L1/L2 IT Support Technician (On-Call)

About the role

We are looking for a proactive L1/L2 IT Support Technician who can provide first‑line and second‑line assistance on an on‑call basis. The role involves troubleshooting hardware, software and network issues to keep business operations running smoothly.

Key responsibilities

• Deliver L1 and L2 support to end‑users via phone, email and ticketing systems.
• Respond to on‑call incidents, including after‑hours emergencies.
• Diagnose and resolve hardware, software and network problems, handling incidents, service requests and escalations according to SLA targets.
• Perform root‑cause analysis for recurring issues and implement preventive actions.
• Manage user accounts in Active Directory and Azure AD, supporting onboarding and off‑boarding processes.
• Install, configure and maintain laptops, desktops, printers and mobile devices.
• Support Microsoft 365 applications such as Outlook, Teams, SharePoint and OneDrive.
• Troubleshoot VPN, Wi‑Fi and LAN connectivity issues.
• Escalate complex cases to L3 teams or external vendors when needed.
• Maintain technical documentation, knowledge‑base articles and procedural guides.

Required profile

• Professional proficiency in English; Dutch and/or French required depending on the client region.
• Strong analytical and problem‑solving abilities.
• Excellent communication and customer‑service skills.

Required skills

• Windows operating system
• Microsoft 365 suite
• Active Directory and Azure AD
• VPN and basic networking concepts
• ITSM tools such as ServiceNow, Jira or Zendesk