IT Technical Support Analyst

Who We Are:

Kontoor Brands, Inc. (KTB) is the parent company of Wrangler®, Lee® and Rock & Republic®, with owned manufacturing facilities in Mexico and Nicaragua. Kontoor also owns and operates over 140 retail stores across the globe. Our global company employs more than 15,000 people in 65 countries, with world headquarters in Greensboro, North Carolina, and regional headquarters in Geneva and Hong Kong.

Job Posting:

IT Technical Support Analyst
Lee & Wrangler

Location: Antwerp // Belgium

Join Kontoor Brands, home to iconic denim brands Wrangler® and Lee®. We design high-quality apparel that empowers self-expression. Be part of our global community of 17,000+ employees, fostering collaboration and innovation. Grow with us in our Antwerp office and shape the future!

What’s the scope?

As an IT Technical Support Analyst, you will play a vital part in delivering exceptional technical support to our users, tackling challenges related to hardware, software, and network systems. This position requires a strong blend of technical expertise and outstanding customer service skills, enabling you to resolve issues efficiently and assist users effectively.

The ideal candidate will possess a solid foundational knowledge of IT systems and demonstrate a passion for growth in the field. You will take charge of the hardware refresh project as we modernize our workplace and enhance our network infrastructure. Additionally, you will collaborate with the HR department to facilitate seamless onboarding and offboarding processes for employees.

Your responsibilities as our IT Technical Support Analyst;

Technical Support:

• Provide second-level support to users experiencing technical issues with hardware, software, and network connectivity.

• Troubleshoot and resolve technical problems in a timely manner, escalating complex issues to senior team members (Level 3) as necessary.

User Assistance:

• Assist users in navigating IT systems, applications, and tools, ensuring they understand how to effectively use available technology.

• Develop user documentation and training materials to enhance self-service capabilities.

Ticket Management:

• Manage and prioritize support tickets in the help desk system, ensuring timely follow-up and resolution.

• Document all interactions and resolutions to maintain an accurate knowledge base.

Collaboration:

• Work collaboratively with other IT team members to address user concerns and enhance overall service delivery.

• Participate in team meetings and contribute to process improvements and best practices.

Continuous Learning:

• Stay informed about new technologies, tools, and industry trends to enhance technical skills and service offerings.

• Seek opportunities for professional development and certifications related to IT support.

Project Management:

• Lead projects related to MWP technology and network upgrades, ensuring timely delivery and adherence to budget. (Refresh, New Hires, Network Refresh)

• Coordinate with various departments to gather requirements and assess technology needs.

Strategic Planning:

• Assist in the evaluation and selection of new technologies and tools that enhance the workplace environment.

• Stay updated on industry trends and best practices to recommend improvements.

Skills for Success:  

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.

• Solid understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications..

• [2-4] years of experience in a technical support role or a similar capacity.

• Strong analytical and troubleshooting skills with a focus on customer service.

• Experience with help desk software and ticketing systems.

• Familiarity with ITIL best practices and service management frameworks.

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.

• Proficiency in written and spoken English & Dutch, other languages are a plus.

We offer:

We value trust and transparency and focus on collaboration and teamwork. We live by our clear Purpose, Mission & Values where we strive for continuous innovation & cutting-edge sustainable technology.

We offer competitive benefits, perks and personal development opportunities;

• Attractive salary package;

• Discount on our brands; Wrangler® & Lee®;

• Casual Denim dress code in the office and outside of work;

• Multi-cultural, diverse and inclusive workforce where we foster many different nationalities;

• Employee resource groups focusing on diversity, sustainability, wellbeing and social activities;

• Development opportunities in a growth-driven environment;

• Benefits of a global company.

Why Kontoor Brands?

At Kontoor, we offer a comprehensive benefit package to fit your lifestyle. Our benefits are crafted with the same care as our products.

When our employees are healthy, secure, and well, they bring their best selves to work. Kontoor Brands supports you with a competitive benefits program that provides choice and flexibility to meet your and your family’s needs – now and in the future. We offer resources to support your physical, emotional, social, and financial wellbeing, plus benefits like discounts on our apparel. Kontoor Brands also provides four weeks of Paid Parental Leave to eligible employees who are new parents, Flexible Fridays, and Tuition Reimbursement.

We are proud to offer a workplace culture centered on equitable opportunities and a sense of belonging for all team members. Here we have a global workforce of high-performing teams that both unlocks our individual uniqueness and harnesses our collaborative talents.