Senior IT Support Engineer

Jobtailor; Aartselaar; Sur place; EUR 42 000 - 56 000; Plein temps

Résumé du poste

Jobtailor is seeking an experienced onsite IT Support specialist in Belgium to ensure smooth operation of laptops, desktops, mobile devices, and peripherals. You will take ownership of Level 2 hardware and software issues, coordinate vendor support, and manage the full lifecycle of tickets within SLAs.

Responsibilities include IMAC activities, AV setup for meetings, and contributing to continuous service improvements. Fluency in Dutch and English is required for our international environment.

Qualifications

• Proven IT support (L2) experience in corporate environments.
• Strong Windows 10/11 troubleshooting and configuration.
• Microsoft 365 and enterprise applications expertise.
• Hardware diagnostics for laptops, desktops, printers and peripherals.
• Mobile Device Management (MDM) proficiency.
• Network troubleshooting (LAN/Wi‑Fi) skills.
• Audio-visual / meeting room technologies knowledge.
• Experience with ticketing systems and SLA-driven workflows.
• Familiar with ITIL-based support processes.
• Excellent customer-facing and communication skills.
• Strong ownership, organized and proactive problem-solver.
• Able to work in a dynamic, international environment.
• Fluent in Dutch and English.

Responsabilités

• Provide onsite IT support for laptops, desktops, mobile devices, and peripherals.
• Deliver Level 2 support for hardware, system software and workplace issues.
• Coordinate vendor support for server and hardware problems.
• Own full ticket lifecycle per SLAs.
• Handle IMAC activities including device setup and onboarding.
• Maintain spare inventories to meet service levels.
• Support AV in meetings, boardrooms, and events.
• Analyze incidents and propose improvements.
• Collaborate with L1/L3 teams to improve resolution efficiency.
• Maintain and update ITIL-aligned documentation.
• Drive continuous service improvement initiatives.

Connaissances

Windows troubleshooting

MDM

Network troubleshooting

Ticketing systems

ITIL processes

Customer-facing

Outils

Microsoft 365

Description du poste

• Provide onsite IT support for laptops, desktops, mobile devices, and peripherals via TechBar and desk-side support
• Deliver Level 2 support, including hardware, system software, and workplace troubleshooting
• Manage and coordinate vendor support for server and hardware issues
• Own and manage the full ticket lifecycle (log, monitor, communicate, resolve, close) in line with SLAs
• Handle IMAC activities (Install, Move, Add, Change) including device setup, collection, and user onboarding/offboarding
• Maintain spares inventory to meet agreed service levels
• Support executive meetings, boardrooms, and events (AV setup & troubleshooting)
• Analyse incident trends and proactively recommend improvements
• Collaborate with Service Desk (L1), L3 teams, and other stakeholders to improve resolution efficiency
• Maintain and update process documentation and procedures
• Drive continuous service improvement initiatives

Requirements

• Proven experience in IT support (L2) in a corporate or enterprise environment
• Strong expertise in: Windows 10/11 troubleshooting & configuration
• Microsoft 365 and enterprise applications
• Hardware diagnostics (laptops, desktops, printers, peripherals)
• Mobile Device Management (MDM)
• Network troubleshooting (LAN/Wi‑Fi connectivity)
• Audio‑visual / meeting room technologies
• Experience with ticketing systems and SLA-driven environments
• Familiar with ITIL-based support processes
• Excellent customer-facing and communication skills
• Strong ownership mindset and accountability
• Highly organized with the ability to manage priorities independently
• Problem-solver with a proactive and solution-oriented approach
• Adaptable to change and able to work in a dynamic, international environment
• Fluent in Dutch and English