Service Desk Engineer (IT Support)

TL;DR

Service Desk Engineer (IT Support): Providing first-line technical support for ICT incidents and requests within the Belgian public sector with an accent on SLA management, hardware/software diagnostics, and ITIL processes. Focus on resolving complex end-user issues and managing critical incidents in a mission-critical 24/7 shift environment.

Location: On-site in central Brussels

Company

hirify.global is an independent technology consulting firm providing guidance and solutions to businesses globally across Information Systems, Telecom, Life Sciences, and Engineering.

What you will do

• Act as the first point of contact for ICT-related incidents, requests, and emergencies.
• Provide Level 1 technical support via phone, email, and ticketing systems.
• Diagnose and resolve hardware, software, network, access, and enterprise application issues.
• Manage and prioritise support tickets in accordance with SLAs and ITIL processes.
• Document incidents, troubleshooting activities, resolutions, and procedures.
• Collaborate with a team of 11 professionals within a 24/7 rotating shift system.

Requirements

• Bachelor’s degree in Information Technology or a related field.
• 2 to 5 years of experience in IT support, Service Desk, or Helpdesk.
• Fluent Dutch and French language proficiency.
• ITIL V3 or ITIL V4 certification.
• Experience with ITSM tools, ticket management, and remote support solutions.
• Availability to work in a 24/7 rotating shift regime, including night shifts.

Nice to have

• English language proficiency.
• Knowledge of network or radio communication systems.

Culture & Benefits

• International environment with over 110 different nationalities.
• Robust internal Academy with 250+ training modules for professional growth.
• Strong internal promotion culture with high percentages of leaders starting at entry level.
• Vibrant workplace with regular afterworks, team buildings, and internal events.
• Opportunity to lead social or environmental impact projects through the WeCare Together program.

Hiring process

• Brief virtual or phone introductory call to discuss motivations.
• Average of three interviews with line managers and team members.
• Case study or technical assessment, such as a role play or problem-solving scenario.