Support Engineer

Freelance | Service Desk Engineer | Multiple locations in Belgium

We are working with a fast-growing consultancy company that delivers tailored IT solutions and services. We're looking for a proactive and customer-focused 1st Line Service Desk Engineer to join our dynamic support team.

Job Overview

As a 1st Line Service Desk Engineer, you will be the first point of contact for IT-related issues and queries. You will provide initial support and troubleshooting for hardware, software, and networking problems, ensuring high-quality and timely resolutions or escalations to 2nd/3rd line teams as necessary.

Key Responsibilities

• Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
• Log and track all incidents and service requests in the ITSM system.
• Diagnose and resolve basic technical issues, including hardware, software, printers, and network connectivity.
• Escalate complex issues to the appropriate support tiers.
• Provide timely updates and follow-ups to users on the status of their tickets.
• Assist with onboarding/offboarding processes (e.g., account setup, access rights).
• Document troubleshooting steps and solutions in the knowledge base.
• Maintain a high level of customer service and professionalism at all times.

Skills & Experience Required

• Previous experience in a 1st line support or IT helpdesk role (minimum 6–12 months preferred).
• Strong understanding of Windows OS, Office 365, and basic networking.
• Experience with Active Directory, password resets, and user account management.
• Excellent communication and interpersonal skills.
• Ability to prioritise tasks and work under pressure in a fast-paced environment.
• Customer-service focused with a positive, can-do attitude.