Medior First Line Technical Support Consultant

• Participate as a member of the first line team on the Service Desk technical troubleshooting level.
• Handle day-to-day Service Desk tasks and ticket management with a focus on incident follow-up.
• Improve the knowledge base and create practical checklists and troubleshooting steps based on lessons learned and information from second and third line specialists.
• Interact with second and third line personnel to enhance procedures and documentation.

• Proven professional experience in a Service Desk team (5+ years) is mandatory.
• Windows workstation troubleshooting and configuration.
• Mobile phones & Teams phones troubleshooting and configuration is a plus.
• An IT background (and education) is mandatory.
• Other professional experiences in another IT function is a plus.
• Practical knowledge of Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint).
• Experience with Atlassian Jira (or similar) and Atlassian Confluence (or similar).
• Experience in Standard Operational Procedure (SOP) and documentation drafting (in English).
• Certification in ITIL is a plus.

General Skills:

• Team player with strong communication skills, capable of direct contact with end users (physical, phone, and e-mail).
• Eager to learn and proactive in problem-solving.
• IT allrounder, able to investigate problems independently.
• Very well organized and structured.
• Punctual in administration.
• Bilingual NL/FR and good level of EN (writing)., * CERTIFICATION ITIL - Level: Intermediate - Most recent: Any time
• Confluence - Level: Intermediate - Most recent: Any time
• END USER SUPPORT - Level: Expert - Most recent: Any time
• HARDWARE MANAGEMENT - Level: Expert - Most recent: Any time
• Jira - Level: Intermediate - Most recent: Any time
• Microsoft Office - Level: Advanced - Most recent: Any time
• Microsoft Teams - Level: Expert - Most recent: Any time
• MOBILE PHONE - Level: Expert - Most recent: Any time
• STANDARD OPERATIONAL PROCEDURE - Level: Expert - Most recent: Any time
• TEAMS PHONE - Level: Expert - Most recent: Any time
• Windows - Level: Expert - Most recent: Any time

Language requirements:

Dutch or French Level Native or bilingual proficiency English Level Professional working proficiency