Workplace Senior Support Technician

MERITIS; Brussel Hoofdstad; Sur place; EUR 35 000 - 55 000; Plein temps

Résumé du poste

MERITIS is seeking a Workplace Support Technician to join our IT team in Belgium. The role focuses on proximity support and remote assistance to ensure smooth daily operations for end users.

You will provide 1st and 2nd line IT support, manage devices and VIP user needs, and contribute to ITIL processes and digital workplace improvements.

Qualifications

• Experience in workplace environments, user support and Helpdesk activities.
• Proactive, reliable, service-oriented personality with user focus.
• Ability to perform remote assistance via phone and email.

Responsabilités

• Provide 1st and 2nd line IT support to end users via in-person, phone or email.
• Deliver high-quality proximity support and ensure fast resolution of issues.
• Receive, analyse, prioritise and follow up on IT incidents and service requests.
• Coordinate requests within IT service management processes.
• Support users with IT equipment and digital workplace tools (computers, mobile devices).
• Identify, troubleshoot and resolve hardware and software incidents affecting end users.
• Manage workstation assets and IT inventory.
• Install, configure, and prepare workstations for users.
• Provide dedicated support to VIP users and maintain service quality.
• Prepare and maintain technical documentation and support procedures.
• Coordinate interventions with internal teams and external providers.
• Follow up with suppliers to ensure timely delivery of quality services.
• Contribute to workplace-related projects and improvement initiatives.
• Drive innovation and continuous improvement in IT services.

Connaissances

IT support (1st/2nd line)

Proximity support

Helpdesk activities

User support

VIP/user assistance

Outils

Windows 10/11

Office 365

Mac OS

Active Directory

PowerShell

Description du poste

As part of the reinforcement of our IT team, we are looking for a Workplace Support Technician with a strong passion for IT technologies and proven experience in Workplace environments, user support, and Helpdesk activities.

You will join a dedicated team responsible for ensuring the daily operational support of end users, managing IT incidents and requests, and contributing to workplace improvement projects and digital transformation initiatives.

The ideal candidate is a proactive, reliable, and service-oriented professional who enjoys helping users, solving technical issues, and continuously improving the quality of IT services.

This role is mainly focused on proximity support, while also requiring remote assistance activities through phone and email channels.

Your Responsibilities

As a Workplace Support Technician, you will be responsible for:

• Providing 1st and 2nd line IT support to end users through different channels (in-person, phone, email);
• Delivering high-quality proximity support and ensuring fast resolution of user issues;
• Receiving, analyzing, prioritizing, and following up on IT incidents and service requests;
• Performing active filtering, coordination, and follow-up of requests within IT service management processes;
• Supporting users with their IT equipment and digital workplace tools, including computers, smartphones, tablets, and mobile devices;
• Identifying, tracking, troubleshooting, and resolving hardware and software incidents impacting end users;
• Managing workstation assets and ensuring accurate IT inventory follow-up;
• Installing, configuring, maintaining, and preparing workstations for users;
• Providing dedicated support to VIP users and ensuring a high level of service quality;
• Preparing and maintaining accurate technical documentation and support procedures;
• Coordinating technical interventions with internal teams and external service providers;
• Following up with suppliers to ensure delivery according to agreed quality standards and timelines;
• Contributing actively to Workplace-related projects and operational improvements;
• Acting as a driver for innovation, optimization, and continuous improvement initiatives.

Technical Environment

The successful candidate will have strong experience with the following technologies:

Systems & Tools

• Windows 10 / Windows 11 – Advanced level;
• Microsoft Office 365 – Advanced level;
• Mac OS – Advanced level;
• Active Directory – Advanced level;
• PowerShell – Knowledge is an asset.

Required Functional Skills

The candidate should have proven experience in the following areas:

• Advanced troubleshooting and incident resolution;
• Workplace and proximity support activities;
• Helpdesk / Hotline support;
• Mobile services support, including smartphones, tablets, and Mobile Device Management solutions;
• IT service management processes and ITIL practices (an asset).