ICT Support Engineer

The ICT Support Engineer is responsible for providing day-to-day support to end users within AED group’s international environment, with a strong focus on modern cloud platforms, Microsoft 365, Entra ID, Intune, endpoint management, security awareness and business applications such as Microsoft Business Central. The role combines first-line and field support with an active contribution to improving digital workplaces, procedures and the overall user experience.

You will work as part of a compact and dynamic ICT team responsible for supporting users, infrastructure, cloud services and business applications across Belgium, the Netherlands, France, Germany, the United Kingdom and other AED entities. You will be the first point of contact for colleagues, helping them quickly, accurately and in a customer-focused way with technical questions, access issues, workplace problems, mobile devices, cloud applications and operational ICT processes.

In addition to resolving incidents, you will support the further professionalization of AED’s ICT environment. You will contribute to onboarding and offboarding, user and access management, device lifecycle management, documentation, self-service, automation and the adoption of modern tools such as Microsoft Teams, SharePoint, OneDrive, Power Platform and Copilot. Where needed, you will coordinate with internal specialists or external suppliers, while remaining responsible for clear follow-up towards the end user.

The core purpose of this role is to deliver high-quality support in a hybrid cloud environment, where speed, clear communication, security, standardization and user satisfaction are key.

Your key responsibilities include:

• Operational duties:
• Receiving, registering, analysing and resolving incidents and service requests for international end users
• Following up on incidents, changes and user requests through the internal ITIL process, with clear communication to the requester
• Supporting onboarding, offboarding and role changes, including accounts, licences, devices, access rights and basic instructions
• Managing user accounts, groups, roles and basic permissions in Microsoft Entra ID, Microsoft 365 and relevant business applications
• Contributing ideas for technical solutions and process improvements that increase efficiency, security and user satisfaction
• Ensuring that solutions are aligned with AED ICT guidelines on security, standardization, lifecycle management and cloud-first working
• Managing user hardware such as laptops, smartphones, tablets, warehouse devices, printers and peripheral devices
• Configuring and supporting modern workplaces using Citrix Virtual desktops, Windows 11, Microsoft 365, Teams, OneDrive, SharePoint, Intune and endpoint security
• Keeping asset information, CMDB data, user documentation, knowledge articles and work instructions up to date
• Identifying recurring issues and proposing structural improvements, automation or self-service solutions

• You preferably hold a bachelor’s degree in ICT, a graduate degree in systems and network administration, or have equivalent experience in a support, helpdesk or modern workplace role
• You are service-oriented, communicative, eager to learn, accurate and stress-resistant, with a strong focus on end users and clear follow-up
• You have a good command of Dutch and English; knowledge of French, German or other languages is an asset in our international context
• Knowledge of ITIL, ticketing, incident management, change management and documentation-focused working is an advantage
• You enjoy working as part of a team, but are also able to set priorities independently and take ownership of assigned tickets or tasks
• You communicate clearly with internal customers and translate technical information into understandable language
• You have a positive “problems become challenges” mindset and actively look for sustainable solutions
• You correctly apply procedures, security guidelines and governance agreements, and help improve them where needed
• You are hands-on, solution-oriented and willing to quickly learn new technologies and AED-specific processes
• You are willing to travel occasionally within Europe to support AED branches or project-based rollouts

Technical skills:

Required:

• Working knowledge of Windows 11, Microsoft 365, Teams, Outlook, SharePoint and modern workplace support
• Basic knowledge of Microsoft Entra ID, user management, MFA, groups, licences and access management
• Experience with device management through Microsoft Intune, endpoint security, Windows updates, policies and basic troubleshooting
• Experience with ITIL tools, remote support, hardware troubleshooting and clear user communication
• Basic knowledge of Microsoft Dynamics NAV/Business Central, or the willingness to quickly build functional support knowledge in this area

Nice to have:

• Experience with Thin client management platforms on deploy and support process flows
• Knowledge of hybrid environments with Active Directory, file services, print services, remote desktop or virtual desktop concepts
• Basic networking knowledge: LAN, Wi-Fi, VPN, routing, DNS, DHCP and connectivity troubleshooting
• Interest in supporting secure environments and security processes such as endpoint protection, phishing awareness, conditional access and incident follow-up
• Basic knowledge of or interest in RFID, warehouse devices, scanners, mobile devices and AV rental-specific logistics processes
• Interest in Copilot, AI tools, knowledge management and creating clear user guides or self-service documentation
• Knowledge of API concepts, integrations or data flows between Business applications and other cloud applications is an advantage

This is a full-time position with a market-based salary package in line with the role.