Second Line Support Engineer

Job Description

Here at Capgemini, we are shaping the future.

To reinforce our service desk we’re looking for second-line support engineers to join our team.

What we expect from you:

• Assisting customers with hardware, software, configuration and application problems

• Support by by phone, email, remote support and onsite service.

• Escalate complex queries to the relevant team member or external support provider for resolution when necessary.

• To ensure that support calls are logged on the helpdesk system and resolved within SLA.

• Maintain documentation for all systems (hardware and software, network).

• Diagnose and troubleshoot technical issues, for Laptops, Desktops, Account & Network configuration, Windows 10 configuration

• Work closely with the L1 support to share knowledge & L3 support for more complex incidents

• Provide prompt and accurate feedback to customers and follow up to ensure full functionality after troubleshooting

• Prioritizing open issues

• Having a customer mindset and maintaining good relationships with customers.

• This function offers an excellent starting point when you want to grow in to a specific function like Security or Network specialist, Azure & M365, Vmware or Hyper-V specialist.

You will need the following skills and experience:

• Good knowledge of Windows Server, Windows 10, MS Office, Active Directory

• Microsoft 365 applications & configuration

• ITIL Foundation

• Networking Skills

• Excellent customer service skills and your mission is to help end users in the most efficient way

• We are looking for a generalist as we provide service to different customers & environments

• We are looking for an engineer with a proactive & problem solving attitude

• You need Hardware, windows 10, printer and networking troubleshooting skills

• Experience in Virtualization & Citrix environments is a plus

• Dutch, English are mandatory + a good level of French.

What you can expect from us:

We offer you the opportunity to work as part of the Cloud Infrastructure Chapter on projects with small, medium-sized, and large international and multinational clients.
A dynamic work environment with your fellow Support enthusiasts within Capgemini, and a good cup of coffee! The freedom to develop yourself through our ALL-YOU-CAN-TRAIN concept gives you access to all cloud-related training, you name it!
Tell us your ambitions and we are looking forward to helping you reach them together. This is all supported by an attractive salary package.

• Market range salary
• Company car + fuel card
• Unlimited training with our ALL-YOU-CAN-TRAIN concept
• Insurances
• and many more

Read all about it in the below 2 links

• A career where high performance is rewarded and where we expect you to use the “Capgemini Academy” to your full benefit.
• 10 Reasons to Join Capgemini : https://www.capgemini.com/be-en/10-reasons-to-join-capgemini/
• Learning and development https://www.capgemini.com/be-en/careers/learning-development/