Frontline Support AgentIndustry: DefenceDuration: 7 monthsLocation: Liege, Belgium (5 days onsite)Setup: Self employed (daily rate)Our client is a global engineering and technology group specialising in energy, defence, industry, environment and hydrogen. Driven by sustainable industrial progress, they rely on robust IT systems to support activities and meet global needs. The selected candidate will join a dynamic IT team in Belgium, ensuring high-quality service to users worldwide.With over 4 500 users across 60+ sites in 7+ countries, two datacentres hosting 450+ servers and a network linking 50+ locations, our environment demands proficiency in modern IT operations. As a Frontline Support Agent, you will be the first point of contact for IT support, directly impacting user satisfaction and operational efficiency.Key Responsibilities:Receive and log user requests via ticketing tools (e.g. Jira Service Desk, ServiceNow) or phone.Analyse incident and service requests, ensuring accurate categorisation and prioritisation following ITIL incident management processes.Triage and escalate issues to Level 2 teams, collaborating to enhance transfer quality and technical documentation.Monitor user requests, maintain communication on progress and coordinate with teams during critical incidents.Contribute to the knowledge base (e.g. Confluence), proposing updates to optimise service delivery.Ensure a customer-oriented, prompt and high-quality IT support experience.Profile:Computer science diploma or equivalent experience, with previous IT support role in a multinational organisation.Technical skills: ticketing tools; Windows 10/11; Office 365 and Microsoft cloud services; network fundamentals (LAN, WAN, DNS, DHCP, VPN); IT security best practices; ITIL methodologies; Atlassian tools (Jira, Confluence) a plus.Languages: Fluent English and French (spoken/written). Dutch is an asset.Professional: Excellent communication; customer focus; teamwork; organisation and prioritisation; flexibility; proactive, curious and solution-oriented attitude.