IT Support Engineer

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About Aerospacelab

Our mission is supported by an ambitious vertically integrated approach: design & manufacture of small satellites combined with development of earth observation services.

Since its creation in 2018, the company has already grown substantially. Our team gathers more than 25 engineering expertise, from hardware design to software development & data science.

In 2025, Aerospacelab counts offices in Louvain-la-Neuve (Belgium), Toulouse (France), Lausanne (Switzerland) and US West Coast with more than 300 full-time employees, with the ambition to position itself as the European leader in small satellites.

role overview

You will provide the first level of technical support to users, either by telephone, email or via ticketing tools. You will respond to requests and difficulties reported by users. You collect relevant information to optimise their productivity through the efficient and effective use of the equipment (hardware) and software made available to them. Your role is characterised by assistance and customer relations, followed by purely technical support.

duties

Responding promptly to user helpdesk calls and advising them accurately on what action to take
Ensure a rigorous and daily follow-up of these calls (from the recording of the problem to its solution, respect of deadlines, possible information to the members of the infrastructure service, to Aerospacelab partner companies, and/or to colleagues, …).
Ensure weekly reporting of call handling statistics - in order to improve service quality.
Execute CMDB update tasks following incident resolutions and change implementation
User-rights management
Follows established processes and procedures
Propose and improve Knowledge Base articles
Reinforce the Proximity team in case of exceptional workload.
Laptop & Desktop preparation and configuration.
Basic servers & infrastructure tasks
Ensure the proper use of the ticketing tools set up (identification of problems/issues, classification, recording and follow-up);
Report complex or unresolved incidents to the infrastructure team and/or service manager.

qualifications

A strong working knowledge of computer systems, hardware, and software.
Good problem-solving, analytical, and team-working skills.
Excellent communication and interpersonal skills.
An openness to learning new technologies
Stress tolerance
Knowledge of French and English.

Must have

Advanced technical skills across Microsoft and Linux operating systems
Experienced with Apple Products (MacOS/IpadOS/IOS), proficient in Microsoft Office 2013/2016/Office365 Suite, Teams/Skype/Zoom
Understanding of Antivirus Protection Software, and VPN Solutions, Networking configuration and management skills
Advanced Print Management solution support and knowledge and Audio visual and conference room tools and technology experience