Support Engineer (Dutch required)

VIB (Vlaams Instituut voor Biotechnologie) is an entrepreneurial non-profit research institute, with a clear focus on ground-breaking strategic basic research in life sciences and operates in close partnership with the five universities in Flanders. The ICT department at VIB ensures that assets, technology, information, and data are managed securely and efficiently. Our focus includes: * Supporting and improving the ICT infrastructure, including networks, hardware, and critical systems. * Enabling digital transformation initiatives across the organization. * Securing and supporting applications, information and data flows, and software integrations. * Helping researchers and support services work efficiently through modern, reliable digital services. Within ICT, our Support & Operations team is the first point of contact for end-users and plays a key role in ensuring a smooth and reliable workplace experience. To strengthen this team, we are looking for a Support Engineer who enjoys helping people, feels comfortable interacting with a wide range of end-users, and wants to contribute to a supportive and collaborative ICT service environment. **About the role** ------------------ As a Support Engineer, you will be part of the Support & Operations team and act as the first point of contact for ICT-related questions, incidents, and requests. You support colleagues across the organization in their daily work by resolving issues, providing clear guidance, and ensuring a positive user experience. You will: * Resolve complex cases that would otherwise block or overload specialist teams. * Take over smaller operational tasks from network & infrastructure colleagues where appropriate. * Coach and guide junior engineers, raising the overall technical capability of the Support & Operations team. * Continuously improve support quality through documentation, proactive monitoring and structural problem solving. You will report to the Support & Operations Manager. **Your responsibilities** ------------------------- As a Support Engineer, you will: *End-user support & service delivery* * Act as the first point of contact for ICT-related incidents and service requests via the supported channels. * Provide friendly, clear, and effective support to end-users, both remotely and on-site. * Resolve common hardware, software, and workplace issues for Windows and macOS devices. * Guide users in the correct use of standard tools and applications. * Ensure proper follow-up, communication, and user satisfaction for assigned tickets. *Incident handling & escalation* * Analyze issues, perform initial troubleshooting, and resolve problems where possible. * Escalate more complex issues to second-line or specialist teams with clear documentation and context. * Follow up on escalated tickets and keep users informed of progress. *Team collaboration & ways of working* * Work closely with colleagues within the Support & Operations team to ensure consistent service q