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# Junior First Line Support

- **Company:** Altherias
- **Location:** Brussel, Belgium (Remote available)
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Linux, Web Browsers, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Microsoft Operating Systems, Microsoft SharePoint, Software Engineering, Cisco WebEx, Office365, Information Technology, Servicenow
- **Published:** August 13, 2026
- **Apply:** https://www.jobinhoreca.com/job/viewjob/3082194/junior-first-line-support.html

## About the Role

* Good spoken and written knowledge of English and French (min. B2).
 * Excellent knowledge of all round IT (Office, Windows).
 * Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
 * Good expertise on informatics environment (Microsoft OS; internet browsing, Linux and MAC OSX).
 * Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)).
 * 1 year of work experience in a similar job (traineeships counting as experience).
 * Experience with ticketing systems (ServiceNow or other Ticketing systems).
 * EU nationality

## Description

* Respond to requests for assistance received from end users by phone, mail or via other interactive platforms - for example: chat tools - etc (Fist-line customer liaison).
 * Diagnose and resolve technical hardware and software issues
 * Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.
 * Record and track all the interactions in the ticketing system (ServiceNow)
 * Monitor progress of incident resolution relative to the appropriate SLA.
 * Managing the incident life-cycle, including closure and verification.
 * Follow up with end users to ensure complete resolution of issues.
 * Participate in reconfiguration and installation of PC environment.
 * Follows standard service desk procedures & processes.
 * Follow up with customers and users to ensure complete resolution of issues.
 * Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.
 * Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
 * Review and keep documentation up to date (SharePoint, Knowledge base, etc.).


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