Support Engineer

Connect Group is seeking a Support Engineer. As a Support Engineer, you are the first point of contact for IT-related questions from colleagues in our production and office environment. You listen to users, analyse the issue and ensure a fast, customer-focused solution. You resolve common incidents yourself and escalate more complex requests to second-line support in a timely manner. In this way, you help minimise downtime, keep colleagues productive and contribute to reliable IT service delivery., * You register and classify incidents and service requests received by phone, ticket or directly at the service desk.

• You provide first-line support in line with the applicable ITIL processes and internal work instructions.
• You quickly restore basic services, for example by unlocking accounts, resetting passwords, replacing peripherals or restarting a frozen workstation.
• You handle routine requests, such as software installation, setting up a new user or workstation, and supporting printer-related issues.
• You support Windows 10/11, Microsoft 365, PCs, laptops, printers and mobile devices.
• You carry out basic checks on network connections, VPN access and IP connectivity.
• You clearly document symptoms, steps taken and solutions in the ticketing system.
• You escalate more complex incidents to second-line support with the correct technical information and keep the user informed of progress.
• You explain technical steps clearly and patiently to both production operators and office employees.

• You have a bachelor’s degree in IT, Computer Science, Networking or a comparable field.
• You have 0 to 2 years of experience in IT support, a helpdesk or service desk environment. Relevant internship experience also counts.
• You have excellent spoken and written Dutch and a good working knowledge of English for documentation and collaboration with international teams.
• You are customer-focused, patient and communicate in an accessible way with non-technical users.
• You work in a structured way, set priorities and analyse problems step by step.
• You can work independently, while also collaborating smoothly with colleagues and other IT teams.
• You are eager to learn and carefully follow procedures, SLAs and agreements.
• You have basic knowledge of Windows, Microsoft 365, end-user devices, networking and ticketing systems.

Nice to Have: Experience with endpoint management tools such as ManageEngine Endpoint Central or Microsoft Intune, basic IT security awareness, familiarity with Sophos, Darktrace or similar tools, and an interest in MES, ERP/SAP, remote support or Linux.

• An accessible entry-level role in an international production environment where your support has an immediate impact.
• A permanent, full-time contract within the Infrastructure & Operations team.
• Practical guidance and access to relevant training courses and certifications.
• Growth opportunities.
• A collegial, hands-on working environment with room to learn and take ownership.
• A competitive salary and benefits package in line with your experience.