We are looking for a L1 IT Support Engineer to join a large-scale environment in Belgium.
You will act as the first point of contact for IT-related issues, ensuring smooth operations and high-quality user support.
Role
Overview As an L1 Support Engineer, you will handle incoming incidents and service requests via phone, email, and ticketing systems.
You ensure quick resolution or proper escalation while delivering an excellent user experience.
Key Responsibilities
Act as the first point of contact for IT incidents and requests
Log, categorize, and prioritize tickets in the ITSM system
Resolve L1 issues:
o Password resets
o User account management
o Hardware/software troubleshooting
o Connectivity issues
Escalate complex incidents to L2/L3 teams with proper documentation
Ensure SLA compliance and user communication
Contribute to the knowledge base (documentation of recurring issues)
Technical Skills
Windows 10/11 & Microsoft 365
Active Directory (user management)
ITSM tools (ServiceNow, Jira, Remedy...)
networking & VPN troubleshooting
ITIL knowledge
Google Workspace/ Google Admin
Profile
- 3+ years of experience in IT support (L1)
- Experience in a large-scale environment is a strong asset
- Customer-oriented with strong communication skills
- Able to work in a fast-paced and structured environment
Languages
Mandatory
French - Fluent
Dutch - Fluent
English - Fluent
