Windows Support Engineer (L1/ L2)

Aufgaben, Kompetenzen und Verantwortung

Role: Windows Support Engineer (L1/ L2)
Location: Ghent, Belgium- Hybrid
Employment Type: Contract- Freelance/ Self-employed/ B2B

Fluent Dutch (C1 level only) & English Speaker

Need immediate joiners


Role description and summary:

  • Desktop Technician will provide day to day local\ remote desktop support, accept, and treat Incident tickets assigned to his/her support queue, and troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system (Service Now)
  • The candidate will provide local onsite support to the customer through deskside visits or by manning the IT Spot walk-up counter
  • Desktop Support Engineer is mainly engaged in break-fix activities, fault diagnosis and resolution of end-user hardware or software issues and questions that require hands-on treatment. Support includes receiving and shipping end user equipment, device reinstallations or swaps, equipment delivery. Procurement of IT material (end-user equipment). Deploy and install PC's (IMAC)
  • Ideal candidate should have minimum 3 years experience in Windows Desktop support


Position Responsibilities and Functions:

  • Provide first/ second level contact and problem resolution for customer issues
  • Work with Third Party Vendors to remediate complex AV issues as needed
  • Provide timely communication on issue status and resolution
  • Maintain ticket updates for all reported incidents
  • Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, other authorized desktop application
  • Install, upgrade, support and troubleshoot for end-user equipment
  • Ensure the ability to deliver equipment and support according to Service Levels. Responsible for the procurement of assets as per work guidelines. Dialog with equipment suppliers and follow-up of orders
  • Manage the local end-user equipment stock/inventory as per process. Be the natural contact for end-users regarding questions around equipment orders
  • Ensure documentation and follow-up communications are performed in a professional way
  • Troubleshoot and resolve system and order issues in the order management systems
  • Provide or assist in reporting requests on as needed basis
  • Performs remedial repairs on Desktops, laptops and any other authorized peripheral equipment
  • Use diagnostic tools to troubleshoot problems associated with network connectivity, and PC hardware/software including mobile phones
  • This position requires the ability to work in a process-based environment requiring flexibility and teamwork. Performs other duties as assigned


Candidate Required Minimum Qualifications and Skills:

  • Minimum of 3 years of IT experience
  • Experience of support end-user devices in an enterprise desktop environment
  • Windows 7-10, Microsoft Active Directory, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions
  • Mobile device management including IOS and Android devices, enterprise encryption solutions
  • Basic experience with Networks and end-user infrastructure systems such as Active Directory, SCCM, Intune, VPN and Antivirus soft
  • Proven analytical, troubleshooting, and problem-solving skills
  • Proven ability to multi-task, effectively determine priorities and meet SLAs
  • Local language (Dutch/Flemish) is mandatory, plus good command of English

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