Descripción
As L1 Resident Engineer, you are the first point of contact for all IT incidents and requests on site. You combine deskside support and helpdesk. User support Provide Level 1 IT support, on site and remotely, to employees at the Liège site Diagnose and resolve common incidents: laptops, desktops, monitors, docking stations, printers, headsets and peripherals Support Windows 10/11 and Microsoft 365 environments (Outlook, Teams, Word, Excel, PowerPoint, OneDrive), as well as basic application support Resolve basic connectivity issues (LAN, Wi-Fi, VPN) Support meeting rooms and videoconferencing equipment (Teams, cameras, microphones, screens) Access and security Manage access: accounts, password resets, MFA and authentication, in line with security procedures Apply IT security policies and immediately report any suspicious incident (phishing, malware, unauthorised access) Hardware and lifecycle Install, configure and prepare IT equipment (PCs, iOS/Android mobile devices, peripherals) Handle IT onboarding and offboarding of employees (workstation preparation, handover and collection of equipment, access rights) Keep the IT inventory up to date and coordinate replacements, warranties, repairs and disposals Tickets, escalation and coordination Log, prioritise, track and close tickets in the ITSM tool (ServiceNow, Jira Service Management…) Escalate complex incidents to L2/L3 teams with a full diagnosis, and follow them up in line with SLAs Act as the link with central IT teams, service providers and external suppliers Inform local management of major incidents or service interruptions Contribute to IT documentation (knowledge base, procedures, troubleshooting guides) You are not just a ticket-taker: you are the local IT point of reference and help ensure the continuity of the site's IT services. THE TEAM & THE MANAGER Based at the Liège office, you report directly to the Station Manager, Pierre Jeurissen. You work closely with SAL International's IT teams in Belgium and S