As a Junior IT Service Support you are responsible for:

Technical Support:

• Provide first line support for hardware, software, and other systems provided by Macq.
• Troubleshoot and resolve basic problems.
• Assist users with service requests such as password resets, account setup, basic setup creation,...

Administration:

• Maintain accurate records of support requests and resolutions in the ticketing system
• Prepare and update documentation for IT procedures, FAQs, user guides, and internal instructions
• Collaborate with other teams, both internal and external, to take resolution actions on non-technical activities (planning, on-site interventions,...)
• Escalate user concerns and feedback to the Business Unit Manager

Dispatching:

• Triage incoming support tickets and prioritize based on urgency and impact
• Escalate complex issues to second line support
• Maintain an overview of ongoing issues to anticipate and prevent potential problems.
• Follow up with end-users to ensure their issues are resolved satisfactorily and gather feedback on support services
Execution:

• Take proactive measures to execute and complete customer requests within a scope defined with the Business Unit Manager
• Handle non-technical tasks related to customer requests, including coordination with other departments and administration
• Assist, train and guide users on systems and equipment
• Track and follow through on action items to ensure timely completion and customer satisfaction

Why you are the Junior IT Service Support we are looking for:

• You have experience in a first line support role or customer service (IT).
• Familiarity with ticketing systems, remote support tools, and ITIL practices.
• Knowledge of Linux, IT systems, hardware, software, and network troubleshooting are a plus.
• Strong communication and interpersonal skills, with a user-focused approach.
• Ability to manage time effectively in a fast-paced environment. You are able maintain composure and handle multiple questions or requests simultaneously.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work independently and as part of a collaborative team.
• Eagerness to learn and develop technical and administrative skills in an IT environment.
• This position requires participation in an on-call schedule, providing 24/7 support (estimated to 2w/m).
• English mandatory, French and/or Dutch as a plus.


Our commitment at Macq is to create a workplace where diversity is embraced, and all employees are respected for their talents and uniqueness, free from bias related to gender, sexual orientation, age, religion, ethnicity, attire, or disability.
We are committed to fostering a work environment at Macq that promotes safety and openness, allowing people to articulate their thoughts and beliefs without any concern about discrimination.