L3 / Senior IT Support Engineer - Factory & Onsite Support (Gent, Belgium)

We are seeking experienced L3 IT Support Engineers to provide advanced onsite IT support within enterprise office and factory environments in Belgium

The successful engineers will provide senior-level technical support across end-user computing, factory IT, servers, networks, Active Directory, security, monitoring and shop-floor technology while supporting stable and resilient business operations., The L3 Engineer will be responsible for:

• Providing advanced L3 onsite technical support to office and factory users.
• Diagnosing and resolving complex hardware, operating system, application and infrastructure incidents.
• Supporting Windows client and server environments.
• Supporting Linux environments where required.
• Managing and troubleshooting Active Directory accounts, clients, Organizational Units, Group Policies and related domain services.
• Supporting Azure/Active Directory-related endpoint environments.
• Troubleshooting LAN, WLAN, TCP/IP, DNS and DHCP issues.
• Supporting server rooms and associated infrastructure including power and UPS systems.
• Supporting factory and shop-floor IT equipment.
• Supporting devices such as PCs, laptops, PDAs, scanners and other factory-connected equipment.
• Performing OS deployment, imaging, provisioning and application installation.
• Troubleshooting computer hardware and peripherals.
• Supporting enterprise printers and resolving both printer-side and server-side printing problems.
• Managing endpoint patching, antivirus deployment, updates, monitoring and reporting.
• Supporting enterprise cybersecurity requirements and security remediation activities.
• Supporting monitoring platforms, alerts, triggers and troubleshooting false alerts.
• Supporting server, network, storage and plant-monitoring solutions.
• Performing lifecycle management of factory and onsite IT equipment.
• Supporting upgrades and rollout activities for enterprise and factory applications.
• Rolling out tools such as:
• SCCM
• WSUS
• MDT
• Inventory Management Tools
• Qualys
• Performing major patch updates on factory equipment and printers.
• Supporting cybersecurity patching activities.
• Performing secure disposal and disk-wiping activities where required.
• Using enterprise incident and service-management tools to manage incidents, service requests and escalations.
• Developing or using PowerShell scripts where required.
• Producing and maintaining technical documentation.
• Validating technical requirements and deliverables.
• Training and educating internal users where required.
• Identifying recurring technical issues and proposing permanent improvements.
• Working closely with remote infrastructure, network, security and application teams.
• Acting as a senior technical escalation point for L1/L2 engineers.
• Supporting the establishment and adoption of global IT standards.
• Ensuring implemented solutions comply with operational and security requirements., Depending on the assigned service function, engineers must be prepared for:
• Standard office-hours support.
• Flexible working hours.
• Shift rotation where applicable.
• On-call rotation where applicable.
• Weekend support when required.
• Planned maintenance, upgrade and rollout activities outside normal business hours when necessary.

Candidates should have strong hands-on knowledge in most of the following areas: End-User Computing

• Windows desktop operating systems
• iOS and Android devices
• PC and laptop hardware
• Hardware troubleshooting
• Software installation and troubleshooting
• OS imaging and provisioning
• Enterprise endpoint management

Server & Infrastructure

• Excellent knowledge of Windows Server
• Good working knowledge of Linux
• OpenVMS knowledge is an advantage
• Server-room infrastructure
• Power and UPS systems
• Basic database environment knowledge
• Storage technologies

Microsoft Infrastructure

• Active Directory
• Organizational Units
• Group Policy
• Domain Controllers
• Azure
• SCCM
• WSUS
• MDT
• PowerShell

Networking

• LAN
• WLAN/Wi-Fi
• TCP/IP
• DNS
• DHCP
• Basic-to-advanced network troubleshooting

Security

• Antivirus deployment and management
• Endpoint security
• Patch management
• Vulnerability remediation
• Enterprise cybersecurity solutions
• Qualys or equivalent vulnerability-management tools

Monitoring

Experience supporting monitoring environments including:

• Monitoring alerts
• Monitoring items and triggers
• Alert configuration
• False-alert troubleshooting
• Proactive infrastructure monitoring

Experience with tools such as Zabbix or equivalent enterprise monitoring platforms is advantageous. Factory / Shop-Floor Technology

Experience supporting industrial or manufacturing environments will be highly desirable, including:

• Shop-floor PCs
• PDAs
• Barcode scanners
• Factory printers
• Production-related client devices
• Factory servers
• Network infrastructure
• Storage
• Plant monitoring systems
• Factory applications and associated IT equipment

Candidates should possess:

• Excellent understanding of ITIL processes.
• Strong incident-management and problem-resolution experience.
• Hands-on experience with enterprise incident-reporting or ITSM tools.
• Ability to manage escalations and coordinate technical resolution across multiple support teams.

ITIL certification is preferred/recommended.

Candidates should have:

• Minimum 4+ years of relevant enterprise IT support experience.
• Proven L3/Senior technical support experience.
• Experience supporting large enterprise environments.
• Previous experience within manufacturing, automotive, industrial or factory environments is highly desirable.
• Experience supporting multiple technologies and resolving complex technical incidents independently.

The successful candidate must demonstrate:

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving capability.
• Ability to independently resolve complex problems.
• Strong customer-service orientation.
• Ability to manage multiple assignments simultaneously.
• Ability to work under pressure and stringent timelines.
• Ability to work independently and as part of a global team.
• Critical-thinking capability.
• Ability to evaluate problems from different technical perspectives.
• Strong technical documentation skills.
• Ability to communicate complex technical information clearly.
• Proactive approach to identifying and implementing improvements.
• Leadership skills and ability to support junior engineers.
• Ability to work with ambiguity and progressively develop appropriate solutions.

Belgium

• Fluent/professional Dutch/French/German
• Strong professional English, We are particularly interested in engineers who combine strong end-user support experience with infrastructure and factory IT knowledge.

The ideal candidate should be capable of working as the senior technical escalation point onsite, independently troubleshooting issues while coordinating with remote resolver groups, infrastructure teams, application teams, network teams and cybersecurity specialists.