Position: Onsite Support Engineer - Service Desk Level 1 and Level 2
Location: Fully on-site, Ghent
Client: Biotech
Type: Full-time Contract
Main Responsibilities
* Provide Level 1 and Level 2 technical support, with flexibility to assist in Level 3 escalation when required
* Act as the first point of contact (L1) for incident logging, triage, and resolution
* Handle more complex technical issues (L2) including troubleshooting, root cause analysis, and system fixes
* Manage and resolve tickets efficiently using ServiceNow, ensuring SLA compliance
* Support identity and access management (IAM) processes, including user provisioning, deprovisioning, and access reviews (Okta preferred)
* Deliver onsite and remote support for end users, including hardware, software, and network issues
* Collaborate with internal teams and third-party vendors to resolve escalated issues
* Maintain accurate documentation of incidents, processes, and resolutions
* Assist with system monitoring, maintenance, and continuous improvement initiatives
* Ensure a high level of customer service, responsiveness, and communication at all times
* Proactively identify recurring issues and recommend long-term solutions
* Support IT projects, upgrades, and deployments where required
Main Requirements
Level 1 Requirements
* 3–5+ years of experience in a similar IT support role
* Strong focus on first-line support and user interaction
* Experience supporting onsite and remote users
* Familiarity with ServiceNow or similar ticketing systems
* Basic to intermediate knowledge of IAM platforms (Okta preferred)
* Experience working in pharma or biotech environments
* Strong troubleshooting skills across hardware, software, and user access issues
* Excellent communication skills with fluent English
* Proactive mindset with a strong sense of urgency
Level 2 Requirements
* 3–5+ years of experience with a strong emphasis on second-line support
* Proven ability to handle complex technical issues and escalations
* Deeper expertise in IAM systems, particularly Okta administration
* Strong experience with ServiceNow (incident, problem, and change management)
* Ability to perform root cause analysis and implement permanent fixes
* Experience supporting both local and remote infrastructure environments
* Exposure to Level 3 support coordination is advantageous
* Relevant certifications such as ITIL, PMP, CISSP, or cloud certifications
* Experience in pharma/biotech industry is highly desirable
* Additional language skills (French or Flemish) are a plus
* Demonstrated ability to work independently and handle high-priority incidents under pressure
ABOUT PLANET PHARMA
Planet Pharma is an American parented Employment Business/Agency that provides global staffing services with its head-quarters in Chicago and our EMEA regional office located in Central London. We have invested significantly in creating a robust international platform that enables us to work compliantly in 30+ countries with a current network of 2500+ active contractors globally as well as a very strong permanent / direct hire recruitment offering.
Our specialist knowledge and close relationships with our clients and the wider industry really makes us unique in our field. Just recently we were recognised by FORBES as the 17th best professional staffing firm, and have won multiple awards from industry accredited bodies for our commitment to excellence and service delivery. We have extensive functional expertise including: Regulatory Affairs, Pharmacovigilance, QA, QC, Submissions experts, Clinical development, Quality, Biostatistics, and Medical Affairs / Writing.
We are an equal opportunities Recruitment Business and Agency.
We welcome applications from all suitably qualified candidates regardless of their race, sex, disability, religion/belief, sexual orientation or age.
* www.planet-pharma.com