Support Engineer (Dutch required)

About the role

VIB, a Flemish non-profit research institute focused on life sciences, is looking for a Support Engineer for its ICT department in Ghent. You will join the Support & Operations team as the first point of contact for ICT-related questions, incidents and requests, reporting to the Support & Operations Manager.

Key responsibilities

• Resolve complex cases that would otherwise block or overload specialist teams, and take over smaller operational tasks from network and infrastructure colleagues where appropriate.
• Coach and guide junior engineers to raise the technical capability of the team.
• Improve support quality through documentation, proactive monitoring and structural problem solving.
• Act as the first point of contact for incidents and service requests, resolving common hardware, software and workplace issues for Windows and macOS devices, and guiding users on standard tools and applications.
• Analyze issues, troubleshoot initially, escalate complex problems to second-line or specialist teams with clear documentation, and follow up on escalated tickets.
• Work closely with colleagues in the team and with other ICT teams, following agreed procedures.
• Document solutions, workarounds and common issues in the knowledge base and signal recurring problems or improvement opportunities.

Required profile

• Experience in an ICT support or service desk role.
• Confident interacting with end-users and explaining technical topics clearly.
• Good written and verbal communication, structured troubleshooting and teamwork.
• Eager to grow technical skills step by step.
• Fluent in Dutch and English.

Required skills

• Good working knowledge of Windows and/or macOS in an end-user environment.
• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Basic experience with device management concepts (e.g. Intune or similar) or willingness to learn.
• Basic understanding of ICT concepts such as hardware, operating systems and applications.

What we offer

• An open-ended contract with a competitive salary based on experience and expertise.
• A salary package with multiple benefits such as an internet allowance and meal vouchers.
• Opportunities for personal development and additional training and courses.
• Flexible work location and hours, with the possibility of homeworking.