Second Line Support Engineer - region Machelen, Zedelgem, Sint-Niklaas, Malle

Are you an experienced IT specialist who solves complex technical issues independently and can coach first-line colleagues? As a Second Line Support Engineer, you will work on challenging server, network and firewall issues, monitor systems, communicate with customers and contribute to knowledge sharing and process improvement within our team., Management and handling of technical tickets

• Independently resolve tickets that are too technical for first line inclusive:

• Server environments that are down
• Firewall problems
• Complex network problems, including testing and monitoring

• Handling tickets automatically forwarded to second line
• Pick up escalations from first line and complete them completely independently
• Testing and monitoring of systems in complex incidents
• Identify opportunities with customers and communicate them to the sales team

Coaching and collaboration with first line

• Technically coach first line colleagues during escalations, ensuring knowledge is shared
• Work with first line to resolve the ticket and explain the solutions applied
• Contribute to the growth of knowledge and skills within the team

Documentation and knowledge sharing

• Capture solutions and updates in clear documentation
• Add new knowledge and best practices to internal documentation

Customer Communications

• Inform customers proactively and clearly about the status of their tickets
• Transparent communication in case of delays or more complex incidents

Do you have experience in VPN?, Technical knowledge and skills

• Networking and firewall: extensive experience, including installation of security equipment such as cameras
• Server Management: Thorough knowledge of server management, both on-premises and cloud (including Azure), RDS and VPN usage management
• Experience with Veeam, Nable and Autotask are a plus

Experience and background

• Multiple years of experience in a similar position within IT support or system administration
• Experience handling complex technical incidents independently

Languages

• Dutch: excellent oral and written knowledge
• English: professional mastery
• French: plus

Personal characteristics

• Strong communication skills, both towards customers and internal colleagues
• Approachable and coaching, willing to share knowledge
• High degree of customer orientation and service-oriented thinking
• Perseverance and problem-solving skills
• Team player, who values and promotes cooperation

In addition to a competitive salary, you will benefit from a range of fringe benefits such as