Support Agent
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Onsite L1 Support Agent
Location: Zaventem, 100% Onsite
Start Date: ASAP
Duration: 3 months, with the possibility of extension
Responsibilities:
- Serve as the first point of contact for IT incidents and service requests via phone, email, and ticketing tool.
- Log, categorize, and prioritize tickets accurately in the ITSM system.
- Resolve L1 issues such as password resets, account management, hardware/software troubleshooting, and connectivity.
- Escalate unresolved incidents to L2/L3 with clear documentation and follow-up.
- Ensure SLA compliance and keep end users informed of ticket status.
- Contribute to the knowledge base by documenting recurring issues and solutions.
Technical Skills:
- Proficiency in Windows 10/11 and MS Office 365.
- Experience with ITSM ticketing tools (e.g., ServiceNow, Jira, Remedy).
- Knowledge of Active Directory and user account management.
- Basic networking and VPN troubleshooting skills.
- ITIL foundation knowledge.
- Experience in a retail or large-scale environment is a plus.
Soft Skills:
- Customer-oriented approach.
- Ability to handle stress effectively.
- Clear communication skills.
- Team player mentality.
Language Proficiency:
Dutch, French, and English.
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