Helpdesk Support Engineer

Appsierra Group; Brussel; Sur place; EUR 38 000 - 52 000; Plein temps

Résumé du poste

Appsierra Group seeks a Helpdesk Support Engineer in Belgium to handle call and mail intake, provide 1st and 2nd line IT support, and manage tickets in the helpdesk system. You will execute actions per established processes and checklists, and maintain ITIL procedures.

The role covers Active Directory user management, troubleshooting of hardware, network, VoIP, and supporting Wi‑Fi and VPN setups across Windows environments. Travel by car is optional based on client needs.

Qualifications

• Minimum 5 years experience with Windows 10/11 configuration and troubleshooting.
• Proficiency with Microsoft Office 365 and Active Directory.
• ITIL certification required.
• Strong knowledge of TCP/IP, VLANs, Wi‑Fi, 802.1x and VPN technologies.
• Experience with helpdesk ticketing systems and workflow management.
• Fluency in Dutch, French, and English (working knowledge of English).

Responsabilités

• Handle call and mail intake for IT support
• Provide 1st and 2nd line support for Windows 10/11 environments
• Create, update, and close tickets in the helpdesk ticketing tool
• Execute technical actions according to established processes and checklists
• Manage user accounts and permissions in Active Directory
• Troubleshoot hardware, network, and VoIP related issues
• Maintain ITIL procedures and adhere to service level agreements
• Support Wi‑Fi, VPN, and basic videoconferencing setups

Connaissances

Windows 10/11

Office 365

Active Directory

TCP/IP

VLANs

Wi-Fi

VPN

Helpdesk ticketing systems

Dutch

French

English

Formation

ITIL Certification

Outils

VMware

Description du poste

We are seeking a Helpdesk Support Engineer to join our team. The role involves handling call and mail intake, providing 1st and 2nd line support, and managing tickets in the helpdesk system. You will execute technical actions based on processes and checklists.

Key responsibilities

• Handle call and mail intake for IT support
• Provide 1st and 2nd line support for Windows 10/11 environments
• Create, update, and close tickets in the helpdesk ticketing tool
• Execute technical actions according to established processes and checklists
• Manage user accounts and permissions in Active Directory
• Troubleshoot hardware, network, and VoIP related issues
• Maintain ITIL procedures and adhere to service level agreements
• Support Wi‑Fi, VPN, and basic videoconferencing setups

Required qualifications

• Minimum 5 years experience with Windows 10 and 11 (configuration and troubleshooting)
• Proficiency with Microsoft Office 365 and Active Directory
• ITIL certification required
• Strong knowledge of TCP/IP, VLANs, Wi‑Fi, 802.1x, and VPN technologies
• Experience with helpdesk ticketing systems and workflow management
• Fluency in Dutch, French, and English (working knowledge of English)

Nice to have

• Experience with VMware and software virtualization
• Familiarity with VoIP, videoconferencing, and basic domotica solutions
• Basic knowledge of hardware peripherals and PC maintenance
• Valid driving licence and willingness to travel by car