Location: Ghent
Languages: English and Dutch
PURPOSE OF THE FUNCTION
Our client is a digital-first organization committed to providing employees with a seamless, reliable, and high-quality technology environment that supports productivity, collaboration, and innovation.
For the Ghent campus (consisting of multiple buildings), our client is seeking a Digital Technology Onsite Support Engineer to deliver hands-on, personalized IT support. The role is well suited for an experienced onsite IT professional who enjoys being visible, proactive, and closely connected to the end-user experience.
The role takes ownership of onsite end-user support and collaboration environments, acts as a key escalation point for technical issues, and ensures meeting spaces, devices, and onboarding experiences operate smoothly on a day-to-day basis.
KEY RESPONSIBILITIES
End-User & Onsite Support
* Provide high-quality, personalized onsite IT support within the client organization, with a strong focus on user experience and responsiveness
* Diagnose and resolve hardware and software issues across Windows (PC), macOS, and iOS environments
* Act as an escalation point for complex issues originating from the Global Service Desk or remote support teams
* Deliver professional and approachable support to users at all levels, including senior stakeholders within the client organization
* Log, categorize, prioritize, diagnose, troubleshoot, and resolve incidents, requests, and standard changes
* Follow up on assigned tickets and ensure timely resolution for the Ghent campus
* Escalate issues to appropriate resolver groups when required
* Execute CMDB update tasks following incident resolution or change implementation
* Communicate clearly with users, both verbally and in writing, in English
* Follow established IT processes and procedures defined by the client
* Proactively propose improvements and contribute to Knowledge Base articles
* Manage peripherals (installation, connection, and troubleshooting of printers, scanners, multifunction devices, etc.)
* Support local stock management for campus technology
* Track equipment and changes in location, ensuring accurate updates in the CMDB
* Perform small- to medium-scale logistics activities (e.g. device moves for new hires or office relocations)
* Escort third-party technicians during onsite hardware interventions
* Provide coaching to users on the correct use of hardware and applications
Basic administrative & technical knowledge:
* Account and user management
* Network hardware and protocols (LAN, WLAN)
* Backup and restore procedures
* Antivirus management
* Patch and software distribution
* Scanning and printing solutions
* Active Directory / Azure Active Directory / Okta
Collaboration & A/V Technology
* Support and maintain collaboration and meeting room technologies within the client environment, including:
* Neat meeting room hardware
* Microsoft Teams & Microsoft Teams Rooms
* Zoom & Zoom Rooms
* Provide live onsite support for key meetings, town halls, and large internal events
* Perform routine testing and basic configuration to ensure reliable meeting experiences
Campus Technology Ownership
* Take ownership of end-user and collaboration technologies deployed across the client's Ghent campus
* Perform hands-on onsite infrastructure tasks, including:
* Network switch patching
* Wireless access point installation and replacement
* Coordinate closely with the client's central digital technology, infrastructure, and network teams
New User Onboarding
* Ensure a high-quality onboarding experience for new employees within the client organization
* Prepare, configure, and hand over end-user devices and accessories
* Act as a visible and welcoming onsite IT contact for new hires
Asset & Service Management
* Support the full lifecycle of end-user hardware and peripherals
* Maintain accurate ticketing and asset information in the client's IT service management system
* Contribute to local operational documentation and knowledge articles
SKILLS & COMPETENCIES
* 5+ years of experience in a fast-paced and continuously evolving IT environment
* Proven experience in onsite IT support or a Digital Technology support role
* Hands-on experience supporting Windows, macOS, and iOS devices
* Strong working knowledge of Microsoft 365, Microsoft Teams, and Zoom
* Experience supporting enterprise A/V or meeting room solutions (experience with Neat is a strong plus)
* Basic understanding of onsite networking tasks such as patching and access point installations
* Experience working with ServiceNow
PROFESSIONAL SKILLS
* Strong customer-service mindset with attention to quality and professionalism
* Clear and structured communication skills
* Ability to work independently in an onsite client environment while collaborating with remote teams
* Well-organized, reliable, and proactive working style
PREFERRED
* Experience working in regulated industries such as Life Sciences or Biotech is considered an asset
EDUCATION, EXPERIENCE & QUALIFICATIONS
* Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience
* Alternatively, a minimum of 5 years of relevant enterprise IT support experience
* At least 3 years of experience in a Service Desk, Infrastructure, or Onsite Support role
* Experience working within multi-partner or vendor-based support models
* Familiarity with modern remote hardware provisioning and configuration practices
* Experience with Okta IAM administration and ServiceNow
* Relevant certifications (e.g. ITIL, cloud-related certifications) are a plus