Level 3 IT Support Engineer

Job Introduction

Serco is a trusted partner of European Institutions and International Organisations, providing ICT services and Contact Centre management across Europe. Our expertise ranges from information systems support to consultancy services delivered under governmental frameworks, supporting key entities such as the European Commission and its Executive Agencies. As a leader in Service Integration and Management, we ensure the seamless delivery of services across multiple platforms, reflecting our strong commitment to quality and operational excellence.

We are currently seeking a Level 3 IT Support Engineer to join our team supporting the European Commission in Brussels, Belgium, as well as in other locations across Europe. The position is open to both employees and freelance contractors.

Key Responsibilities

• Provide technical support and resolve complex issues within the eFTI exchange environment, including diagnosing and addressing escalated incidents related to interoperability and technical implementation specifications that cannot be resolved by Level 1 and Level 2 teams.
• Investigate recurring or critical incidents to identify root causes and propose sustainable solutions while ensuring compliance with agreed service levels (SLAs) and incident management procedures.
• Act as technical coordinator for operational issues affecting multiple Member States and support the interoperability and secure communication of eFTI Gates.
• Provide guidance and mentoring to Level 1 and Level 2 support teams to strengthen their technical capacity and ensure consistent service delivery.
• Advise on planning, prioritisation, and risk management by identifying potential weaknesses and recommending mitigation measures.
• Maintain and update technical documentation, knowledge bases, and collaborative platforms such as wikis.
• Contribute to the preparation and review of implementation documentation, user manuals, and technical guidance supporting the eFTI framework.
• Support business and functional analysis, business process modelling, and design documentation.
• Contribute to testing, validation, and implementation activities in cooperation with the European Commission, Member States, and stakeholders.
• Prepare reports, presentations, and technical briefings for both technical and business audiences.

Specific Expertise

• At least 5 years of experience working in international and multicultural environments, preferably within highly regulated sectors (minimum competence level 4).
• At least 3 years of experience in requirements engineering (minimum competence level 4).
• At least 3 years of expertise in business process modelling using BPMN, UML, or equivalent modelling standards (minimum competence level 4).
• At least 3 years of experience in data modelling, including hierarchical modelling, Entity-Relationship Diagrams (ERDs) for Conceptual and Logical Data Models (CDM and LDM), as well as dimensional modelling (minimum competence level 4).
• At least 5 years of experience analysing and supporting administrative business processes within large organisations (minimum competence level 3).
• At least 3 years of experience using wiki platforms and collaborative documentation tools (minimum competence level 3).
• At least 3 years of experience working with Agile toolsets such as Jira, Confluence, or similar collaboration and project management tools (minimum competence level 3).

Skills

• Minimum 5 years of experience in IT support or operations, focusing on advanced troubleshooting.
• Proven ability to manage incidents through ticketing systems, ensuring timely resolution and SLA compliance.
• Strong understanding of networking protocols, cloud platforms, and enterprise software.
• Experience with distributed systems, relational databases (SQL), and data modelling.
• Proficiency in ETL tools and data modelling techniques.3
• Solid knowledge of wiki and collaborative platforms (e.g. Wiki, Confluence).
• Experience working in international, multicultural teams in highly regulated environments.
• Experience in analysing requirements engineering, BPMN/UML, and conceptual and logical data modelling.
• Familiarity with Agile methodologies and tools (e.g. JIRA, Confluence).
• Excellent ability to draft clear and structured documentation and reports.
• Excellent analytical and problem-solving skills.
• Familiarity with ITIL processes and frameworks.
• Experience with identification, authentication, and authorisation solutions (can be an asset).
• Knowledge of non-relational databases and business intelligence reporting tools (can be an asset).
• Familiarity with EU legislation and the ability to derive technical requirements from legal texts (can be an asset).
• Experience as Solution Designer or Product Owner (can be an asset).

Qualification and Personal Skills

• Bachelor’s Degree or higher.
• Excellent interpersonal and communication skills.
• Proven ability to operate in a multicultural, multilingual, and multidisciplinary environment.
• Strong presentation skills; able to communicate effectively with Member State authorities and technical communities.
• Ability to participate in multilingual meetings, and to work in multi-cultural environment, on multiple large projects;
• Excellent command of English (C1); French (B1) or another EU language is an advantage.
• High degree of discretion and integrity is required as the applications managed and maintained in the unit contain personal and confidential data.
• Self-starting, team-oriented, proactive, and capable of working independently under pressure.

Following certifications and standards are required for the performance of tasks:

• IT service management (ITSM) (such as ITIL foundation certification, CompTIA A+).
• Cloud services and cloud computing concepts (such as Microsoft Azure Fundamentals).
• PM2-Agile or similar agile certifications.

Package Description

Joining Serco amazing team offers:

• Competitive Salary
• Great career opportunities
• Corporate Benefits Package
• International environment
• Possible hybrid work