Support Engineer

Key Responsibilities:

L1 Support:

• Provide first-line support for end-users via phone, email, and ticketing tools.
• Perform initial diagnosis and troubleshooting of issues related to desktops, applications, network, email, and user accounts.
• Log and track incidents in the service management system (e.g., ServiceNow, BMC Remedy).
• Escalate unresolved incidents to L2/L3 support teams as required.
• Maintain knowledge base articles and FAQs to improve user self-service.

L2 Support:

• Handle escalated issues from L1, involving deeper investigation and resolution.
• Troubleshoot and resolve hardware and software problems, including OS issues, application errors, and network connectivity.
• Support Microsoft 365, Active Directory, remote desktop tools, VPN, and enterprise applications.
• Perform system updates, patching, and user access control.
• Coordinate with third-party vendors for advanced troubleshooting or hardware replacements.

Required Skills & Experience:

• 5 years of experience in L1 or L2 IT support roles.
• Excellent communication skills in Dutch and English.
• Strong knowledge of Windows OS, Office 365, and basic networking concepts.
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop, SCCM).
• Familiarity with ITIL processes (Incident, Request, Change Management).
• Experience working with ticketing systems like ServiceNow, Jira, or BMC.
• Customer-oriented mindset with the ability to work in a fast-paced environment.

Nice to Have:

• ITIL Foundation certification.
• Experience in supporting enterprise-level applications (ERP, CRM, etc.).
• Knowledge of Mac OS and mobile device support (iOS, Android).
• Experience working in multilingual and multicultural environments.