L2 Servicedesk Engineer

Function

We’re looking for an experienced 2nd Line Service Desk Engineer to strengthen our client’s IT support team. In this role, you’ll take ownership of incidents and service requests that require deeper technical analysis. Rather than simply resolving individual issues, you’ll investigate root causes, identify relationships between technologies and look for sustainable solutions that prevent recurring problems.

Your Role & Responsibilities

You’ll work in a Microsoft-first environment, supporting users across their modern workplace while maintaining a broad view of the underlying IT landscape.

• Analyse and resolve complex 2nd line incidents and service requests independently.

• Take ownership from initial investigation through resolution and communication with the customer.

• Troubleshoot across the Microsoft 365 ecosystem, including:

  • Microsoft Entra ID

  • Exchange Online

  • Microsoft Intune

  • SharePoint Online

  • Microsoft Teams

• Investigate issues involving multiple technical domains such as identity, security, endpoint management, networking and applications.

• Look beyond the immediate incident to identify root causes and recommend sustainable improvements.

• Recognise recurring issues and contribute to better documentation, processes and automation.

Collaboration & Continuous Improvement

You’ll also play an important role in strengthening the wider support organisation. You’ll act as a technical sparring partner for colleagues and help improve the overall quality of the service delivered to customers.

• Support and advise colleagues across 1st and 2nd line support.

• Share technical knowledge and best practices with the wider team.

• Help colleagues develop their troubleshooting and technical skills.

• Identify opportunities to improve internal support processes and service quality.

• Think critically about both the technical and functional impact of proposed solutions.

Your Profile

• Several years of professional experience in IT support, preferably within a 2nd line support role.

• Strong experience independently analysing and resolving more complex technical incidents.

• Hands-on knowledge of Microsoft 365 administration and its associated management portals.

• Practical experience with technologies such as Entra ID, Exchange Online, Intune, SharePoint Online and Microsoft Teams.

• Broad technical understanding of identity, security, endpoint/device management and networking.

• Strong troubleshooting skills and the ability to understand how different infrastructure and workplace technologies interact.

• A proactive mindset with a focus on ownership, root-cause analysis and continuous improvement.

• Strong customer communication skills and the ability to explain technical issues clearly.

• Comfortable sharing knowledge and collaborating with both technical colleagues and end users.

• Fluent Dutch and English, combined with a good working knowledge of French.

Contactperson & Reference

• Reference #: INR28176
• Marilyn Weytens
• marilyn.weytens@i4m.be