first line ict support engineer

Your role :

As a First Line ICT Support Engineer, you are the first point of contact for internal users experiencing ICT-related issues. You provide timely, customer-focused support by resolving common incidents and service requests, ensuring minimal disruption to daily operations. When needed, you accurately escalate more complex issues to second line support, contributing to the stability, efficiency, and reliability of our IT environment.

Your responsibilities :

· Act as the primary point of contact for ICT-related incidents and service requests from internal users

· Log, categorize, prioritize, and resolve first-line support requests in line with defined SLAs

· Diagnose and resolve common hardware, software and connectivity issues

· Escalate complex or unresolved incidents to second line support with clear documentation and analysis

· Provide basic support for workplace hardware and software (PCs, laptops, printers, scanners, tablets, access

points)

· Perform user account management tasks (e.g. onboarding/offboarding, password resets, access requests)

· Support standard applications, operating systems and office productivity tools

· Assist with basic network troubleshooting and connectivity checks

· Follow and apply cybersecurity and ICT policies, including awareness of patching and security guidelines

· Document solutions, procedures and FAQs to support knowledge base development

· Guide and support end-users in the effective use of ICT tools and systems

· Participate in ICT rollouts, updates and minor changes under the guidance of second line support.

· Monitor tickets and user feedback to identify recurring issues and improvement opportunities

· Support the implementation of the ICT strategy at an operational level

· Uphold and apply Group Machiels values in daily operations

· Identify recurring problems or user needs and escalate improvement suggestions to your manager

· Contribute to continuous improvement initiatives in a dynamic ICT environment

· Perform other job-related duties as assigned by your manager.

Who you are :

· Bachelor's degree in an ICT-related field or equivalent experience

· –2 years of general ICT experience with basic knowledge of hardware, software and networking

· Ability and willingness to learn new technologies and tools quickly

· Basic understanding of relevant quality standards and the ability to work in accordance with company policies

and management systems

· Dutch and English is mandatory - Knowledge of other languages is a plus

· Solid professional IT knowledge relevant to end-user support and workplace technologies

· Strong analytical and organizational skills

· No specific certifications required

· Good communication skills, problem-solving ability, stress resistance, organised, ownership - Team player and

able to work independently

· Flexible to work outside standard working hours (when required)

What we offer :

· An exciting and varied job at a growing family business

· A dynamic work environment with short communication lines and a warm team where your contribution truly

matters

· A welcoming office where you enjoy working – if only for our fresh soup or your daily portion fruit

· A competitive salary including a full electric company car, an attractive group and hospitalization insurance &

mobile phone