Support Engineer – End-User ICT & Tech Coach

Vlaams Instituut voor Biotechnologie (VIB); Oost-Vlaanderen; Hybride; EUR 42 000 - 62 000; Plein temps

Avantages offerts par ce poste

Internet allowance

Meal vouchers

Résumé du poste

Vlaams Instituut voor Biotechnologie (VIB) seeks a Support Engineer to join the Support & Operations team. You will be the first point of contact for ICT incidents and requests, assisting colleagues across the organization to ensure smooth daily work and a positive user experience.

You will resolve common hardware/software issues on Windows and macOS, guide users on standard tools, and escalate complex matters with clear documentation.

Qualifications

• Experience in ICT support or service desk.
• Confidently interact with end-users and explain technical topics clearly.
• Good working knowledge of Windows and/or macOS in end-user environments.
• Familiarity with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Basic experience with device management concepts (e.g. Intune) or eagerness to learn.
• Willingness to grow technical skills step by step.

Responsabilités

• Act as the first point of contact for ICT incidents and service requests via supported channels.
• Provide friendly, clear, and effective support to end-users, remotely and on-site.
• Resolve common hardware, software, and workplace issues for Windows and macOS devices.
• Guide users in the correct use of standard tools and applications.
• Ensure proper follow-up and user satisfaction for assigned tickets.
• Analyze issues, perform initial troubleshooting, and resolve where possible.
• Escalate more complex issues with documentation and context.
• Follow up on escalated tickets and keep users informed of progress.
• Collaborate with other ICT teams to ensure consistent service quality.
• Document solutions and feedback to improve the knowledge base and processes.

Connaissances

Service mindset

Customer communication

Troubleshooting

Team collaboration

Willingness to learn

ICT concepts

Dutch and English fluency

Outils

Intune

Description du poste

Vlaams Instituut voor Biotechnologie (VIB) seeks a Support Engineer to join the Support & Operations team. You will be the first point of contact for ICT incidents and requests, assisting colleagues across the organization to ensure smooth daily work and a positive user experience.

You will resolve common hardware/software issues on Windows and macOS, guide users on standard tools, and escalate complex matters with clear documentation.