Desktop Support Engineer
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We are looking for a skilled and customer-focused Desktop Support Engineer to provide 1st and 2nd line IT support to end users in Liège, France.
The ideal candidate will have hands-on experience in desktop support, Windows environments, Microsoft 365 and Active Directory, alongside excellent communication skills in both French and English.
Key Responsibilities
- Provide 1st and 2nd line IT support to end users for hardware, software and desktop-related issues.
- Troubleshoot and resolve issues involving Windows 10/11, Microsoft 365, Outlook, Teams, printers and peripherals.
- Install, configure, maintain and upgrade desktops, laptops, operating systems and business applications.
- Manage user accounts, password resets and access permissions through Active Directory and Azure AD (Microsoft Entra ID).
- Support device provisioning, software deployment, patching and IT asset management.
- Troubleshoot network connectivity, VPN, Wi-Fi and remote access issues.
- Log, track, prioritise and resolve incidents and service requests using ITSM tools such as ServiceNow or Jira.
- Provide both remote and face-to-face technical support to end users.
- Escalate complex technical issues to infrastructure and application support teams.
- Maintain technical documentation and follow IT security policies and procedures.
- Ensure incidents and service requests are resolved within agreed SLAs.
- Previous experience in Desktop Support, IT Support or Service Desk Engineering.
- Hands-on experience providing 1st and 2nd line IT support.
- Strong knowledge of Windows 10/11 operating systems.
- Good understanding of Microsoft 365, Outlook and Microsoft Teams.
- Experience with Active Directory and Azure AD (Entra ID).
- Knowledge of hardware troubleshooting, laptop/desktop configuration and printer support.
- Basic networking knowledge, including TCP/IP, VPN, Wi-Fi and connectivity troubleshooting.
- Experience using ITSM ticketing systems such as ServiceNow or Jira.
- Excellent troubleshooting and problem-solving skills.
- Strong customer service and communication skills.
- Fluent in both French and English.
- Microsoft certifications such as MS-900, MD-102 or CompTIA A+.
- Experience with Intune and endpoint device management.
- Knowledge of SCCM / Microsoft Configuration Manager.
- Experience with software deployment, patch management and IT asset management.
- Previous experience supporting international or multilingual user environments.
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