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First Line Helpdesk Engineer
Luik, LuikWe are looking for a first line help desk engineer for 1 of our clients.
Period: immediate - 31/12/2025 (extension possible)
Location: Seraing (On-Site)
Main responsibilities
o Receive and record requests:
o Respond to user requests via the ticketing tool or by telephone (if justified).
o Accurately document each request in the ticket management system.
o Analyze and understand requests:
o Understand the user's request and, if necessary, ask for clarification to complete the information.
o Categorization and prioritization :
o Ensure correct categorization and, if necessary, recategorize requests.
o Apply the appropriate impact level in accordance with incident management processes.
o Handover and collaboration with Level 2 teams:
o Transfer requests to the appropriate teams.
o Collaborate with level 2 support agents to improve the quality of handovers and enhance knowledge.
o Follow-up and inform users:
o Keep users informed of the progress of their requests.
o In the event of a critical incident, communicate rapidly with the relevant team.
o Contribute to the knowledge base:
o Keep knowledge base information up to date.
o Suggest improvements or additions to optimize the service.
All this while ensuring a customer-oriented, fast and high-quality service.
Profile
o IT training or equivalent experience.
o Experience in a similar position, ideally in a multinational organization.
o Fluency in French and English (spoken and written). Knowledge of Dutch is an asset.
Technical knowledge
o Proficiency in ticket management tools
o Good command of Windows 10/11 environments.
o Good command of Microsoft Office 365 tools and Microsoft cloud services.
o Knowledge of common computer peripherals (printers, scanners, workstations, etc.).
o Knowledge of network technology principles (LAN, WAN, DNS, DHCP, VPN, etc.) and IT security best practices.
o Familiarity with ITIL methodologies for incident management, service requests, change requests, etc.
o Proficiency with Atlassian tools (Jira, Confluence) is a plus.
Professional skills :
o Excellent written and oral communication skills, with an ability to popularize technical concepts for non-technical users.
o Customer focus and commitment to quality service.
o Ability to work effectively in a team, with a collaborative spirit and a willingness to share information.
o Organized, rigorous and able to manage priorities in an often dynamic environment.
o Flexibility and ability to adapt to varied or unforeseen situations.
o Curiosity and willingness to learn, with a proactive approach to contribute to the continuous improvement of the service.
o Pragmatic and solution-oriented attitude.
Period: immediate - 31/12/2025 (extension possible)
Location: Seraing (On-Site)
Main responsibilities
o Receive and record requests:
o Respond to user requests via the ticketing tool or by telephone (if justified).
o Accurately document each request in the ticket management system.
o Analyze and understand requests:
o Understand the user's request and, if necessary, ask for clarification to complete the information.
o Categorization and prioritization :
o Ensure correct categorization and, if necessary, recategorize requests.
o Apply the appropriate impact level in accordance with incident management processes.
o Handover and collaboration with Level 2 teams:
o Transfer requests to the appropriate teams.
o Collaborate with level 2 support agents to improve the quality of handovers and enhance knowledge.
o Follow-up and inform users:
o Keep users informed of the progress of their requests.
o In the event of a critical incident, communicate rapidly with the relevant team.
o Contribute to the knowledge base:
o Keep knowledge base information up to date.
o Suggest improvements or additions to optimize the service.
All this while ensuring a customer-oriented, fast and high-quality service.
Profile
o IT training or equivalent experience.
o Experience in a similar position, ideally in a multinational organization.
o Fluency in French and English (spoken and written). Knowledge of Dutch is an asset.
Technical knowledge
o Proficiency in ticket management tools
o Good command of Windows 10/11 environments.
o Good command of Microsoft Office 365 tools and Microsoft cloud services.
o Knowledge of common computer peripherals (printers, scanners, workstations, etc.).
o Knowledge of network technology principles (LAN, WAN, DNS, DHCP, VPN, etc.) and IT security best practices.
o Familiarity with ITIL methodologies for incident management, service requests, change requests, etc.
o Proficiency with Atlassian tools (Jira, Confluence) is a plus.
Professional skills :
o Excellent written and oral communication skills, with an ability to popularize technical concepts for non-technical users.
o Customer focus and commitment to quality service.
o Ability to work effectively in a team, with a collaborative spirit and a willingness to share information.
o Organized, rigorous and able to manage priorities in an often dynamic environment.
o Flexibility and ability to adapt to varied or unforeseen situations.
o Curiosity and willingness to learn, with a proactive approach to contribute to the continuous improvement of the service.
o Pragmatic and solution-oriented attitude.