IT Support Engineer – 1st & 2nd Line

Jobtailor; Brussel; Sur place; EUR 32 000 - 52 000; Plein temps

Résumé du poste

Jobtailor is seeking an experienced IT Support professional in Belgium to handle user calls by phone and email, diagnose incidents, and provide 1st- and 2nd-line support while coordinating with teams to escalate complex issues.

You will manage Active Directory, deploy user equipment, and ensure network connectivity and VoIP/videoconferencing in a busy environment. Fluency in French, Dutch and English, ITIL certification, and a valid driving license are required.

Qualifications

• 3–5 years of experience in IT Support, Service Desk, Desktop Support, or onsite support.

Responsabilités

• Handle user calls and requests by phone and email.
• Diagnose and resolve incidents involving Windows 10/11, Microsoft 365, hardware, and software.
• Provide 1st- and 2nd-line support and escalates complex incidents to the appropriate teams.
• Create, document, and track tickets in the Helpdesk system.
• Manage user accounts and access through Active Directory.
• Prepare, configure, and deploy user equipment, including PCs, printers, and peripherals.
• Diagnose incidents related to networks, TCP/IP, Wi‑Fi, VPNs, and connectivity.
• Provide basic support for VoIP equipment, videoconferencing systems, smartphones, and meeting rooms.
• Follow procedures, processes, and checklists to ensure consistent and traceable support.
• Provide onsite support at various locations as required by business needs.
• Keep the IT environment operational.

Connaissances

Attention to Detail

Organizational Skills

Analytical Thinking

Clear Communication

Team Collaboration

Formation

ITIL Certification

Outils

Windows 10/11

Microsoft 365

Active Directory

TCP/IP

Wi-Fi

VPN

VoIP

Helpdesk Systems

VMware

DOS Commands

MS Visio

Adobe Products

Printers

PCs

Description du poste

• Handle user calls and requests by phone and email
• Diagnose and resolve incidents involving Windows 10/11, Microsoft 365, hardware, and software
• Provide 1st- and 2nd-line support and escalates complex incidents to the appropriate teams
• Create, document, and track tickets in the Helpdesk system
• Manage user accounts and access through Active Directory
• Prepare, configure, and deploy user equipment, including PCs, printers, and peripherals
• Diagnose incidents related to networks, TCP/IP, Wi‑Fi, VPNs, and connectivity
• Provide basic support for VoIP equipment, videoconferencing systems, smartphones, and meeting rooms
• Follow procedures, processes, and checklists to ensure consistent and traceable support
• Provide onsite support at various locations as required by business needs
• Keep the IT environment operational

Requirements

• Ideally 3 to 5 years of experience in IT Support, Service Desk, Desktop Support, or onsite support
• Strong knowledge of Windows 10/11, including configuration, diagnostics, and troubleshooting
• Good knowledge of Microsoft 365 / Office 365
• Knowledge of Active Directory, including user and access management
• Good knowledge of hardware, including PCs, printers, and peripherals
• Experience with a ticketing / Helpdesk system
• Good understanding of TCP/IP, VLANs, Wi‑Fi, and network connectivity
• Basic knowledge of VPN, VoIP, and videoconferencing
• Basic knowledge of VMware and virtualization
• Basic knowledge of MS Visio and Adobe products
• Basic knowledge of DOS commands / command line
• ITIL certification required
• Fluency in French, Dutch, and English is essential
• Valid driving licence
• Self-reliance, attention to detail, strong organizational skills, analytical thinking, solution-oriented mindset, proactivity, a strong sense of responsibility, clear communication, and the ability to work as part of a team

Core Competencies

Demonstrates expertise in IT Support and Service Desk operations, with strong capabilities in troubleshooting Windows 10/11, Microsoft 365, and network connectivity issues. Proficient in user account management through Active Directory and experienced in utilizing Helpdesk systems for ticket tracking and incident resolution.

Highest-signal resume keywords

• Windows 10/11 Troubleshooting
• Microsoft 365 Support
• Active Directory Management
• TCP/IP and Network Connectivity
• ITIL Certification

Hard Skills

• Windows 10/11
• Microsoft 365
• Active Directory
• TCP/IP
• Wi‑Fi
• VPN
• VoIP
• Helpdesk Systems
• VMware
• Dos Commands

Soft Skills

• Attention to Detail
• Organizational Skills
• Analytical Thinking
• Clear Communication
• Team Collaboration

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• IT Support
• Service Desk
• Desktop Support
• Onsite Support
• User Equipment Deployment

Tools & Technologies

• Helpdesk System
• PCs
• Printers
• Peripherals
• Videoconferencing Systems
• Smartphones
• MS Visio
• Adobe Products