Desktop Support Engineer

Pacer Group; Luik; Sur place; EUR 40 000 - 56 000; Plein temps

Résumé du poste

Pacer Group is seeking a skilled Desktop Support Engineer to provide 1st- and 2nd-line IT support in Liège, Belgium. The role covers Windows 10/11, Microsoft 365, Outlook and Teams, AD and Azure AD management, printer support, and end-user assistance.

You will troubleshoot hardware, software and network issues, document incidents, and maintain security policies. Fluency in French and English is required; prior ITSM experience is a plus.

Qualifications

• Experience providing 1st and 2nd line IT support.
• Strong knowledge of Windows 10/11, Microsoft 365, Outlook and Teams.
• Fluent in French and English.
• Experience with Active Directory and Azure AD (Entra ID).
• Knowledge of hardware troubleshooting, printers and peripherals.
• Basic networking knowledge including TCP/IP, VPN and Wi-Fi.

Responsabilités

• Provide 1st and 2nd line IT support to end users for hardware, software and desktop issues.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, printers and peripherals.
• Install, configure, maintain and upgrade desktops, laptops and business apps.
• Manage user accounts, passwords and access through AD and Azure AD.
• Support device provisioning, software deployment and patching.
• Troubleshoot network connectivity, VPN, Wi‑Fi and remote access.
• Log and track incidents using ITSM tools (ServiceNow or Jira).
• Provide remote and on-site support; escalate complex issues as needed.
• Maintain documentation and follow IT security policies and SLAs.

Connaissances

Windows support

Microsoft 365

Active Directory

Azure AD

ITSM

Printers support

Networking basics

French & English

Outils

ServiceNow

Jira

Description du poste

We are looking for a skilled and customer-focused Desktop Support Engineer to provide 1st and 2nd line IT support to end users in Liège, France.

The ideal candidate will have hands-on experience in desktop support, Windows environments, Microsoft 365 and Active Directory, alongside excellent communication skills in both French and English.

Key Responsibilities

• Provide 1st and 2nd line IT support to end users for hardware, software and desktop-related issues.
• Troubleshoot and resolve issues involving Windows 10/11, Microsoft 365, Outlook, Teams, printers and peripherals.
• Install, configure, maintain and upgrade desktops, laptops, operating systems and business applications.
• Manage user accounts, password resets and access permissions through Active Directory and Azure AD (Microsoft Entra ID).
• Support device provisioning, software deployment, patching and IT asset management.
• Troubleshoot network connectivity, VPN, Wi-Fi and remote access issues.
• Log, track, prioritise and resolve incidents and service requests using ITSM tools such as ServiceNow or Jira.
• Provide both remote and face-to-face technical support to end users.
• Escalate complex technical issues to infrastructure and application support teams.
• Maintain technical documentation and follow IT security policies and procedures.
• Ensure incidents and service requests are resolved within agreed SLAs.
• Previous experience in Desktop Support, IT Support or Service Desk Engineering.
• Hands-on experience providing 1st and 2nd line IT support.
• Strong knowledge of Windows 10/11 operating systems.
• Good understanding of Microsoft 365, Outlook and Microsoft Teams.
• Experience with Active Directory and Azure AD (Entra ID).
• Knowledge of hardware troubleshooting, laptop/desktop configuration and printer support.
• Basic networking knowledge, including TCP/IP, VPN, Wi-Fi and connectivity troubleshooting.
• Experience using ITSM ticketing systems such as ServiceNow or Jira.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Fluent in both French and English.
• Microsoft certifications such as MS-900, MD-102 or CompTIA A+.
• Experience with Intune and endpoint device management.
• Knowledge of SCCM / Microsoft Configuration Manager.
• Experience with software deployment, patch management and IT asset management.
• Previous experience supporting international or multilingual user environments.