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Support Agent

  • Vlaams-Brabant, Vlaams-Brabant
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Onsite L1 Support Agent

Location: Zaventem, 100% Onsite

Start Date: ASAP

Duration: 3 months, with the possibility of extension

Responsibilities:

  • Serve as the first point of contact for IT incidents and service requests via phone, email, and ticketing tool.
  • Log, categorize, and prioritize tickets accurately in the ITSM system.
  • Resolve L1 issues such as password resets, account management, hardware/software troubleshooting, and connectivity.
  • Escalate unresolved incidents to L2/L3 with clear documentation and follow-up.
  • Ensure SLA compliance and keep end users informed of ticket status.
  • Contribute to the knowledge base by documenting recurring issues and solutions.

Technical Skills:

  • Proficiency in Windows 10/11 and MS Office 365.
  • Experience with ITSM ticketing tools (e.g., ServiceNow, Jira, Remedy).
  • Knowledge of Active Directory and user account management.
  • Basic networking and VPN troubleshooting skills.
  • ITIL foundation knowledge.
  • Experience in a retail or large-scale environment is a plus.

Soft Skills:

  • Customer-oriented approach.
  • Ability to handle stress effectively.
  • Clear communication skills.
  • Team player mentality.

Language Proficiency:

Dutch, French, and English.