On Site Support Engineer

For our costumer located in the Gent region we are looking for 3 On Site Support Engineers.
Start Date: Asap
Man Days: 110+
Location: Gent
Languages: Eng & NL
Remote policits: 100% on site

PURPOSE OF THE FUNCTION

As a digital-first company, a leading company in the Ghent area is dedicated to providing all employees with a top-tier, seamless technology environment that fosters productivity, collaboration, and innovation. We are seeking a Digital Technology Onsite Support Specialist to deliver high-quality, personalized IT support to employees across our Ghent campus, which consists of five buildings. This role is ideal for a hands‑on IT professional who enjoys being visible, proactive, and closely connected to the end‑user experience.

You will own onsite support for end‑user technology and collaboration environments, act as a key escalation point for technical issues, and ensure meeting spaces, devices, and onboarding experiences function seamlessly every day.

Key Responsibilities

End‑User & Onsite Support

• Provide premium personalized onsite DT support with a strong focus on customer experience and responsiveness
• Diagnose and resolve hardware and software issues across Windows (PC), macOS, and iOS environments
• Serve as an escalation point for more complex issues from the Global Service Desk or remote support teams
• Deliver professional, friendly support to users at all levels, including senior stakeholders
• Log, categorize, prioritize, diagnose, troubleshoot and resolve tickets
• Follow-up progress of assigned incidents, requests and standard changes for the Ghent Campus
• Escalate to other resolver groups when required
• Execute CMDB update tasks following incident resolutions and change implementation
• Communicate with users (verbally and written) in English
• Follow established processes and procedures
• Propose and improve Knowledge Base articles
• Peripherals management (install, connect and troubleshoot printers, scanners, multifunctional devices, etc.)
• Provide stock management for Ghent campus technology
• Tracking of equipment: track the equipment and its (new) location, in order to upload the file to the CMDB
• Small & Medium Scale Logistics actions (SMSL) (e.g., PC and peripherals moves in the context of new users’ arrivals, user’s office relocations)
• Escort in the buildings of a leading company in the Ghent area the 3rd‑party technicians that have to intervene on‑site in order to provide technical support (e.g., replace failing hardware)
• Provision of coaching to users in the use of the equipment provided to them and/or specific applications
• Knowledge of basic administrative tasks
• Account management
• Network hardware and protocols (LAN, WLAN)
• Backup/restore procedures
• Antivirus management
• Patch and software distribution
• Scanning and printing understanding
• Active Directory / Azure Active Directory / Okta

Collaboration & A/V Technology

• Support and maintain collaboration and meeting room technology, including:
  • Neat meeting room hardware
  • Microsoft Teams and Microsoft Teams Rooms
  • Zoom and Zoom Rooms
• Provide live support for important meetings, town halls, and large onsite events
• Perform routine testing and basic configuration to ensure reliable meeting experiences

Campus Technology Ownership

• Take ownership of end‑user and collaboration technology deployed across the Ghent campus
• Perform hands-on onsite tasks such as:
  • Network switch patching
  • Wireless access point installation and replacement
• Coordinate with central DT, infrastructure, and network teams to support changes and resolve issues

New User Onboarding

• Deliver a high-quality new user onboarding experience, ensuring employees are fully productive from day one
• Prepare, configure, and hand over user devices and accessories
• Act as a welcoming DT presence for new hires on campus

Asset & Service Management

• Support the lifecycle of end‑user hardware and peripherals
• Update incidents, requests, and assets in the IT service management system
• Contribute to local documentation and knowledge articles

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SKILLS AND COMPETENCIES

5+ years of progressive experience in fast-paced, evolving environments

• Proven experience in a DT/IT support or similar onsite support role
• Hands-on support experience with Windows, macOS, and iOS devices
• Strong knowledge of Microsoft 365, Microsoft Teams, and Zoom
• Experience supporting enterprise A/V or meeting room solutions (Neat experience is a strong plus)
• Basic understanding of onsite networking tasks (patching, access points)
• Experience with ServiceNow

Professional Skills

• Strong customer‑service mindset with the ability to deliver personalized, premium support
• Clear and professional communication skills
• Ability to work independently in an onsite environment while collaborating with remote teams
• Well‑organized, reliable, and proactive

Preferred

• Experience in regulated industries such as Biotech or Life Sciences is a plus
• Excellent verbal and written communication skills in English / Dutch / French

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EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Technology, or related field or a minimum of 5 years working in either a biopharmaceutical company or consulting organization with a focus on the life sciences sector, or equivalent experience
• Certifications such as ITIL, PMP, CISSP, or cloud‑specific credentials (e.g., AWS Certified Solutions Architect)
• Minimum 3 years working in a Service Desk or Infrastructure Support‑oriented role
• Experience in the implementation of multi‑partner support solutions to address the specific needs of life‑sciences remote users
• Experience with state‑of‑the‑art remote hardware provisioning and configuration
• Experience with Okta IAM platform and administration
• Experience with ServiceNow