ICT Senior Support Engineer

at  VIB

CONTEXT

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.

VIB’s ICT department is a business partner to the organization of VIB and focuses on

• Rolling out the rules on how someone can use VIB’s technology and data, and what someone can use it for;
• Creating, integrating, and maintaining applications, developing, securing, and storing data belonging to VIB, and assisting in the use of software and data management; and
• Managing, maintaining, and upgrading the hardware components, network, and all other equipment necessary to make the ICT system function according to the needs.

To reinforce our ICT team, VIB in Ghent is looking for a solution-oriented Senior Support Engineer.

REQUIREMENTS

• Extensive experience in providing technical support in a Microsoft-centric environment, including Windows operating systems, Office 365 suite, and Entra ID;
• Strong troubleshooting skills with the ability to diagnose and resolve complex hardware, software, and network issues efficiently;
• In-depth knowledge of Microsoft technologies such as Exchange Server, Sharepoint, and SQL server;
• Experience with virtualization technologies, particularly Hyper-V and/or VMware;
• Familiarity with ITIL framework and best practices for incident, problem, and change management;
• Excellent interpersonal skills and the ability to work well in a team environment, providing mentorship and guidance to junior support staff;
• Proven track record of documenting procedures, troubleshooting steps, and system configurations effectively;
• Analytical-minded, fast learner and problem solver;
• Solution-oriented; and
• Fluent in Dutch and English.

ROLE

As a Senior Support Engineer, you will play a pivotal role in providing technical expertise and guidance to resolve complex ICT-related issues. You will lead by example, offering mentorship to the more junior team members and you will collaborate closely with other departments to ensure seamless operations. Your responsibilities will include troubleshooting, analyzing system performance, implementing solutions, and continuously improving processes to enhance overall service delivery. You will report to the Support and Operations Manager of VIB.

RESPONSIBILITIES

As a Senior Support Engineer, you will

• Provide expert-level technical support and guidance to resolve complex ICT issues escalated from junior support staff or directly from end-users;
• Lead troubleshooting efforts for hardware, software, and network issues, ensuring timely resolution and minimal disruption to business operations;
• Collaborate with other ICT teams and stakeholders to identify root causes of recurring problems and implement long-term solutions;
• Mentor junior support engineers, sharing knowledge and best practices to enhance team capabilities and efficiency;
• Monitor system performance and proactively identify areas for improvement, implementing optimizations and upgrades as necessary;
• Develop and maintain documentation, including knowledge base articles, troubleshooting guides, and standard operating procedures; and
• Stay up-to-date with emerging technologies and industry trends, recommending innovative solutions to enhance the overall ICT infrastructure and service delivery.