IT Service Desk Engineer 2nd line

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Support & Solutions Center Mk

katoennatie Support & Solutions Center Mk

Our people make the difference

Support and Solutions Center MK is a company who is working for large international
clients, providing services in the domain of administration (related to logistics,
technical administration), customer service, accountancy, IT, engineering,…

Job Description:

The primary role of the ICT Service Desk Engineer 2nd line is providing second level support towards professional users. You will be answering questions, analyzing problems and come up with a solution for simple and complex incidents. IT problems are very diverse and challenging, from installing simple software to troubleshooting network or server performance.

Primary duties and responsibilities:

·         Provide excellent and effective customer service at all times

·         Accurate identification of user problems via IT support tools and remote tools

·         Provide 2nd line support for incoming service requests and incidents, utilizing the help desk ticketing system

·         Take ownership of support requests and incidents, ensuring they are resolved and ensure customers are communicated to at all times

·         Accurate and timely escalation of problems to specialist support teams

·         Promotion of IT services to professional users

·         Provide mentoring for the 1st & other 2nd line support Engineers

·         Contribute to procedure and policies within the IT department and maintain current procedures and policies

·         Assist on Project work as and when required


·         University degree (in computer technologies) or a background in IT

·         Express yourself fluently in both spoken and written English

·         Previous experience in IT user-support and client service is an asset

·         Willing to work in shifts

·         Knowledge of Microsoft products in general (Office Suite, Windows OS, Windows Server environment)

·         Knowledge of major networking components, networking operating systems and basic configuration and maintenance

·         Knowledge of Active Directory and Exchange environment is an asset

·         Knowledge of Citrix Platform and virtualization is an asset

·         Motivation, discipline, well-structured and flexibility are your key characteristics



·         A challenging job with a lot of variety and future in a fast growing dynamic company with a no-nonsense corporate culture

·         A competitive salary according to knowledge and experience

If you see yourself as a person who could be a valuable part of our team,
don’t hesitate to apply [email protected]
(Application: Email CV with subject “2nd line support”). Please send us your CV in English.

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