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.
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:
Password resets
User account management
Hardware/software troubleshooting
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)
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
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