Medior First Line Technical Support Consultant

Mission Overview

Keystone Solutions is seeking a Medior First Line Technical Support & Service Desk Consultant to join our team on a consultancy mission at a client site. As a consultant, you will be representing Keystone Solutions while working on diverse technical challenges in a dynamic environment.

Responsibilities

• Participate as a member of the first line team on the Service Desk technical troubleshooting level.
• Handle day-to-day Service Desk tasks and ticket management with a focus on incident follow-up.
• Improve the knowledge base and create practical checklists and troubleshooting steps based on lessons learned and information from second and third line specialists.
• Interact with second and third line personnel to enhance procedures and documentation.

Specific Skills

• Proven professional experience in a Service Desk team (5+ years) is mandatory.
• Windows workstation troubleshooting and configuration.
• Mobile phones & Teams phones troubleshooting and configuration is a plus.
• An IT background (and education) is mandatory.
• Other professional experiences in another IT function is a plus.
• Practical knowledge of Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint).
• Experience with Atlassian Jira (or similar) and Atlassian Confluence (or similar).
• Experience in Standard Operational Procedure (SOP) and documentation drafting (in English).
• Certification in ITIL is a plus.

General Skills

• Team player with strong communication skills, capable of direct contact with end users (physical, phone, and e-mail).
• Eager to learn and proactive in problem-solving.
• IT allrounder, able to investigate problems independently.
• Very well organized and structured.
• Punctual in administration.
• Bilingual NL/FR and good level of EN (writing).

What We Offer

• A genuine collaborative team spirit.
• Training on the job.
• Opportunity to work with a myriad of different infrastructure and technologies.
• Room for initiative.
• 20% telework after an initial training period.

Duration: 04/01/2027 - 25/06/2027 6 months • (full time)

Skills required

• CERTIFICATION ITILIntermediate
• ConfluenceIntermediate
• END USER SUPPORTExpert
• HARDWARE MANAGEMENTExpert
• JiraIntermediate
• Microsoft OfficeAdvanced
• Microsoft TeamsExpert
• MOBILE PHONEExpert
• STANDARD OPERATIONAL PROCEDUREExpert
• TEAMS PHONEExpert
• WindowsExpert

Language requirements

• Dutch / FrenchNative or bilingual proficiency
• EnglishProfessional working proficiency