Medior Helpdesk Operator

About the Role

AVS IT provides managed IT services to organizations of all sizes, with a strong focus on small and medium-sized businesses. We support a diverse client base (corporate, non-profit, industrial, financial) across Microsoft 365, Azure and Google Workspace environments.

As an IT Support Specialist, you'll be at the heart of our helpdesk: the person our clients' users turn to when something breaks. You'll handle their tickets from first contact to resolution, remotely and on site, and make sure every user leaves with their problem solved and a good experience. You'll join a small, close-knit team where you get to work on everything, with room to grow toward more technical responsibilities.

Key Responsibilities

• Handle incoming support requests (tickets, phone, email) and provide L1/L2 support to our clients' users
• Diagnose and resolve issues across Microsoft 365, Google Workspace, Windows and macOS workstations, printers, peripherals and networks
• Follow each ticket through to resolution, keep users informed, and escalate complex issues when needed
• Provide remote support and travel to client sites for hands-on troubleshooting and installations
• Perform day-to-day user administration: account creation, password resets, licenses, permissions, mailboxes
• Prepare and deploy workstations for new hires, and handle onboarding/offboarding
• Monitor and respond to alerts, and apply security best practices (MFA, backups, phishing awareness)
• Document solutions in our knowledge base and help users get more out of their tools
• Take part in the team's on-call rotation

Requirements

• 2–5 years of experience in IT support or helpdesk, ideally at an MSP or in a multi-client environment
• Strong troubleshooting skills on Windows and macOS
• Hands-on experience with Microsoft 365 user and mailbox administration; Google Workspace is a plus
• Good networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN)
• Experience with ticketing and remote support tools
• Fluent in French and English, written and spoken; Dutch is a plus
• Patient, service-minded and a clear communicator: you can explain technical issues simply and reassure users under pressure
• Organized and able to juggle multiple requests and priorities

Nice to Have

• Experience with Intune or another device management tool
• Microsoft certifications (MS-900, MD-102 or similar)
• PowerShell basics
• Driving license

What We Offer

• Permanent full-time contract
• Based in Wavre (1300), with 1-2 remote day(s) per week
• A small team where you touch everything and grow fast