Help Desk Consultant

We are currently looking for an IT Service Desk Back-up Service to complete our team. The selected consultant will mainly: Call and mail intake1st and 2nd line services creation and follow up of tickets in Helpdesk ticketing tool execution of several technical actions based on processes and checklists.

Key Responsibilities:

• Create update monitor and follow up on incidents and service requests using the Helpdesk ticketing tool.
• Diagnose and resolve hardware software network and user-related issues.
• Execute technical tasks according to defined processes procedures and checklists.
• Manage user accounts and access using Active Directory.
• Configure troubleshoot and support Windows 10 and Windows 11 environments.
• Provide support for Microsoft 365 and basic Microsoft Office applications.
• Assist with the staging configuration and deployment of user hardware including PCs and peripherals.
• Provide basic support for meeting room technologies videoconferencing smartphones Wi-Fi VPN and VoIP services.
• Escalate complex incidents to the appropriate technical teams when required.
• Ensure clear communication and timely follow-up with users throughout the incident resolution process.

Required Skills & Experience:

• Minimum 5 years of hands-on experience supporting and troubleshooting Windows 10 and Windows 11.
• Good knowledge of Microsoft 365 / Office 365.
• Basic knowledge of software such as MS Visio and Adobe products.
• Basic knowledge of DOS commands.
• Experience with Active Directory including user and access management.
• Knowledge of ITIL practices; ITIL certification is mandatory.
• Basic knowledge of VoIP technologies.
• Experience with TCP/IP networking including:
  • VLANs
  • Power over Ethernet (PoE)
  • Wi-Fi
  • 802.1X
  • Horizontal cabling
• Basic understanding of videoconferencing and meeting room technologies.
• Basic troubleshooting knowledge of smartphones and GPRS/mobile connectivity.
• Basic knowledge of Wi-Fi troubleshooting.
• Experience staging and preparing end-user hardware including PCs.
• Basic knowledge of PC hardware printers and other peripherals.
• Basic understanding of VPN connectivity and troubleshooting.
• Basic knowledge of IT network topology VMware and software virtualization.
• Good level of Dutch and French and English is required.

Required Skills:

GPRSVLANSETHERNETVMWARE