First Line Support Employee

As a leading and fast-growing IT company, active throughout Belgium, we are among the top 5 in Belgium. We provide innovative customized solutions for SMEs in every sector, from IT infrastructure to application development and office technologies. With specialized teams and support in three languages, we strive to maximize efficiency and security for our customers. Join a growing company where your talent and expertise really make a difference

As a First Line Support Employee, you will be the first point of contact for our end users. You provide a friendly and professional intake of incoming incidents via phone, email or the service portal. You will gather the right information, accurately record incidents and requests and ensure proper triage and referral to the appropriate teams.

First point of contact

Receive IT notifications via phone, email, chat or portal

Quick and efficient intake to then pass it on to the appropriate department

Working with your team to process calls per day

Verify reporter's identity (name, department, location, user ID)

Check rights or authorizations as needed

Analyzing the notification

Finding out what the exact problem or request is

Mapping the situation (What is not working or what does the user want to achieve, since when has the problem occurred, what actions have already been taken,…)

Classification and estimation of priority

Classify reports as incidents or service requests

Determining priority based on impact and urgency

Clear registration in the ticket system

Structured recording of reports with all relevant information

Adding attachments such as error codes, screenshots or log files

Preparation of clear technical notes on operations performed

Initial technical intervention and escalation

Self-executing simple technical solutions (scripting, reset, reboot, etc.)

If necessary, refer to L1 or L2 support with full context and documentation

Ensuring smooth follow-up on each file

Education & experience

Preferably an education in an IT field (secondary or higher)

School leavers are welcome – a bachelor's degree is not a requirement

Experience in a similar support position is a plus

Interest in IT and desire to learn are more important than years of experience

Technical and personal skills

Strong communication skills, both oral and written

A healthy dose of assertiveness

Structured and accurate in recording and following up on reports

Customer-oriented and empathetic in contact with users

Stress resistant and solution oriented

Languages

Dutch: excellent knowledge

English: excellent knowledge

French: good basic knowledge to help users correctly

• Vouchers: meal vouchers and eco vouchers
• Accessibility: cell phone budget + subscription and laptop with accessories

• Expenses allowance

• Insurance: benefit from comprehensive hospitalization and group insurance plans.

• Double vacation pay and year-end bonus

• Time off: Take advantage of 32 vacation days per year.

• Professional development: Get access to various training courses tailored to your ambitions.

• Advancement opportunities to 2d line support or system administration

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