Support Engineer

Our client is looking to reinforce their 2nd Line support team. The 2nd Line Support team provides assistance to employees of a major Belgian railway company and its subsidiaries for complex IT incidents that cannot be resolved by the first-line team.

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

Responsibilities

• Provide second-line support for company applications.
• Monitor incidents and proactively detect potential problems.
• Collaborate with other Operations teams to ensure quick service restoration.
• Develop your technical expertise within the team.
• Create and track hardware and software requests.
• Write and maintain procedures in the Knowledge Base (ServiceNow).
• Onboard and support new team members.
• Provide external support: update manuals, respond to user questions, and offer tailored explanations.

Profile

• Bachelor’s degree in IT (or equivalent recognized qualification).
• Minimum of 2 years’ experience in 2nd line IT support.

Proficiency in:

• Windows 11
• Office 365
• Active Directory
• SAP IDM
• Native-level proficiency in either French or Dutch; B2 level in the other official language and in English.
• Experience with network printer management (installation, troubleshooting, drivers).
• Experience in an ITIL environment.
• Strong service and customer focus, putting users at the heart of your priorities and delivering effective, human, and reliable support.
• Rigorous, analytical mindset with the ability to propose solutions.
• Good communication skills and team spirit.

Assets

• Knowledge of meeting room management systems (Evoko, Logitech, etc.).
• Scripting skills (PowerShell).
• Experience writing technical documentation.