Freelance 2nd Line Support Engineer

Freelance 2nd Line Support Opportunity - West Flanders

We are looking for a proactive and technically skilled 2nd Line Support Engineer to provide advanced IT support to end users and assist in resolving escalated technical issues. The ideal candidate will act as a bridge between the 1st line support team and more specialized technical teams, ensuring swift resolution of problems and minimal disruption to business operations.

Responsibilities:

• Respond to and resolve 2nd line support tickets escalated from the service desk in a timely and professional manner.
• Troubleshoot hardware, software, network, and peripheral issues across a variety of systems and platforms.
• Provide remote and on-site support to users as required.
• Maintain clear and user-friendly communication throughout the support process.
• Log, update, and document issues and resolutions within the IT ticketing system.
• Provide guidance and knowledge transfer to 1st line support where appropriate.
• Support and maintain desktop/laptop devices, mobile devices, printers, and other end-user hardware.
• Support enterprise applications including Microsoft 365, Active Directory, Windows OS, and collaboration tools.
• Administer user accounts, permissions, and access rights in systems like AD and Exchange.
• Escalate unresolved or complex issues to 3rd line support or specialized teams with detailed documentation.
• Work closely with infrastructure, network, and cybersecurity teams on cross-functional incidents and service requests.

Additional Details:

• START DATE: Flexible
• DURATION: Long term
• CONTRACT: Freelance
• ONSITE POLICY: Hybrid (4 days on site)
• HOURS PER WEEK: 40
• LANGUAGES: English and Dutch
• INTERVIEW PROCESS: One stage

If you are interested or know anyone who could be a good fit please send your CV to matthew@Kodastaff.com