IT Support engineer

In4Matic; Brussel Hoofdstad; Hybride; EUR 38 000 - 52 000; Plein temps

Résumé du poste

In4Matic is seeking an experienced IT support professional to strengthen end-user workplace support within a large public-sector environment in Brussels. You will serve as the main contact for generic IT requests, guide end users, and assist with onboarding and equipment provisioning.

You will handle incidents in the asset/configuration system, support mobile devices and PC configurations, and draft knowledge articles. 4 days on-site per week; Dutch language fluency required (CEFR C2).

Qualifications

• Completed helpdesk training or equivalent experience demonstrated in practice.
• At least 3 years of relevant experience in a similar support environment is expected for the core technical profile.
• Strong administrative skills and attention to detail.
• Solution-oriented mindset with the ability to identify and resolve recurring issues.

Responsabilités

• Serve as the main contact for generic IT-related requests, received via email, chat, phone, or direct contact.
• Provide user support by informing, guiding, and assisting end users with workplace and IT matters.
• Manage onboarding support for new employees and follow up on the new joiner process.
• Arrange workplace equipment for home or office use, submit IT requests, and order required materials through external ordering portals.
• Check that requests are correctly executed in the asset/configuration management system and follow up with service providers when needed.
• Support staff with smartphone configuration, laptop setup, and generic PC-related configurations such as mobile printing and collaboration tools.
• Register, track, and report incidents and requests in the follow-up system.
• Escalate and monitor second- and third-line support cases with specialist teams through incident management channels.
• Identify recurring issues and contribute to finding sustainable solutions.
• Draft and publish knowledge articles for end users and fellow IT support colleagues.
• Maintain inventory control for PCs, peripherals, and generic software licenses.
• Contribute to projects related to workplace infrastructure and IT support services.
• Manage access rights for ICT systems.
• Provide occasional on-site support at external sites when required for operational continuity.

Connaissances

Windows knowledge

Helpdesk experience

Microsoft 365

Office hardware

ICT documentation

ITIL basics

Active Directory

PC installations

Networking basics

Formation

Helpdesk training or equivalent

Outils

Microsoft 365

Active Directory

Office

Description du poste

Function

Our client is looking for an experienced IT support professional to strengthen end-user workplace support within a large public-sector environment. This long-term consulting opportunity involves acting as a key point of contact for generic IT needs, supporting users across the full lifecycle of workplace requests, and helping ensure smooth day-to-day operations for internal staff.

Responsibilities

• Serve as the main contact for generic IT-related requests, received via email, chat, phone, or direct contact.
• Provide user support by informing, guiding, and assisting end users with workplace and IT matters.
• Manage onboarding support for new employees and follow up on the new joiner process.
• Arrange workplace equipment for home or office use, submit IT requests, and order required materials through external ordering portals.
• Check that requests are correctly executed in the asset/configuration management system and follow up with service providers when needed.
• Support staff with smartphone configuration, laptop setup, and generic PC-related configurations such as mobile printing and collaboration tools.
• Register, track, and report incidents and requests in the follow-up system.
• Escalate and monitor second- and third-line support cases with specialist teams through incident management channels.
• Identify recurring issues and contribute to finding sustainable solutions.
• Draft and publish knowledge articles for end users and fellow IT support colleagues.
• Maintain inventory control for PCs, peripherals, and generic software licenses.
• Contribute to projects related to workplace infrastructure and IT support services.
• Manage access rights for ICT systems.
• Provide occasional on-site support at external sites when required for operational continuity.

Technical Skills

• Strong general Windows knowledge at first-line support level.
• Proven experience as a helpdesk or support agent in first- and second-line environments.
• Experience with workplace technologies, including Microsoft 365.
• Good understanding of standard office hardware and software.
• Ability to create and maintain ICT documentation, procedures, and administrative records.
• Basic knowledge of ITIL Service Support.
• Experience with standard PC installations.
• Working knowledge of Office and Microsoft 365 at first- and second-line level.
• General knowledge of Active Directory at first- and second-line level.
• General Windows knowledge at first- and second-line level.
• Basic networking knowledge.

Profile

• Completed helpdesk training or equivalent experience demonstrated in practice.
• At least 3 years of relevant experience in a similar support environment is expected for the core technical profile.
• Strong administrative skills and attention to detail.
• Solution-oriented mindset with the ability to identify and resolve recurring issues.
• Structured way of working and good follow-up of tasks.
• Resilient under pressure and able to handle busy support situations effectively.
• Experience within a public-sector environment is a plus.
• Knowledge of internal IT processes in a comparable organization is an advantage.
• A valid driver’s license is required.

Practical Information

• Minimum on-site presence: 4 days per week in Brussels.
• Occasional on-site support at external locations may be required for a limited number of days per month.
• Language requirement: fluent Dutch at CEFR level C2.

Contactperson & Reference

• Reference #: INW27589
• Marilyn Weytens
• [e-mail]