IT Support Engineer – 1st
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- Handle user calls and requests by phone and email
- Diagnose and resolve incidents involving Windows 10/11, Microsoft 365, hardware, and software
- Provide 1st- and 2nd-line support and escalates complex incidents to the appropriate teams
- Create, document, and track tickets in the Helpdesk system
- Manage user accounts and access through Active Directory
- Prepare, configure, and deploy user equipment, including PCs, printers, and peripherals
- Diagnose incidents related to networks, TCP/IP, Wi‑Fi, VPNs, and connectivity
- Provide basic support for VoIP equipment, videoconferencing systems, smartphones, and meeting rooms
- Follow procedures, processes, and checklists to ensure consistent and traceable support
- Provide onsite support at various locations as required by business needs
- Keep the IT environment operational
Requirements
- Ideally 3 to 5 years of experience in IT Support, Service Desk, Desktop Support, or onsite support
- Strong knowledge of Windows 10/11, including configuration, diagnostics, and troubleshooting
- Good knowledge of Microsoft 365 / Office 365
- Knowledge of Active Directory, including user and access management
- Good knowledge of hardware, including PCs, printers, and peripherals
- Experience with a ticketing / Helpdesk system
- Good understanding of TCP/IP, VLANs, Wi‑Fi, and network connectivity
- Basic knowledge of VPN, VoIP, and videoconferencing
- Basic knowledge of VMware and virtualization
- Basic knowledge of MS Visio and Adobe products
- Basic knowledge of DOS commands / command line
- ITIL certification required
- Fluency in French, Dutch, and English is essential
- Valid driving licence
- Self-reliance, attention to detail, strong organizational skills, analytical thinking, solution-oriented mindset, proactivity, a strong sense of responsibility, clear communication, and the ability to work as part of a team
Core Competencies
Demonstrates expertise in IT Support and Service Desk operations, with strong capabilities in troubleshooting Windows 10/11, Microsoft 365, and network connectivity issues. Proficient in user account management through Active Directory and experienced in utilizing Helpdesk systems for ticket tracking and incident resolution.
Highest-signal resume keywords
- Windows 10/11 Troubleshooting
- Microsoft 365 Support
- Active Directory Management
- TCP/IP and Network Connectivity
- ITIL Certification
Hard Skills
- Windows 10/11
- Microsoft 365
- Active Directory
- TCP/IP
- Wi‑Fi
- VPN
- VoIP
- Helpdesk Systems
- VMware
- Dos Commands
Soft Skills
- Attention to Detail
- Organizational Skills
- Analytical Thinking
- Clear Communication
- Team Collaboration
Certifications & Qualifications
- ITIL Certification
Industry Keywords
- IT Support
- Service Desk
- Desktop Support
- Onsite Support
- User Equipment Deployment
Tools & Technologies
- Helpdesk System
- PCs
- Printers
- Peripherals
- Videoconferencing Systems
- Smartphones
- MS Visio
- Adobe Products
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