Level 2 IT Service Desk Engineer – Customer-Centric Support

Prodata Systems; Indiana (PA); On-site; USD 48,000 - 60,000; Full time

Job summary

Prodata Systems is seeking a Level 2 Service Desk Engineer to join our Service Desk team. You will provide excellent customer service and resolve technical issues, with a strong problem-solving attitude and focus on customer satisfaction.

Based in Zaventem or at customer sites around Belgium, you will handle 2nd line issues by phone, email, live chat or on site, escalate when needed, and contribute to IT projects including onboarding new customers and transitions.

Qualifications

• You have 3 years’ experience in an IT support role.
• You have experience working with a ticketing system.
• You are customer-service oriented with a problem-solving attitude.
• You are adaptable, enjoy teamwork and have good relational skills.
• You are proactive, independent, accurate and have good problem resolution skills.
• You have good verbal and written communications skills in Dutch, French and English.
• You have expertise with Digital Workplace technologies (Windows, Office, PCs, mobiles, UC).
• You have knowledge of Active Directory, Windows Server and networking.
• You have some experience with hardware diagnostics and repair.

Responsibilities

• Provide telephone support logging and prioritizing tickets to meet service levels.
• Resolve 1st and 2nd line issues via phone, email, live chat or on site.
• Follow up service requests, incidents and problems by email, phone or Internet.
• Communicate adapted updates to customers and provide feedback until resolution.
• Escalate tickets to Infrastructure or external support to ensure timely resolution.
• Carry out admin tasks to ensure Service Desk efficiency.
• Resolve desktop/laptop/printer/hardware issues and basic network/server troubleshooting.
• Administer Windows infrastructure and resolve related problems.
• Contribute to IT projects, onboarding new customers and transitions.

Skills

IT support experience

Ticketing system

Multilingual: Dutch, French, English

Customer service

Problem solving

Team player

Tools

Ticketing system

Windows platforms

Job description

Prodata Systems is seeking a Level 2 Service Desk Engineer to join our Service Desk team. You will provide excellent customer service and resolve technical issues, with a strong problem-solving attitude and focus on customer satisfaction.

Based in Zaventem or at customer sites around Belgium, you will handle 2nd line issues by phone, email, live chat or on site, escalate when needed, and contribute to IT projects including onboarding new customers and transitions.