L1/L2 IT Support Technician (On-Call)

Job Title: L1/L2 IT Support Technician (On-Call)

Location: Belgium (On-site / Hybrid depending on client)

Contract Type: On-Call / Shift-Based

Start Date: ASAP

Overview

We are seeking a proactive and customer-oriented L1/L2 IT Support Technician to provide both first-line and second-line technical support on an on-call basis. The role involves handling a wide range of IT issues, from basic troubleshooting to more advanced technical problem resolution, ensuring minimal disruption to business operations.

Key Responsibilities

Provide L1 and L2 technical support to end-users via phone, email, and ticketing systems

Respond to on-call incidents, including after-hours support when required

Diagnose and resolve hardware, software, and network issues with increased ownership

Handle incident management, service requests, and escalations in line with SLAs

Perform root cause analysis for recurring issues and implement preventive measures

Manage and support user accounts (Active Directory, access rights, onboarding/offboarding)

Install, configure, and maintain end-user devices (laptops, desktops, printers, mobile devices)

Support Microsoft 365 environment (Outlook, Teams, SharePoint, OneDrive)

Troubleshoot network connectivity issues (VPN, Wi-Fi, LAN)

Escalate complex issues to L3 teams or external vendors when necessary

Maintain and update technical documentation, knowledge base articles, and procedures

Ensure compliance with SLA/KPI targets and contribute to service improvement initiatives

Required Skills & Qualifications

Solid understanding of IT support and troubleshooting methodologies (L1 & L2)

Strong knowledge of Windows OS, Microsoft 365, and enterprise applications

Experience with Active Directory, Azure AD, VPN, and basic networking concepts

Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk)

Ability to troubleshoot more complex incidents independently

Strong analytical and problem-solving skills

Excellent communication and customer service skills

Language Requirements

English – Professional proficiency

Dutch and/or French – Required (depending on region/client)