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# IT Service Desk Support Engineer

- **Company:** EngiFlex
- **Location:** Brussel, Belgium
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Confluence, JIRA, Microsoft Outlook, System Configuration, IBM Hardware Management Console, Microsoft Office, Microsoft SharePoint
- **Published:** October 23, 2026
- **Apply:** https://www.careerjet.be/jobad/bef702bd8ef01993dbce25401b7b79fd87

## About the Role

* You have at least 5 years of professional experience in a Service Desk team.
 * You have an IT background and relevant education.
 * You have solid experience with end-user support, hardware management and independent incident analysis.
 * You are comfortable troubleshooting and configuring Windows workstations.
 * You have practical experience with Microsoft Office applications such as Word, Excel, Outlook and SharePoint.
 * You can support users on Microsoft Teams, mobile phones and Teams phones. Experience in troubleshooting and configuration is an asset.
 * You have experience with Jira, Confluence or similar tools.
 * You can draft clear operational documentation and Standard Operational Procedures in English.
 * Knowledge of ITIL and an ITIL certification are a plus.
 * You communicate well and enjoy direct contact with end users, in person, by phone and by e-mail.
 * You are structured, proactive, eager to learn and precise in administration.
 * You are bilingual in Dutch and French, with a good written level of English.

## Description

Within the IT support organisation, you join the first line team that handles technical incidents and user support. The environment works with three support levels: first line for day-to-day troubleshooting and user assistance, second line for more general technical analysis, and third line for application-specific or infrastructure-related escalation.
An ITIL-based way of working is in place.
In this role, you:

 * Handle first line service desk activities, including incident follow-up and technical troubleshooting for Windows workstations, end-user hardware and phones.
 * Support users with day-to-day issues related to PCs, mobile phones, Teams phones and the Microsoft Office environment.
 * Carry out documented operational tasks linked to device preparation and end-user assistance.
 * Register, track and follow up tickets accurately, with punctual administrative handling.
 * Improve the knowledge base by writing practical troubleshooting guides, SOPs, checklists and communication templates.
 * Translate recurring issues and lessons learned into clearer support procedures and documentation.
 * Work closely with second and third line colleagues to refine processes, documentation and escalation practices.