Service Desk Engineer

Function

We're looking for an enthusiastic and eager-to-learn professional to become a valued member of our client's team in a dual-role position. This unique opportunity combines first-line support responsibilities with system engineering monitoring tasks, with the allocation between the two roles varying based on workload.

In the first-line support role (50%), your key responsibilities will include:

• Analyzing, managing, and resolving IT incidents and service requests from customers through telephone or the ticketing system according to documented procedures.
• Ensuring quality in ticket information and contributing to the maintenance of documentation.
• Forwarding tickets that cannot be managed to other teams and updating customers on major incidents.
• Creating and managing tickets with external vendors when incidents or support requests arise.

In your system engineering monitoring role (50%), your responsibilities will involve:

• Implementing proactive monitoring of systems and applications while handling alerts and coordinating resolution efforts.
• Addressing Level 1 and Level 2 incidents, either diagnosing, resolving, or escalating to specialized teams.
• Maintaining and expanding the technical knowledge base and operational processes.
• Working with the IT teams to ensure seamless communication and high service levels, contributing to the continuous improvement of services.
• Automating recurring tasks using scripting languages, such as PowerShell, Bash, or Python.

The ideal candidate will have a Bachelor’s degree in IT or equivalent experience in operations or IT Service Desk environments. You should possess:

• Excellent command of French and/or Dutch, with knowledge of technical English.
• A responsible, flexible, and communicative nature, focused on customer service, coupled with curiosity and a willingness to learn.
• Strong team collaboration skills with excellent analytical capabilities and attention to detail.

Both teams operate in shifts from 6:30 a.m. to 6:00 p.m., with approximately 90% of the time starting at 6:30 a.m.

Your technical proficiency should include a good understanding of Windows, Office, and Teams. Knowledge of a Linux environment, networking basics (DNS, firewall, routers, LAN/WAN, VPN), and experience with monitoring tools (such as SCOM, Dynatrace, JMeter, Fiddler, and Prometheus) will be highly valued. Experience with middleware systems, data formats (like XML and JSON), and basic knowledge of databases (IBM i DB2, SQL) are also advantageous. The ability to automate tasks with scripting languages, including PowerShell, Bash, and Python, is a plus.

The required languages for this role are French and Dutch (both mandatory), with English also being essential.

Contactperson & Reference

• Reference #: INW26867
• Marilyn Weytens
• marilyn.weytens@i4m.be