> Markdown version of [/jobs/ext/1522220-1st-line-support](https://www.wearedevelopers.com/jobs/ext/1522220-1st-line-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st Line Support - **Company:** Ascom - **Location:** Zaventem, Belgium - **Contract:** Permanent contract - **Skills:** Systems Integration, Information Technology - **Published:** July 7, 2026 - **Apply:** https://www.adzuna.be/details/5790088595 ## About the Role * Licence, formation professionnelle ou expérience équivalente en IT ou télécom * Expérience en support client, helpdesk technique ou service * Expérience pratique des systèmes ICT, du réseau et de l'intégration système * Expérience avec les outils de ticketing * Orienté client, communicatif et rigoureux * Excellente maîtrise du néerlandais, du français et de l'anglais (minimum niveau C1 requis dans les trois langues), * Bachelor's degree, professional training, or equivalent experience in IT or telecom * Experience in customer support, technical helpdesk, or service operations * Hands-on experience with ICT systems, networking, and system integration * Experience with ticketing systems * Customer-focused, communicative, and detail-oriented * Fluent in Dutch, French, and English (minimum C1 level required in all three languages) ## Description En tant que First Line Support Engineer, vous fournissez un support technique de premier niveau. Vous diagnostiquez et résolvez les incidents simples, les demandes de service et les notifications système, tout en assurant une documentation précise. Les problématiques plus complexes sont escaladées vers le support de second niveau. Vos responsabilités : * Premier point de contact pour les demandes, incidents et alertes * Résolution des problèmes standards matériels, logiciels, réseau et utilisateurs * Dépannage selon des procédures établies et bases de connaissances * Enregistrement et documentation précis des tickets * Escalade des incidents non résolus ou à fort impact avec une documentation complète * Information professionnelle des clients sur le statut et l'avancement * Identification des problèmes récurrents pour améliorer les processus et outils What you'll do As a First Line Support Engineer, you provide first-line technical support. You diagnose and resolve simple incidents, service requests, and system alerts, ensuring accurate documentation and follow-up. More complex issues are escalated to 2nd Line Support., * First point of contact for service requests, incidents, and alerts * Resolve standard hardware, software, network, and user issues * Perform troubleshooting using established procedures and knowledge bases * Accurately log and document tickets in the service management system * Escalate unresolved or high-impact incidents with full documentation * Keep customers informed promptly and professionally * Identify recurring issues to improve processes and tools, * Bachelor, professionele opleiding of gelijkwaardige ervaring in IT of telecom * Ervaring in customer support, technische helpdesk of service operations * Praktische ervaring met ICT-systemen, netwerkconfiguratie en systeemintegratie * Ervaring met ticketingsystemen * Klantgericht, communicatief sterk en nauwkeurig * Uitstekende kennis van Nederlands, Frans en Engels (minimaal C1-niveau in alle drie talen), * Technologie à fort impact : Vous travaillez avec des solutions ICT de santé qui font la différence au quotidien. * Impact visible dès le premier jour : Vos solutions aident immédiatement les clients. * Développement et évolution : Formation, mobilité interne et base solide pour votre carrière IT. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [AI Agents & Agentic AI](https://www.wearedevelopers.com/videos/2017-ai-agents-agentic-ai) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Physical AI: The Era of Intelligent Machines](https://www.wearedevelopers.com/videos/100141-physical-ai-the-era-of-intelligent-machines) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) - [Boost Productivity with AI: Figma & Playwright MCP Workflows - Aris Markogiannakis](https://www.wearedevelopers.com/videos/1768-boost-productivity-with-ai-figma-playwright-mcp-workflows-aris-markogiannakis) ## Related Articles - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [How to Find Tech Jobs in Amsterdam](https://www.wearedevelopers.com/magazine/279-how-to-find-tech-jobs-in-amsterdam) - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)