Second Line Support Engineer

☞ IMPACT

Ver: 130

Día de actualización: 26-11-2025

Ubicación: Heverlee Flemish Brabant

Categoría: IT - Software IT - Hardware / Redes Tecnologías de la información

Industria: HR personeel

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Contenido de trabajo

Company description


International company within Transportation and Logistics.

Function description


As a Second Line Support Engineer, you are responsible for analyzing, diagnosing, and solving software and hardware related incidents, requests, and problems. You work as a technical expert to manage incidents which were not resolved by first line support. You will support end-users with a high-level of customer service, to the standards of our customer. Finally you will help to automate first line tasks and activities. In this role you will report to the Support Manager and you occasionally will be asked to travel to the other site in Belgium. Knowledge of Unix is a major asset in this function.

Measures of Success

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track terminal devices issues through to resolution, within agreed response time
  • Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Work closely with First Line to increase the knowledge and effectiveness of the team
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers and follow up to ensure full functionality after troubleshooting
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Document technical knowledge in the form of notes and manuals
  • Have a customer mindset and maintain jovial relationships with customers
Job requirements


Skills & Experience Required

  • BS degree in Information Technology, Computer Science or relevant field or proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Android environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues, ITIL certification is a plus
  • Familiarity with remote desktop applications and help desk software
  • Ability to provide step-by-step technical help, both written and verbal
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
  • Collaborative, flexible attitude with strong commitment to provide excellent customer service
  • Great problem-solving and communication skills
  • Fluent in English and Dutch or French
Employment conditions
  • Working in an international environment
  • Salary depends of the experience
  • Working from Monday until Friday, day hours
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Plazo: 10-01-2026

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