Requirements: English
Company: YER Belgium
Region: Leuven , Flanders
About the Role
As an IT Support Engineer, youll be the first line of support for our active customer base, ensuring prompt and effective resolution of IT-related issues. Youll be part of a geographically focused support team, working in close collaboration with the Operations Manager and other experts in the organization. Your role is key to maintaining high customer satisfaction and operational excellence by handling technical incidents, resolving infrastructure problems, and supporting IT-related service delivery.
Key Responsibilities
- Serve as the primary contact for IT support via phone, email, and ticketing system; convert all incoming requests into cases for proper follow-up and visibility.
- Take ownership of support cases from start to finish, escalating only when necessary.
- Deliver hands-on and remote support services including:
- Employee onboarding/offboarding.
- Installing and configuring IT equipment (e.g., printers, routers).
- Basic troubleshooting of networks, infrastructure, and software.
- Security awareness training sessions for customers.
- Use monitoring, inventory, backup, and patch management tools to diagnose and support customer environments effectively.
- Schedule and plan support interventions (remote or onsite), keeping customers informed about progress.
- Engage with external vendors and internal consultants when needed to resolve complex issues.
- Log activities accurately in the case management system and ensure documentation is updated or corrected when required.
- Identify service improvement opportunities and relay them to the sales and operations teams.
- Stay up to date through ongoing training related to company services, tools, and technologies.
Requirements & Qualifications
- Education & Experience: Bachelors degree in IT or equivalent professional experience.
- Languages: Fluent in Dutch and English; French is a strong plus.
- Drivers License: Valid Category B driving license.
- Technical Skills:
- Proficient in Active Directory, Microsoft 365, DNS, DHCP, Teams, SharePoint, Exchange Online, and Intune.
- Basic networking and Windows 10/11 knowledge; familiarity with firewalls (PfSense), VPNs (OpenVPN), and Microsoft Partner Center.
- Bonus: Experience with Jira, Linux (Ubuntu/CentOS), VoIP (3CX), monitoring tools (Icinga2, LibreNMS), backups (Bareos, Acronis), security platforms (Phished, Bitwarden), and virtualization (KVM, Open Nebula).
- Personal Traits:
- Customer-focused communicator, comfortable managing tough conversations while maintaining positive outcomes.
- Strong multitasker with the ability to handle multiple cases in parallel.
- Proactive, solution-oriented, and capable of independent decision-making.
- Eager to take ownership and drive improvements in processes and documentation.
- Personality Fit: Ideal candidates will have a red/yellow DISC personality, meaning youre dynamic, communicative, and assertive, thriving in a fast-paced, customer-facing environment.