IT Technical Support Specialist – Level 1 (m/f)
Company
Our client is a global industrial company operating across multiple countries. We are looking for a motivated and service-oriented IT Technical Support Specialist – Level 1 (m/f) to join its Service Delivery team.
In this role, you will provide first-level IT support to internal users across Asia and Europe, working within an international, follow-the-sun support model. As the first point of contact for IT-related requests and incidents, you will help ensure efficient issue resolution, service continuity, and a high-quality user experience.
This position is ideal for someone who enjoys technical troubleshooting, helping users, and working with modern IT technologies in a dynamic, international environment.
Position
-
Provide first-level IT support to end users across Asia and Europe, ensuring efficient service delivery across different time zones.
-
Manage incidents and service requests from initial logging and prioritization through resolution, escalation, and closure, in line with established SLAs.
-
Diagnose and resolve hardware, software, connectivity, and network-related issues.
-
Support and maintain Windows environments, end-user devices, and workplace IT systems.
-
Assist users with Microsoft 365 applications and services, including Outlook, Teams, SharePoint, and related collaboration tools.
-
Manage user accounts, access rights, and basic security configurations in accordance with company policies.
-
Document incidents, troubleshooting steps, and solutions in the ITSM ticketing system, contributing to the maintenance of the IT knowledge base.
-
Coordinate with Level 2 support and other IT teams to ensure effective escalation and timely resolution of complex issues.
-
Monitor recurring incidents and service requests, identify root causes, and recommend improvements to support processes and operational efficiency.
-
Contribute to the optimization of IT service management practices, workflows, and documentation.
-
Collaborate with business stakeholders, industrial site users, and international IT teams to ensure that support activities meet operational needs.
Profile
-
A bachelor’s degree in Computer Science, Information Technology, or a related discipline is required.
-
Good knowledge of Windows operating systems, Microsoft 365 applications, and end-user computing environments.
-
Solid understanding of networking fundamentals, including LAN, VPN, connectivity, and basic troubleshooting.
-
Familiarity with Zoom Workplace and other business communication and collaboration tools.
-
Knowledge of Microsoft Active Directory, Microsoft Entra ID, user administration, and access management.
-
Knowledge of ERP and CRM systems, with an understanding of how IT services support business processes.
-
Experience with ticketing systems, incident and request management, SLA-driven support, and remote support tools.
-
Strong analytical and problem-solving skills, with a structured approach to troubleshooting and issue resolution.
-
Good documentation skills and the ability to maintain clear technical procedures and contribute to knowledge sharing.
-
Excellent communication and interpersonal skills, with the ability to collaborate effectively with users and IT teams across different departments and locations.
-
Strong organizational skills, attention to detail, and the ability to prioritize competing requests in an international environment.
-
A proactive, customer-focused mindset, with the ability to work independently while contributing to a collaborative team.
-
Fluency in English is required. German, French, or Spanish would be considered an asset.
-
A continuous improvement mindset, with an interest in enhancing service quality, operational efficiency, and the overall user experience.
For a first confidential discussion or more information, please contact Xavier Van Petegem: +352 26 29 45 29.
THE RECRUITER is a recruitment and executive search company specialised in ICT – Telecoms – Digital – Cleantech – Services & Industry. THE RECRUITER empowers companies in their recruitment and HR projects, trusting that Human Factor, thanks to committed, motivated and implicated people, will bring success and added value in any business. THE RECRUITER defines its core values as: transparency, flexibility, professionalism and commitment. We apply these rules to any HR project we are in charge of.