Service Desk Engineer

About the role

We are seeking an enthusiastic Service Desk Engineer to join our client’s team in a dual‑role capacity. The position blends first‑line IT support with system‑engineering monitoring, allowing you to develop a broad skill set while contributing to high‑quality service delivery.

Key responsibilities

• Analyze, manage, and resolve IT incidents and service requests via phone or ticketing system, following documented procedures.
• Ensure ticket quality, maintain documentation, and forward unresolved tickets to appropriate teams.
• Coordinate with external vendors for incident escalation and support requests.
• Implement proactive monitoring of systems and applications, handling alerts and driving resolution.
• Address Level 1 and Level 2 incidents, diagnosing, resolving, or escalating as needed.
• Maintain and expand technical knowledge bases and operational processes.
• Collaborate with IT teams to ensure seamless communication and continuous service improvement.
• Automate recurring tasks using PowerShell, Bash, or Python.

Required profile

• Bachelor’s degree in IT or equivalent experience in an operations or service‑desk environment.
• Fluent in French and Dutch; strong technical English.
• Responsible, flexible, and communicative with a strong customer‑service orientation.
• Curious, eager to learn, and able to work effectively in a team.
• Excellent analytical abilities and attention to detail.

Required skills

• Windows operating system, Microsoft Office, Teams.
• Linux environment basics.
• Networking fundamentals: DNS, firewalls, routers, LAN/WAN, VPN.
• Monitoring tools such as SCOM, Dynatrace, JMeter, Fiddler, Prometheus.
• Middleware, XML, JSON.
• Database knowledge: IBM i DB2, SQL.
• Scripting languages: PowerShell, Bash, Python.