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