Second-Line IT Support Engineer — Digital Identity & eSign

DP A; Brussel Hoofdstad; Hybrid; EUR 45,000 - 54,000; Full time

Benefits offered by this job

Meal vouchers

Commuting allowance

Additional holidays

Group insurance

Outpatient and inpatient insurance

Home working option

Job summary

DPA, the IT platform of two professional bodies, is seeking a Second Line Support Engineer to join the Support team in Brussels. The role focuses on incident ownership, in-depth investigation, and escalation to higher support levels, with a strong emphasis on ITIL processes and knowledge base documentation.

You will work on digital identity, e-signature, and API integrations, with a view to improving problem management and first-contact resolution.

Qualifications

• Bachelor's degree in computer science or related IT field with 2–3 years in second-line or technical support.
• Strong troubleshooting: logs analysis, SQL queries, web services and APIs (REST/SOAP), XML/JSON.
• Knowledge of digital identity, certificates and eSignature (eID, itsme, PKI) is a plus.
• Familiar with ITIL incident, problem and change management and rigorous documentation.
• Ability to explain findings in plain language to non-technical staff and in technical terms to developers.
• Fluent in Dutch or French, good knowledge of the other national language, and comfortable in English.

Responsibilities

• Take ownership of incidents and requests escalated by the first-line Service Desk, from analysis to resolution.
• Investigate logs, configurations, data; reproduce issues in test environments; identify root causes.
• Provide technical support on the DPA platform and its environment: user accounts, digital identity, e-signature, judiciary interfaces, and third-party integrations.
• Elevate to third line with complete, documented, reproducible files; follow up until closure.
• Contribute to problem management by identifying recurring incidents and proposing fixes.
• Document solutions in the knowledge base and coach colleagues for first-contact resolution.
• Participate in validation of releases and changes; test new versions before deployment; report anomalies.
• Assist in major incident handling with diagnostics, workarounds, and status updates.
• Work within ITIL-aligned processes and record analyses and actions in the service management tool.

Skills

Log analysis

SQL queries

REST/SOAP

XML/JSON

Windows client

Networking basics

ITIL

Documentation

Dutch or French fluency

English proficiency

Education

Bachelor's degree in computer science or related IT field

Tools

Support platform

Job description

DPA, the IT platform of two professional bodies, is seeking a Second Line Support Engineer to join the Support team in Brussels. The role focuses on incident ownership, in-depth investigation, and escalation to higher support levels, with a strong emphasis on ITIL processes and knowledge base documentation.

You will work on digital identity, e-signature, and API integrations, with a view to improving problem management and first-contact resolution.