Support Agent

V-IT NV; Vlaams-Brabant; Sur place; EUR 23 000 - 30 000; Plein temps

Résumé du poste

V-IT NV is seeking an Onsite L1 Support Agent to join our team in Zaventem. The role is 100% onsite with ASAP start, and a 3-month contract with extension potential.

You will be the first point of contact for IT incidents, log and resolve L1 issues, and escalate to L2/L3 as needed. Familiarity with Windows 10/11, MS 365, AD, and basic networking is required. Prior experience in a retail or large-scale environment is a plus.

Qualifications

• Experience with Windows 10/11 and MS Office 365.
• Experience with ITSM ticketing tools.
• Knowledge of Active Directory and user account management.
• Basic networking and VPN troubleshooting.
• ITIL Foundation knowledge.
• Experience in a retail or large-scale environment is a plus.

Responsabilités

• Serve as the first point of contact for IT incidents and service requests via phone, email, and ticketing tool.
• Log, categorize, and prioritize tickets accurately in the ITSM system.
• Resolve L1 issues such as password resets, account management, hardware/software troubleshooting, and connectivity.
• Escalate unresolved incidents to L2/L3 with clear documentation and follow-up.
• Ensure SLA compliance and keep end users informed of ticket status.
• Contribute to the knowledge base by documenting recurring issues and solutions.

Connaissances

Customer service

Problem solving

Clear communication

Team player

Stress tolerance

Multilingual support

Formation

ITIL Foundation

Outils

ServiceNow

Jira

Remedy

Active Directory

Description du poste

Onsite L1 Support Agent

Location: Zaventem, 100% Onsite

Start Date: ASAP

Duration: 3 months, with the possibility of extension

Responsibilities:

• Serve as the first point of contact for IT incidents and service requests via phone, email, and ticketing tool.


• Log, categorize, and prioritize tickets accurately in the ITSM system.


• Resolve L1 issues such as password resets, account management, hardware/software troubleshooting, and connectivity.


• Escalate unresolved incidents to L2/L3 with clear documentation and follow-up.


• Ensure SLA compliance and keep end users informed of ticket status.


• Contribute to the knowledge base by documenting recurring issues and solutions.

Technical Skills:

• Proficiency in Windows 10/11 and MS Office 365.


• Experience with ITSM ticketing tools (e.g., ServiceNow, Jira, Remedy).


• Knowledge of Active Directory and user account management.


• Basic networking and VPN troubleshooting skills.


• ITIL foundation knowledge.


• Experience in a retail or large-scale environment is a plus.

Soft Skills:

• Customer-oriented approach.


• Ability to handle stress effectively.


• Clear communication skills.


• Team player mentality.

Language Proficiency:

Dutch, French, and English.