Technical Support Specialist

Location: GhentLanguages: English and DutchPURPOSE OF THE FUNCTIONOur 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 RESPONSIBILITIESEnd-User & Onsite SupportProvide high-quality, personalized onsite IT support within the client organization, with a strong focus on user experience and responsivenessDiagnose and resolve hardware and software issues across Windows (PC), macOS, and iOS environmentsAct as an escalation point for complex issues originating from the Global Service Desk or remote support teamsDeliver professional and approachable support to users at all levels, including senior stakeholders within the client organizationLog, categorize, prioritize, diagnose, troubleshoot, and resolve incidents, requests, and standard changesFollow up on assigned tickets and ensure timely resolution for the Ghent campusEscalate issues to appropriate resolver groups when requiredExecute CMDB update tasks following incident resolution or change implementationCommunicate clearly with users, both verbally and in writing, in EnglishFollow established IT processes and procedures defined by the clientProactively propose improvements and contribute to Knowledge Base articlesManage peripherals (installation, connection, and troubleshooting of printers, scanners, multifunction devices, etc.)Support local stock management for campus technologyTrack equipment and changes in location, ensuring accurate updates in the CMDBPerform small- to medium-scale logistics activities (e.g. device moves for new hires or office relocations)Escort third-party technicians during onsite hardware interventionsProvide coaching to users on the correct use of hardware and applicationsBasic administrative & technical knowledge:Account and user managementNetwork hardware and protocols (LAN, WLAN)Backup and restore proceduresAntivirus managementPatch and software distributionScanning and printing solutionsActive Directory / Azure Active Directory / OktaCollaboration & A/V TechnologySupport and maintain collaboration and meeting room technologies within the client environment, including:Neat meeting room hardwareMicrosoft Teams & Microsoft Teams RoomsZoom & Zoom RoomsProvide live onsite support for key meetings, town halls, and large internal eventsPerform routine testing and basic configuration to ensure reliable meeting experiencesCampus Technology OwnershipTake ownership of end-user and collaboration technologies deployed across the client's Ghent campusPerform hands-on onsite infrastructure tasks, including:Network switch patchingWireless access point installation and replacementCoordinate closely with the client's central digital technology, infrastructure, and network teamsNew User OnboardingEnsure a high-quality onboarding experience for new employees within the client organizationPrepare, configure, and hand over end-user devices and accessoriesAct as a visible and welcoming onsite IT contact for new hiresAsset & Service ManagementSupport the full lifecycle of end-user hardware and peripheralsMaintain accurate ticketing and asset information in the client's IT service management systemContribute to local operational documentation and knowledge articlesSKILLS & COMPETENCIES5+ years of experience in a fast-paced and continuously evolving IT environmentProven experience in onsite IT support or a Digital Technology support roleHands-on experience supporting Windows, macOS, and iOS devicesStrong working knowledge of Microsoft 365, Microsoft Teams, and ZoomExperience 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 installationsExperience working with ServiceNowPROFESSIONAL SKILLSStrong customer-service mindset with attention to quality and professionalismClear and structured communication skillsAbility to work independently in an onsite client environment while collaborating with remote teamsWell-organized, reliable, and proactive working stylePREFERREDExperience working in regulated industries such as Life Sciences or Biotech is considered an assetEDUCATION, EXPERIENCE & QUALIFICATIONSBachelor's degree in Computer Science, Information Technology, or equivalent practical experienceAlternatively, a minimum of 5 years of relevant enterprise IT support experienceAt least 3 years of experience in a Service Desk, Infrastructure, or Onsite Support roleExperience working within multi-partner or vendor-based support modelsFamiliarity with modern remote hardware provisioning and configuration practicesExperience with Okta IAM administration and ServiceNowRelevant certifications (e.g. ITIL, cloud-related certifications) are a plus