- we are looking for a 1st Line Support Engineer who will be the first point of contact for internal users with IT questions and technical issues.
- You are part of the helpdesk and ensure that users are helped quickly and professionally.
- It is a real first line support function, with a focus on registering, analyzing and resolving basic incidents.
- More complex technical issues are forwarded to the 2nd line support teams in a timely manner.
YOUR RESPONSIBILITIES:
- Answering incoming phones and IT support requests.
- Registering and following up on tickets.
- Executing first-line solutions to common IT problems.
- Resetting passwords and managing user accounts.
- Supporting users with basic questions about hardware, software and Microsoft environments.
- Correct documentation of incidents and actions taken.
- Escalating incidents to 2nd line support when:
- the problem is more complex;
- specialised knowledge is required;
- the intervention is expected to take more than 15 minutes to complete.
YOUR PROFILE:
- You have a strong interest in IT and user support.
- Several years of experience within a helpdesk or support environment
- You work in a customer-oriented, patient and communicative way.
- You can set priorities and remain calm under pressure.
- You can be deployed flexibly between the Ostend and/or Bruges locations.
📌 1st line support engineer (España)
🏢 Onesource Consulting
📍 España
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