Helpdesk Support Engineer

Appsierra Group; Vilvoorde; Sur place; EUR 36 000 - 52 000; Plein temps

Résumé du poste

Appsierra Group is seeking a Helpdesk Support Engineer to join our team in Belgium. You will handle call and mail intake, provide 1st and 2nd line support for Windows 10/11 environments, and manage tickets in the helpdesk system according to defined processes.

The role requires ITIL certification, strong networking basics (TCP/IP, VLANs, VPN), and fluency in Dutch, French and English. Familiarity with Microsoft 365 and Active Directory is essential, with optional VMware and VoIP experience a

Qualifications

• 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.

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 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 SLAs.
• Support Wi‑Fi, VPN, and basic videoconferencing setups.

Connaissances

Windows 10/11 troubleshooting

ITIL knowledge

Multilingual communication (Dutch/Fre

Formation

ITIL Certification

Outils

Active Directory

Microsoft 365

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