Second Line Support Engineer

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 is the IT company of two professional organisations, the OVB (Orde van Vlaamse Balies) and the OBFG (Ordre des Barreaux francophones et germanophone), and is dedicated to further automating and digitising the legal profession.

DPA, short for “Digital Platform for Attorneys”, is an online platform that enables Belgian lawyers to communicate digitally with the judiciary, fellow lawyers and third parties.

To support its continued growth, DPA is looking for a Second Line Support Engineer to join the Support team. We place great importance on our employees’ professional development and support their growth through regular training and attractive career opportunities.

Responsibilities

• You take ownership of incidents and requests escalated by the first-line Service Desk, from analysis through to resolution.
• You investigate in depth: you analyse logs, configurations and data, reproduce issues in test environments, and identify the root cause rather than the symptom.
• You provide technical support on the DPA platform and its environment: user accounts and access rights, digital identity and e-signature (eID, itsme, certificates), interfaces with the judiciary and integrations with third-party software.
• You elevate to third line (internal development teams and external suppliers) with a complete, documented and reproducible file, and you follow up until the issue is closed.
• You contribute to problem management: you identify recurring incidents, propose structural fixes and follow up on their implementation.
• You strengthen the first line: you document solutions in the knowledge base, coach your colleagues and help raise the share of cases solved at first contact.
• You take part in the technical validation of releases and changes, test new versions before deployment and report anomalies to the development teams.
• You support major incident handling: technical diagnosis, workarounds and clear status updates to the Service Delivery Manager.
• You work within ITIL-aligned processes and record your analyses and actions accurately in the service management tool.

Your profile

• You hold a bachelor’s degree in computer science or a related IT field and have at least two to three years of experience in a second-line, application support or technical support role.
• You are a strong troubleshooter: you are comfortable reading logs, writing SQL queries and working with web services and APIs (REST/SOAP, XML/JSON), Windows client environments and networking basics.
• Knowledge of digital identity, certificates and electronic signature (eID, itsme, PKI) is a strong asset, as is experience with a software platform used by external professional end users.
• You know your way around ITIL incident, problem and change management, and you document rigorously: an unwritten solution is a solution lost.
• You explain technical findings in plain language to first-line colleagues and users, and in precise technical terms to developers and external suppliers.
• You are fluent in Dutch or French, have a very good working knowledge of the other national language, and you are comfortable in English, the working language with most suppliers.
• You work autonomously and in a structured way, you keep a cool head during major incidents, and you take initiative to prevent problems rather than only fix them.

What we offer

• A growing IT company with an ambitious plan to modernise and further digitise the legal profession.
• A gross monthly salary from EUR 4.000 to EUR 4.800 for a full‑time position, depending on your relevant experience, plus benefits such as meal vouchers, commuting allowance, additional holidays, group insurance, and outpatient and inpatient insurance.
• A workplace in the heart of Brussels, easily accessible by public transport.
• The option to work partly from home.