Medior First Line Technical Support

Medior First Line Technical Support & Service Desk - 6 months - Brussels Belgium

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About the Role

RELYzIT Talent is seeking a Medior First Line Technical Support & Service Desk professional for a freelance assignment with our client in Brussels. This is a unique opportunity to join a collaborative, high-impact IT team where your expertise will directly shape the daily experience of hundreds of users. You’ll be at the frontline of technical troubleshooting, knowledge sharing, and process improvement—empowering the organization to operate at its best.

Why This Role Matters

As the first point of contact for IT support, you are the linchpin between users and seamless technology. Your work ensures business continuity, rapid incident resolution, and a culture of continuous improvement. By refining documentation and collaborating across teams, you’ll help transform reactive support into proactive excellence—making a measurable difference in how technology empowers people every day.

Key Responsibilities

• Act as a core member of the first line Service Desk, handling technical troubleshooting for workstations, phones, and end-user environments.
• Manage incident tickets with precision, ensuring timely follow-up and resolution in line with ITIL operations.
• Support PC Desk and Office Assistance tasks, including preparing IT equipment and assisting users with Microsoft Office suite questions, training, and documentation.
• Continuously improve the knowledge base by creating practical checklists, mail templates, and troubleshooting guides based on lessons learned and feedback from second and third line specialists.
• Collaborate with second and third line teams (internal generalists, developers, and external IT service providers) to enhance procedures and documentation.
• Deliver clear, user-focused communication via physical presence, phone, and email, ensuring a positive support experience.
• Contribute to a culture of learning and initiative, sharing insights and best practices with the wider IT team.

Technical Skills & Tools

• Proven professional experience (5+ years) in a Service Desk or similar IT support environment (mandatory).
• Expertise in troubleshooting and configuring Windows workstations.
• Advanced knowledge of Microsoft Office tools: Word, Excel, Outlook, SharePoint.
• Expert-level support for Microsoft Teams and Teams Phones.
• Hands-on experience with mobile phone troubleshooting and configuration.
• Hardware management and end-user device preparation.
• Experience with Atlassian Jira and Confluence (or similar ticketing and documentation tools).
• Demonstrated ability to draft and maintain Standard Operational Procedures (SOPs) and technical documentation in English.
• ITIL certification (intermediate or higher) is a strong plus.

Language Proficiency

• Bilingual proficiency in Dutch (NL) and French (FR) is required.
• Strong written and spoken English for documentation and team communication.

Other Requirements

• IT-related educational background (mandatory).
• Additional experience in other IT functions is a plus.
• Team player with excellent communication skills and a proactive, eager-to-learn mindset.
• Ability to investigate problems independently and drive solutions.
• Highly organized, structured, and punctual in administrative tasks.
• Experience working within ITIL or similar operational frameworks.
• Availability for partial remote work (up to 20% telework after initial training period).

What We Offer

• A genuine collaborative team spirit and a builder-first culture.
• On-the-job training and exposure to a wide range of infrastructure and technologies.
• Room for initiative and personal growth.
• Opportunity to work with elite tech talent and contribute to impactful projects.

Project Details

• This is a freelance position for a 6-month project based in Brussels, Belgium.
• Partial remote work is possible after the initial onboarding period.

Ready to build the future with RELYzIT Talent? Upload your CV now and join a community where elite builders drive real impact.