Second line support engineer

☞ Anankei

View: 140

Update day: 16-11-2025

Location: Hasselt Limburg

Category: IT - Software IT - Hardware / Networking Information Technology Mechanical / Technical Maintenance

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Job content

Function type:
Vast
Location:
Hasselt

Duration:
Long Term
Reference:
202109117

Start:
06/11/2021

For our customer we’re looking for a talented Second Line Support Engineer.

In the first place we’re looking for candidates with the “Anankei DNA”.
Our DNA embodies a positive and joyful attitude.
Dream IT , Trust IT, Go for IT !

Here is the framework of the mission :

Technical support for our customer in Hasselt on product or service aiming to receive, log, categorize, treat, solve or escalate requests, questions and incidents from users.

Activities :

  • Record user’s request in the appropriate tool
  • Categorize the request
  • Position the priority according to defined grids
  • Treat delayed requests in order to be within the MRT (Maximum Response Time)
  • Follow the request until answer has been provided and agreed as satisfying by the user
  • Gather the user’s information and determine the user’s issue by analyzing the symptoms and discovering the underlying problem
  • Sort through the possible solutions available (as scripts) and apply the most appropriate one
  • Transfer the request and all gathered information to the next level (second or third line) for further investigation if necessary

Deliverables :

  • Follow-up on user request
  • Information log of the user request
  • Application of script or adapted answer to the question
  • Update of the knowledge database

Requirements

Your skills :

  • O365
  • Teams
  • Basic to general understanding of the product or service and may not always contain the competency required for solving complex issues
  • Prerequisites (experience, qualifications, certifications, authorizations)
  • Under-graduate or equivalent through experience
  • Fluent in Dutch, English, French is a plus
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Deadline: 31-12-2025

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