Requirements: English
Company: Vivid Resourcing
Region: Ghent , Flanders
IT 1st Line Support Engineer - Charleroi
We are looking for an IT 1st Line Support Engineer to join our dynamic IT support team. In this role, you will be the first point of contact for all IT-related issues reported by employees. You will be responsible for resolving basic technical problems, providing prompt and efficient support, and escalating more complex issues to the appropriate higher-level support teams. Your role will ensure that employees can continue working with minimal disruption to their workflow.
Responsibilities:
- Provide first-line support to employees via phone, email, or ticketing system for all IT-related issues.
- Record and manage user requests, ensuring all incidents are logged with appropriate details and priorities in the IT service management system.
- Diagnose and resolve basic hardware, software, and network issues, including computer login issues, software installations, and peripheral connectivity (e.g., printers, monitors).
- Assist with password resets, account lockouts, and basic access issues for company systems and applications.
- Troubleshoot and resolve common issues with desktop software (e.g., Microsoft Office Suite, web browsers), operating systems (Windows, macOS), and mobile devices (smartphones, tablets).
- Escalate complex issues to 2nd or 3rd line support teams, providing them with necessary details and troubleshooting steps already taken.
- Ensure timely resolution of escalated tickets, keeping users informed of progress and follow-up actions.
- Monitor ticket progress and closure to ensure all issues are addressed and resolved within agreed SLAs.
- Assist with setting up and configuring new user accounts, hardware (laptops, desktops, printers), and software installations.
- Assist with the deployment of new systems, ensuring they are properly configured for use and that end-users are fully supported during setup.
- Assist with routine maintenance tasks such as checking for system updates and applying patches to ensure that software and hardware are up to date.
- Monitor and report on system health, including antivirus and security software updates, ensuring devices are fully protected.
Additional Details:
- START DATE: Flexible
- DURATION: Long term
- CONTRACT: Freelance
- ONSITE POLICY: Hybrid
- HOURS PER WEEK: 40
- LANGUAGES: English and French
- INTERVIEW PROCESS: One stage
If you are interested or know anyone who could be a good fit please send your CV to matthew.pring@vividresourcing.com or call +32 (0) 331 882 88