Technical Support Specialist

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