IT Support Level 1 & Level 2

This IT Support Level 1 & Level 2 role is a consultancy mission delivered by Keystone Solutions. You will be employed by Keystone Solutions and work closely with our client, primarily on-site (with possible hybrid arrangements), embedded in their IT team while benefiting from Keystone Solutions' community, coaching, and training. Our client is a key player in mobility, managing around 1000 parking lots across 9 European countries. To better serve its 100 million annual customers, the client is transforming into a more digitally oriented player. As an IT Support specialist, you will act as a vital link between technology and users, providing technical assistance and support related to computer systems, hardware, or software. All responsibilities below will be performed as a Keystone Solutions consultant, in partnership with the client's IT department., As a Keystone Solutions consultant, you will operate embedded within the client's organization, collaborating with their teams while being backed by Keystone Solutions' expertise, tools, and mentorship. Expect frequent on-site interactions with users, hands-on troubleshooting, and coordinated work with client stakeholders and Keystone Solutions experts to ensure efficient, high-quality support aligned with agreed service levels., As an IT Support specialist, you will provide technical assistance and support related to computer systems, hardware, or software. You will carry out the following responsibilities under Keystone Solutions' consultancy model, working closely with the client:

• Incident Management: Act as the first responder for IT support requests, logging and prioritizing issues through the ITSM ticketing system.
• Troubleshooting: Diagnose and resolve common issues related to desktops, laptops, printers, mobile devices, and basic network connectivity, including Wi-Fi and VPN.
• Account & Access Management: Manage user lifecycles, including account creation, password resets, and access management for systems like Microsoft 365 in a hybrid environment.
• Software Support: Assist with software installations, configurations, and updates for Windows and Microsoft Office environments.
• Escalation: Identify complex issues requiring advanced expertise and escalate them to L3 teams with clear documentation and context.
• Documentation: Maintain accurate records of support activities and contribute to the internal knowledge base.
• Customer Service: Deliver patient, empathetic, and user-friendly support to ensure high satisfaction across the company and group., In this Level 1-2 support mission, you will refine consultant-grade capabilities: empathetic frontline service, crisp stakeholder updates, disciplined ticket hygiene, and precise escalation to L3 teams. You will also deepen hands-on expertise across Windows, Microsoft 365 hybrid, and endpoint tooling (including Intune and Azure), while maintaining security-minded practices in daily support.

Do you have experience in Windows?, We are looking for a proactive individual who combines technical proficiency with excellent interpersonal skills.

1. Technical Skills:

• a. Core Knowledge: Proficiency in Windows environments, Microsoft Office Suite, Active Directory, and hardware troubleshooting.
• b. Networking: Understanding of basic networking principles (TCP/IP, DNS).
• c. Preferred Tools: Experience with Microsoft Azure, Intune, or endpoint management is considered a strong plus.
• d. Languages: Ability to communicate fluently in English (mandatory) and either French or Dutch is required.

2. Soft Skills & Experience:

• a. Experience: Minimum 1 year of experience in an IT support or helpdesk role.
• b. Organization: Strong organizational skills and the ability to prioritize effectively in a fast-paced environment.
• c. Communication: Excellent written and verbal communication skills for both internal and external stakeholders.
• d. Mindset: Strong problem-solving abilities, analytical thinking, and a high level of discretion regarding sensitive data.
• e. Proactive and self-motivated: Ability to anticipate user needs and improve support processes.
• f. Team Player: Ability to work independently while remaining a collaborative member of the IT department.
• g. Flexibility: This role may require occasional flexibility in working hours to accommodate specific IT events or urgent maintenance.

Keystone Solutions invests in your growth with targeted coaching, access to expert communities, and support for certifications across Microsoft 365, Azure, Intune, and ITSM best practices. Expect curated learning paths, peer knowledge-sharing, and on-the-job mentoring to accelerate your progression from Level 1-2 toward more advanced roles. Ambition Skyrocketing within a Consultancy Framework: We provide a clear pathway to evolve your career-grow into Level 3, endpoint management, system administration, or team lead responsibilities through progressively challenging client engagements. You build a portfolio of achievements across multiple environments while Keystone Solutions champions your advancement. Keystone Solutions' Values in a Consultancy Context: Being a K-Stone means bringing excellence, ownership, empathy, and integrity to every client interaction. You will represent Keystone Solutions on-site, translating our values into reliable support, clear communication, and meticulous documentation. We foster a culture of trust and knowledge-sharing so you can deliver consistently outstanding outcomes for the client.