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1st line support engineer

  • Provide first and second line support through telephone, mail, chat and self-service tickets to ensure courteous, timely, and effective resolution of end-user issues
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs
  • Make a correct analysis of the incident/request
  • Encode the incident/request in a Service Management Tool
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Through troubleshooting, incident correlation and knowledge articles find a solution or workaround for the interruption the incident is causing
  • Once the solution or workaround has been implemented, close the life cycle of the incident
  • Inform the user about the status of the ticket
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Follow-up the different cases and respect SLA's
  • You have

  • a few years experience in the ICT-world or you have a training in the ICT
  • a very good knowledge of Dutch, French and English (verbal and written)
  • a basic knowledge of network and hardware
  • a good knowledge Win 7, Win 8, Win 10, ITIL, Active Directory (theoretical knowledge),
  • You are:

  • Stress resistant
  • Flexible (shift system)
  • Punctual
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    1st line support engineer

    Contract type: 
    Support Engineer
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