Hybrid 2nd Line Support Engineer

at MEDIAGENIX

• Job title: 2nd Line Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Groot Bijgaarden, Belgium

About the role

• 2nd Line Support Engineer maintaining IT systems for media companies like BBC and Disney. Handling advanced troubleshooting and supporting helpdesk engineers in a dynamic environment.

Responsibilities

• Act as the technical backbone for escalated IT issues, providing advanced troubleshooting and resolution beyond first-line capabilities.
• Serve as a key point of contact for complex incidents and requests in Windows Server, Active Directory (AD), and network infrastructure.
• Guide and support first-line helpdesk engineers through Jira, ensuring efficient ticket handling and knowledge sharing.
• Perform system administration tasks: Manage and maintain Active Directory (user accounts, groups, GPOs, permissions), handle Windows Server configurations and updates, perform basic troubleshooting of LAN/WAN connectivity issues and assist with firewall rule reviews and network security configurations.
• Manage licenses and subscriptions for third-party SaaS solutions, ensuring compliance and cost optimization.
• Collaborate with other teams (Cloud, DevOps, Security) to resolve cross-functional issues.
• Maintain documentation for processes, configurations, and troubleshooting steps.
• Contribute to continuous improvement by identifying recurring issues and proposing preventive measures.

Requirements

• Strong technical knowledge of Windows environments, Active Directory, and network fundamentals.
• Familiarity with ticketing systems (preferably Jira) and ITIL-based workflows.
• Hands-on experience with system administration and basic networking.
• Ability to mentor and guide first-line engineers effectively.
• Excellent problem-solving skills and attention to detail.
• Good understanding of SaaS license management and subscription tracking.
• Experience with Jira and Confluence automation (e.g., creating workflows, automation rules, and integration with other tools).
• Knowledge of AI-driven solutions and tools (e.g., machine learning basics, agentic AI, automation platforms like Microsoft Power Automate or Atlassian Automation).
• Familiarity with scripting (PowerShell) and cloud environments is a plus.
• Strong communication skills in English.
• Education: You hold a bachelor’s degree in IT, Computer Science, or related field, or alternatively, relevant certifications (e.g., Microsoft Certified: Windows Server/AD, CompTIA Network+).

Benefits

• A people-centric culture where your work truly matters
• Close collaboration with international teams
• The chance to shape Business Support in a global organization
• A varied role with real ownership and room to grow