Second Line Support Engineer

2nd Line On-Site Support Engineer

About the Role

We are looking for an experienced 2nd Line On-Site Support Engineer to join a support team of three engineers providing technical assistance, troubleshooting, and issue resolution within a highly regulated pharmaceutical environment.

The successful candidate will play a key role in ensuring operational continuity, supporting end users on-site, and acting as an escalation point for complex technical issues.

Key Responsibilities

Incident Handling & Troubleshooting

• Receive and manage technical escalations from Level 1 Support.
• Investigate reported incidents and perform technical analysis to identify root causes.
• Provide recommendations, corrective actions, and workarounds when applicable.
• Collaborate with internal IT teams and third-party vendors to facilitate issue resolution.
• Escalate unresolved incidents to Level 3 Support or external providers when required.
• Ensure proper documentation and follow-up of incidents until closure.

Service Requests & Technical Support

• Perform configuration changes and system adjustments within the authorized scope.
• Provide on-site support for end-user hardware and software issues.
• Advise users and internal teams on best practices and troubleshooting procedures.
• Assist with system maintenance activities, updates, and device replacements.
• Support workstation, laptop, mobile device, printer, and peripheral management.

Escalation Management

• Coordinate communication between end users, Level 3 teams, vendors, and service providers.
• Gather and provide relevant logs, diagnostics, and technical information to support investigations.
• Monitor escalated tickets and ensure timely follow-up.
• Maintain ownership of incidents until feedback or resolution is obtained.

On-Call Support

• Participate in a rotating stand-by service every 3 weeks .
• Provide 24/7 on-call support during assigned periods.

Required Profile

Experience

• Minimum 3 years of professional experience in On-Site IT Support (Level 2 Support) .
• Proven experience in incident management, troubleshooting, and user support within enterprise environments.
• Experience working with ticketing systems and IT service management processes.

Technical Skills

• Strong knowledge of:
• Windows environments
• Microsoft 365
• Hardware diagnostics and replacement
• Network connectivity troubleshooting
• Active Directory
• Printers and peripheral devices
• Endpoint support and workplace technologies
• Familiarity with ITIL principles is an asset.

Soft Skills

• Strong analytical and problem-solving mindset.
• Excellent communication and customer service skills.
• Ability to work independently while collaborating effectively with technical teams and vendors.
• Sense of ownership and accountability.
• Flexible and willing to participate in an on-call rotation.
• French: Fluent
• Dutch: Minimum B1 level
• English: Professional working proficiency

Working Conditions

• Working schedules follow French public holidays .
• On Belgian public holidays that do not coincide with French holidays, work is required.
• On French public holidays that do not coincide with Belgian holidays, no work is required.

Security & Compliance

• Preliminary background checks (BGV) are mandatory.
• The role is performed in a pharmaceutical environment with strict security, compliance, and access-control requirements.
• Candidates must be able to adhere to rigorous security procedures, regulatory standards, and site-specific operational guidelines.

Location: Saint-Amand-les-Eaux (France)

Work Mode: 100% on-site presence required (5 days per week)

Start Date: ASAP

Working Hours: 08:00 AM - 05:00 PM

Due to the full-time on-site nature of this position, we kindly ask candidates to apply only if they can reasonably commute to Saint-Amand-les-Eaux every working day.

This opportunity is open to both employees and freelance consultants.

If you are an experienced IT Support professional who enjoys solving technical challenges in a customer-facing environment, we would be pleased to hear from you.