Support Engineer

Support Engineer - 2nd Line

Description

The 2nd Line Support team provides assistance to employees and affiliated entities in resolving complex IT incidents that cannot be handled by first-line support.

To strengthen this team, we are looking for a motivated and customer-oriented 2nd Line Support Engineer.

Key Responsibilities

• Provide second-line support for business applications

• Follow up on incidents and proactively identify potential issues

• Collaborate with other Operations teams to ensure fast and efficient service restoration

• Further develop your technical expertise within the team

• Create and track hardware and software requests

• Draft and maintain procedures in the Knowledge Base (ServiceNow)

• Support and mentor new colleagues

• Deliver external support: update user guides, handle user queries, and provide one-on-one explanations

Profile

• Bachelor's degree in IT (or equivalent recognized qualification)

• Minimum 2 years of experience in IT 2nd line support

• Strong knowledge of:

  • Windows 11

  • Office 365

  • Active Directory

  • SAP IDM

• Native level in either French or Dutch, with at least B2 level in the second national language, and B2 level English

• Experience with network printers (installation, troubleshooting, drivers)

• Experience working in an ITIL environment

• Strong customer orientation: ability to provide reliable, human, and efficient support

• Detail-oriented with strong analytical and problem-solving skills

• Good communication skills and team spirit

Nice to Have

• Knowledge of meeting room systems (Evoko, Logitech, etc.)

• Experience with scripting (PowerShell)

• Experience writing technical documentation

Conformity Criteria

• Bachelor's degree in IT (or equivalent)

• At least 2 years of experience in IT 2nd line support

• Fluent in Dutch, French, and English (written and spoken):

  • One language at native/C level

  • Second language at minimum B2

  • English at minimum B2

• Experience with network printers (installation, troubleshooting, drivers)

• Availability for at least 2 days onsite per week

Evaluation Criteria

• Proficiency in:

  • Windows 11

  • Office 365

  • Active Directory

  • SAP IDM

• Experience in a structured or enterprise IT environment