Job Title

2nd Line Service Desk Analyst – Dutch Speakers

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R20000 - R23000 Per Month
Area:
Sector: Technology
Posted: 29 May 2025

Job Details

 

 
 

About the Business

The business provides expert IT support to UK-based companies, helping them use technology to achieve their goals. We believe in building strong relationships, offering personal service, and always doing what’s right for our clients. We take pride in solving problems, improving systems, and being the go-to team our clients can rely on.

For us, it’s personal—we treat every client’s business like our own.

What You’ll Be Doing

As a Shared 2nd Line Support Engineer, you’ll be part of a team that helps solve more complex technical issues that the 1st line team can’t resolve. You’ll provide remote IT support to users, work with a variety of systems, and help keep things running smoothly. You’ll also be responsible for documenting solutions, escalating issues when needed, and contributing to a great customer experience.

Main Responsibilities

  • Understand the services the business is providing and follow best practices (based on ITIL).

  • Support users by phone, email, chat, and tickets.

  • Quickly understand and fix technical problems, or pass them to the right team.

  • Keep clear, professional records of issues and resolutions in our ticketing system.

  • Communicate clearly with users in English, both spoken and written.

  • Make sure issues are resolved within agreed timeframes (SLAs).

  • Spot patterns in alerts or issues and suggest ways to prevent them.

  • Help update or create documentation and knowledge articles.

  • Monitor system alerts (ServiceNow, Teams) and respond appropriately.

  • Help manage the queue of open support tickets.

You’ll Also Be Expected To:

  • Take calls and log new tickets.

  • Cover for other team members when needed.

  • Escalate high-priority issues appropriately.

  • Stay calm under pressure and work well in busy situations.

  • Keep learning and growing your skills.

  • Follow client-specific processes.

  • Support core hours and out-of-hours service as needed.

What Success Looks Like

  • High customer satisfaction scores.

  • Quick and accurate handling of daily support tickets.

  • Meeting SLAs for response and resolution times.

  • Clear and helpful documentation of all work.

  • Growth in your own technical knowledge and certifications.

What You’ll Need
Essential Skills:

  • Experience in IT support or a related field.

  • Strong communication skills in Dutch and English (written and spoken).

  • A positive, can-do attitude and good customer service skills.

  • Ability to manage and resolve technical issues independently.

  • Team player with great attention to detail.

  • Ability to work calmly and professionally under pressure.

  • Good problem-solving and fault-finding skills.

Technical Experience:

  • Microsoft Azure: Managing VMs, security, storage, networking, and services like Azure SQL, App Services, Key Vault, and RBAC.

  • Office 365 (O365): Managing Exchange Online, Teams, SharePoint, and OneDrive.

  • Active Directory: Managing users, security groups, GPO, replication, and DNS/DHCP.

  • Server Infrastructure: Microsoft Server OS up to 2019, VMware, Dell/HP servers, N-able, server rebuilds.

  • Backup Solutions: Experience with VEEAM, Azure Backup, Backup Exec, and MABS.

  • Experience supporting third-party business apps (e.g., Coins, Agress).

Qualifications:

  • Required:

    • AZ-900 (Microsoft Azure Fundamentals)

    • MS-900 (Microsoft 365 Fundamentals)

  • Nice to Have:

    • AZ-104 (Microsoft Azure Administrator Associate)

Why Join Us?

  • Work with leading cloud technologies.

  • Be part of a collaborative and friendly support team.

  • Learn and grow with opportunities for training and certification.

  • Make a real impact helping clients with the tools they depend on.

 

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