IT Support (L2)

Editx; Mechelen; Sur place; EUR 42 000 - 52 000; Plein temps

Résumé du poste

Editx is seeking an IT Support (L2) professional to strengthen our client’s local IT presence in Belgium. You will provide first and second-line support, manage incidents, and collaborate with international teams to deliver reliable IT services.

You will handle onboarding/offboarding, hardware prep, access management, and support meeting room technology and local infrastructure, while contributing to knowledge base and process improvements.

Responsabilités

• Providing first and second-line IT support to end users.
• Managing incidents, service requests, and technical queries per SLA.
• Troubleshooting hardware, software, network, and Microsoft 365 issues.
• Acting as the primary local IT contact for Belgium-based employees.
• Logging and resolving tickets using the IT Service Management platform.
• Collaborating with international IT teams, vendors, and support teams.
• Monitoring IT systems and escalating critical issues when required.
• Supporting IT projects, deployments, upgrades, and infrastructure changes.
• Managing onboarding/offboarding, including hardware prep and access management.
• Supporting meeting room tech and local IT infrastructure.
• Creating user documentation and knowledge base articles.
• Identifying opportunities to improve processes and service quality.

Description du poste

Our client is a well-established international organisation with a strong reputation for operational excellence and a people-focused culture.

To strengthen its local IT presence in Belgium, our client is looking for a service-oriented IT professional who enjoys working in a collaborative and multicultural environment. The organisation promotes knowledge sharing, continuous learning, and professional development while offering employees the opportunity to work closely with both local and international teams.

As an IT Support (L2), your responsibilities will include:

• Providing first and second-line IT support to end users.
• Managing incidents, service requests, and technical queries in line with established processes and service level agreements.
• Troubleshooting hardware, software, network, and Microsoft 365-related issues.
• Acting as the primary local IT point of contact for employees based in Belgium.
• Logging, tracking, documenting, and resolving tickets using the company's IT Service Management platform.
• Collaborating with international IT teams, vendors, and specialist support teams to resolve complex issues.
• Monitoring IT systems and escalating recurring or critical issues when required.
• Supporting IT projects, deployments, upgrades, and infrastructure changes.
• Managing employee onboarding and offboarding activities, including hardware preparation, account setup, and access management.
• Supporting meeting room technology, printers, audiovisual equipment, and local IT infrastructure.
• Creating and maintaining user documentation, knowledge base articles, and operational procedures.
• Identifying opportunities to improve processes, enhance service quality, and optimise the overall user experience.