Second Line Support Engineer in Saint-Amand-les-Eaux

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.
• 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

• 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

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.

Work Mode

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

Start Date

ASAP

Working Hours

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.

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