For a customer in West Flanders, I am searching for a freelance 1st Line Service Desk Engineer to be the point of contact for store teams, customers, and clients needing technical assistance. You will troubleshoot and resolve tickets, escalate issues where needed, and help ensure seamless operations across the IT landscape. This role requires someone globally oriented, technically sound, and able to work in a high-paced, structured support environment.
Responsibilities
Act as initial point of contact for users who need technical assistance, responding to inquiries via phone, email, or ticketing system
Log and prioritize incoming support requests or tickets, ensuring to categorize them correctly and escalate them as needed based on priority and impact
Perform diagnosis and troubleshooting of technical issues reported by users, following documented procedures and knowledge base articles to resolve problems or escalate most complex issues to higher support tiers
Provide guidance and assistance to users on the use of software applications and Hardware devices, such as operating systems, Office 365 productivity suites, printers, and peripherals (e.g. scanners)
Update and maintain documentation, knowledge base articles, and standard operating procedures for common technical issues and resolutions and facilitating self-service for users
Communicate with users in a clear & professional manner, managing expectations regarding response times, resolution processes, and follow-up actions, and ensuring a positive customer experience
Identify & suggest improvements to process of problem / incident management, support implementing them
Escalate unresolved issues or incidents to higher support tiers or specialized technical teams, providing detailed information and context to facilitate efficient resolution
Monitor IT systems and infrastructure for alerts and notifications, responding to alerts according to predefined procedures and escalating critical issues to appropriate teams or stakeholders
Contribute to the maintenance of knowledge base by documenting "troubleshooting" procedures, solutions, and best practices to facilitate efficient problem resolution & knowledge sharing within the support team
Coordinate incident response efforts during IT service disruptions or outages, working collaboratively with other support teams (eg Tcog, Centric,...), technical specialists, and stakeholders to restore services and minimize impact on users
Profile
Deeper knowledge of operating systems, networks, and software configurations for advanced troubleshooting
System administration experience managing Active Directory, file servers, and permissions
Good understanding of VLANs, DNS, DHCP, and basic Firewall configurations
Basic knowledge of PowerShell, or similar tools to automate tasks
Ability to diagnose and repair Hardware issues for desktops, laptops, and peripherals
Specialized Applications knowledge: support for industry-specific or ERP software applications (extra asset is knowledge of Microsoft BC or F&O or Navision)
Understanding & capability to deal with backup tools and disaster recovery processes
Clear and patient communication with non-technical users
Professional customer mindset while interacting with end users
Efficiently handling multiple tickets or calls in high-pressure environment
Accurately documenting incidents and solutions
Ensuring escalated issues are resolved and properly documented
Additional details
Start Date: August
Duration: 12 Months
Extension: Yes
Contract: Freelance
Location: West Flanders
Onsite Policy: 4 days per week
Hours Per Week: 40
Languages: Fluent Dutch, French and English (all 3 required!)
Interview Process: 1-2 stages