> Markdown version of [/jobs/ext/4708226-support-engineer-dutch-required](https://www.wearedevelopers.com/jobs/ext/4708226-support-engineer-dutch-required). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer (Dutch required) - **Company:** Company VIB - **Location:** Gent, Belgium (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Microsoft Outlook, Microsoft SharePoint, Data Streaming, Systems Integration, User Environment Management, Office365, Microsoft InTune, Information Technology, Performance Monitor - **Published:** November 14, 2026 - **Apply:** https://www.adzuna.be/details/5964889095 ## About the Role * You have experience in an ICT support or service desk role. * You feel confident interacting with end-users and explaining technical topics in a clear, approachable way. * You have a good working knowledge of Windows and/or macOS in an end-user environment. * You are familiar with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint). * You have basic experience with device management concepts (e.g. Intune or similar tools) or are motivated to learn. * You are eager to grow your technical skills step by step. Skills and capabilities * Strong service and customer-oriented mindset. * Good communication skills, both written and verbal. * Structured approach to troubleshooting and ticket handling. * Ability to work well in a team and ask for help when needed. * Willingness to learn and adapt in a technical environment. * Basic understanding of ICT concepts such as hardware, operating systems, and applications. * Fluent in Dutch and English. ## Description The ICT department at VIB ensures that assets, technology, information, and data are managed securely and efficiently. Our focus includes: * Supporting and improving the ICT infrastructure, including networks, hardware, and critical systems. * Enabling digital transformation initiatives across the organization. * Securing and supporting applications, information and data flows, and software integrations. * Helping researchers and support services work efficiently through modern, reliable digital services. Within ICT, our Support & Operations team is the first point of contact for end-users and plays a key role in ensuring a smooth and reliable workplace experience. To strengthen this team, we are looking for a Support Engineer who enjoys helping people, feels comfortable interacting with a wide range of end-users, and wants to contribute to a supportive and collaborative ICT service environment. As a Support Engineer, you will be part of the Support & Operations team and act as the first point of contact for ICT-related questions, incidents, and requests. You support colleagues across the organization in their daily work by resolving issues, providing clear guidance, and ensuring a positive user experience. You will: * Resolve complex cases that would otherwise block or overload specialist teams. * Take over smaller operational tasks from network & infrastructure colleagues where appropriate. * Coach and guide junior engineers, raising the overall technical capability of the Support & Operations team. * Continuously improve support quality through documentation, proactive monitoring and structural problem solving. You will report to the Support & Operations Manager. As a Support Engineer, you will: End-user support & service delivery * Act as the first point of contact for ICT-related incidents and service requests via the supported channels. * Provide friendly, clear, and effective support to end-users, both remotely and on-site. * Resolve common hardware, software, and workplace issues for Windows and macOS devices. * Guide users in the correct use of standard tools and applications. * Ensure proper follow-up, communication, and user satisfaction for assigned tickets. Incident handling & escalation * Analyze issues, perform initial troubleshooting, and resolve problems where possible. * Escalate more complex issues to second-line or specialist teams with clear documentation and context. * Follow up on escalated tickets and keep users informed of progress. Team collaboration & ways of working * Work closely with colleagues within the Support & Operations team to ensure consistent service quality. * Collaborate with other ICT teams by providing accurate information and feedback from end-user interactions. * Follow agreed procedures and contribute to a structured and reliable support process. Documentation & continuous improvement * Document solutions, workarounds, and common issues in the knowledge base. * Signal recurring problems or improvement opportunities to the team. * Contribute ideas to improve user experience, support processes, and service quality.