2nd line service desk engineer

Mission Overview:

Join Keystone Solutions as a Second-Line Service Desk Consultant for a consultancy mission with our client. You will analyze and resolve complex IT incidents and problems, and when necessary, contribute to structural improvements. This role requires extensive knowledge of end user computing, networks, applications, and IT processes, as well as the ability to understand cause-and-effect relationships and propose sustainable solutions. As a Keystone Solutions consultant, you will carry out these responsibilities while working closely with the client.

Consultancy Nature of Work:

As a Keystone Solutions consultant, you will operate on-site and remotely in collaboration with our client's teams. You will deliver second-line support within the client environment while benefiting from Keystone Solutions' consultancy framework, applying your expertise to client needs and ensuring high-quality, bilingual end-user support.

Key Responsibilities:

• Handle incidents and service requests, both after an initial analysis by the first line and autonomously, ensuring follow-up via various ticket channels (walk-in desk, Microsoft Teams calls, and the ticketing tool).
• Configure network equipment (switches, firewalls, access points) to make work sites operational as quickly as possible.
• Document new solutions, as well as tips, best practices, and troubleshooting advice.
• Provide active support to the first line to help colleagues grow in their role, develop their knowledge, and progress tickets efficiently toward solutions.

Required Technical Expertise:

• Very strong knowledge: End user computing (Windows, Android, iOS) and Networking.
• Good knowledge: Azure/Entra (Users, Groups, Apps), Active Directory (on-premise), Exchange, SharePoint, Teams, Intune.

Soft Skills:

• Clear communication, customer-oriented approach, strong stress resilience, and the ability to explain complex technical concepts in an understandable way.
• Adequate expectation management and a professional attitude toward feedback.
• Patient, eager to learn and curious, stress-resistant, team player, and flexible.

Languages:

• Excellent command of Dutch or French at C2 level.
• The second national language at minimum B2 level.
• English at minimum B1 level.

Dynamic Projects:

Work on diverse challenges across client environments as a Keystone Solutions consultant, addressing complex incidents, configuring network equipment, and improving operational efficiency.

Turbo-Charged Learning and Development:

Grow your expertise across end user computing, networking, and Microsoft cloud ecosystems by documenting solutions, sharing best practices, and actively supporting first-line teams.

Ambition Skyrocketing within a Consultancy Framework:

Accelerate your career through varied client engagements where you take ownership of complex cases, drive structural improvements, and deliver bilingual, high-quality support.

Keystone Solutions Values in Action:

Being a K-Stone means bringing professionalism, clarity, customer focus, and teamwork to every client project—managing expectations, communicating transparently, and delivering sustainable solutions.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.