IT Support engineer

Function

Our client is looking for an experienced IT support professional to strengthen end-user workplace support within a large public-sector environment. This long-term consulting opportunity involves acting as a key point of contact for generic IT needs, supporting users across the full lifecycle of workplace requests, and helping ensure smooth day-to-day operations for internal staff.

Responsibilities

• Serve as the main contact for generic IT-related requests, received via email, chat, phone, or direct contact.
• Provide user support by informing, guiding, and assisting end users with workplace and IT matters.
• Manage onboarding support for new employees and follow up on the new joiner process.
• Arrange workplace equipment for home or office use, submit IT requests, and order required materials through external ordering portals.
• Check that requests are correctly executed in the asset/configuration management system and follow up with service providers when needed.
• Support staff with smartphone configuration, laptop setup, and generic PC-related configurations such as mobile printing and collaboration tools.
• Register, track, and report incidents and requests in the follow-up system.
• Escalate and monitor second- and third-line support cases with specialist teams through incident management channels.
• Identify recurring issues and contribute to finding sustainable solutions.
• Draft and publish knowledge articles for end users and fellow IT support colleagues.
• Maintain inventory control for PCs, peripherals, and generic software licenses.
• Contribute to projects related to workplace infrastructure and IT support services.
• Manage access rights for ICT systems.
• Provide occasional on-site support at external sites when required for operational continuity.

Technical Skills

• Strong general Windows knowledge at first-line support level.
• Proven experience as a helpdesk or support agent in first- and second-line environments.
• Experience with workplace technologies, including Microsoft 365.
• Good understanding of standard office hardware and software.
• Ability to create and maintain ICT documentation, procedures, and administrative records.
• Basic knowledge of ITIL Service Support.
• Experience with standard PC installations.
• Working knowledge of Office and Microsoft 365 at first- and second-line level.
• General knowledge of Active Directory at first- and second-line level.
• General Windows knowledge at first- and second-line level.
• Basic networking knowledge.

Profile

• Completed helpdesk training or equivalent experience demonstrated in practice.
• At least 3 years of relevant experience in a similar support environment is expected for the core technical profile.
• Strong administrative skills and attention to detail.
• Solution-oriented mindset with the ability to identify and resolve recurring issues.
• Structured way of working and good follow-up of tasks.
• Resilient under pressure and able to handle busy support situations effectively.
• Experience within a public-sector environment is a plus.
• Knowledge of internal IT processes in a comparable organization is an advantage.
• A valid driver’s license is required.

Practical Information

• Minimum on-site presence: 4 days per week in Brussels.
• Occasional on-site support at external locations may be required for a limited number of days per month.
• Language requirement: fluent Dutch at CEFR level C2.

Contactperson & Reference

• Reference #: INW27589
• Marilyn Weytens
• marilyn.weytens@i4m.be