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managed services & support

Service & Support Engineer

Job description

The Service & Support Engineer holds a more mature role within the MS&S team, primarily responsible for the daily operations and the more time-consuming/uncommon or escalated items. He or she adds value by maintaining an excellent client relationship and by sharing knowledge with the more junior team members.

Are you ready for the next step in your career?

Key responsibilities

  • Provide 2nd-line support onsite or remotely to ensure incident(s), service request(s), and problems are resolved promptly (work to SLA thresholds).  
  • Conduct remote/ on-site troubleshooting
  • After identifying the issue, proactively contact and guide the end user through the required steps to resolution or escalate to 3rd line support when necessary.
  • Systems & Performance monitoring, trend analysis, and problem management.
  • Review of Services, patching, and security
  • Pro - actively work with the Service Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
  • Prioritizing and Managing workload effectively, managing several open incidents/problems and mini projects simultaneously
  • Update the ticketing system, ensuring calls are logged and all notes, progress, and required actions are updated promptly and accurately.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.


  • Advanced Vocational (mbo 4) or Higher Vocational toward ICT and specific Microsoft or
    HPE certification or relevant work experience (8 years plus)
  • Good communication skills, both verbal and written in Dutch and English
  • Teamplayer, stress-resistant, pragmatic and enthusiastic