Public-Sector IT Support Engineer - 1st/2nd Line Helpdesk

In4Matic; Brussel; Sur place; EUR 42 000 - 56 000; Plein temps

Résumé du poste

In4Matic is seeking an experienced IT support professional to strengthen end-user workplace support in a large public-sector environment. You will be the main contact for generic IT requests and support end users across the full lifecycle of workplace requests.

Responsibilities include onboarding new employees, arranging equipment for home or office use, and ensuring requests are correctly logged in the asset system.

Qualifications

• Completed helpdesk training or equivalent experience demonstrated in practice.
• At least 3 years of relevant experience in a similar support environment.
• 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.
• A valid driver’s license is required.

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

ICT documentation

Structured working

Analytical mindset

Communication

Public-sector familiarity

Driver's license

Formation

Helpdesk training or equivalent

Outils

Microsoft 365

Active Directory

Office suite

Description du poste

In4Matic is seeking an experienced IT support professional to strengthen end-user workplace support in a large public-sector environment. You will be the main contact for generic IT requests and support end users across the full lifecycle of workplace requests.

Responsibilities include onboarding new employees, arranging equipment for home or office use, and ensuring requests are correctly logged in the asset system.