Support Engineer 2nd Line – Digital Operations

<p><strong>Responsibilities</strong></p><ul><li>Provide second-line technical support for specialized applications and resolve complex IT incidents effectively.</li><li>Monitor incident queues proactively to detect and prevent potential system disruptions.</li><li>Collaborate with operations teams to facilitate rapid service restoration and operational efficiency.</li><li>Manage hardware and software fulfillment requests while maintaining accurate records.</li><li>Develop and maintain technical procedures within the knowledge base in <strong>ServiceNow</strong>.</li><li>Support end-users through manual updates, technical documentation, and direct instructional guidance.</li></ul> <p><strong>Requirements</strong></p><ul><li>You possess a Bachelor's degree in Information Technology or an equivalent recognized qualification.</li><li>You have 1+ years of experience in IT 2nd line support.</li><li>You bring technical knowledge of <strong>Windows 11</strong>, <strong>Office 365</strong>, <strong>Active Directory</strong>, and <strong>SAP IDM</strong>.</li><li>You have experience with network printers including installation, configuration, and troubleshooting.</li><li>You bring knowledge of <strong>ITIL</strong> processes within a structured enterprise environment.</li><li>You're analytical, accurate, and have a solution-oriented approach to technical problems.</li><li>You possess strong communication skills and a customer-centric attitude.</li><li>You are fluent in <strong>Dutch</strong> or <strong>French</strong> with B2 level of the other language and B2 level of <strong>English</strong>.</li></ul><p><strong>Nice to Haves</strong></p><ul><li>Knowledge of meeting room systems such as <strong>Evoko</strong> or <strong>Logitech</strong>.</li><li>Experience with scripting using <strong>PowerShell</strong>.</li><li>Experience in drafting technical documentation and manuals.</li><li>Knowledge of the public transport sector.</li></ul>