ICT Senior Support Engineer

Context

VIB (Vlaams Instituut voor Biotechnologie) is an entrepreneurial nonprofit research institute with a clear focus on groundbreaking strategic basic research in life sciences and operates in close partnership with the five universities in Flanders.

VIBs ICT department is a business partner to the organization of VIB and focuses on

• Rolling out the rules on how someone can use VIBs technology and data and what someone can use it for;
• Creating integrating and maintaining applications developing securing and storing data belonging to VIB and assisting in the use of software and data management; and
• Managing maintaining and upgrading the hardware components network and all other equipment necessary to make the ICT system function according to the needs.

To reinforce our ICT team VIB in Ghent is looking for a solutionoriented Senior Support Engineer.

Role

As a Senior Support Engineer you will play a pivotal role in providing technical expertise and guidance to resolve complex ICTrelated issues. You will lead by example offering mentorship to the more junior team members and you will collaborate closely with other departments to ensure seamless operations. Your responsibilities will include troubleshooting analyzing system performance implementing solutions and continuously improving processes to enhance overall service delivery. You will report to the Support and Operations Manager of VIB.

Responsibilities

As a Senior Support Engineer you will

• Provide expertlevel technical support and guidance to resolve complex ICT issues escalated from junior support staff or directly from endusers;
• Lead troubleshooting efforts for hardware software and network issues ensuring timely resolution and minimal disruption to business operations;
• Collaborate with other ICT teams and stakeholders to identify root causes of recurring problems and implement longterm solutions;
• Mentor junior support engineers sharing knowledge and best practices to enhance team capabilities and efficiency;
• Monitor system performance and proactively identify areas for improvement implementing optimizations and upgrades as necessary;
• Develop and maintain documentation including knowledge base articles troubleshooting guides and standard operating procedures; and
• Stay uptodate with emerging technologies and industry trends recommending innovative solutions to enhance the overall ICT infrastructure and service delivery.

Requirements

• Extensive experience in providing technical support in a Microsoftcentric environment including Windows operating systems Office 365 suite and Entra ID;
• Strong troubleshooting skills with the ability to diagnose and resolve complex hardware software and network issues efficiently;
• Indepth knowledge of Microsoft technologies such as Exchange Server Sharepoint and SQL server;
• Experience with virtualization technologies particularly HyperV and/or VMware;
• Familiarity with ITIL framework and best practices for incident problem and change management;
• Excellent interpersonal skills and the ability to work well in a team environment providing mentorship and guidance to junior support staff;
• Proven track record of documenting procedures troubleshooting steps and system configurations effectively;
• Analyticalminded fast learner and problem solver;
• Solutionoriented; and
• Fluent in Dutch and English.

We offer

• An openended contract;
• Competitive package based on experience and expertise and benefits;
• An innovative challenging and international working environment in the lager lifesciences network of VIB;
• Opportunities for personal development; and
• Workplace is located at VIB headquarters in Ghent. Possibility of homeworking with a balance between working from a remote location and the office.

How to apply

If you are interested in this challenging and rewarding opportunity please submit your application online including CV and letter of motivation.