.
• Coordinate with hosting services, database management teams, and other stakeholders to ensure seamless system operation.
• Ensure security compliance, working in coordination with the Local Information Security Officer (LISO).
• Contribute to the evaluation and implementation of security standards.
• Assist in drafting technical documentation for knowledge base updates, supporting the escalation of issues to upstream support teams.
• Contribute to system architecture documentation and operational procedure creation.