Support Engineer

Connect Group is seeking a Support Engineer. As a Support Engineer, you are the first point of contact for IT-related questions from colleagues in our production and office environment. You listen to users, analyse the issue and ensure a fast, customer-focused solution. You resolve common incidents yourself and escalate more complex requests to second-line support in a timely manner. In this way, you help minimise downtime, keep colleagues productive and contribute to reliable IT service delivery.

• You register and classify incidents and service requests received by phone, ticket or directly at the service desk.
• You provide first-line support in line with the applicable ITIL processes and internal work instructions.
• You quickly restore basic services, for example by unlocking accounts, resetting passwords, replacing peripherals or restarting a frozen workstation.
• You handle routine requests, such as software installation, setting up a new user or workstation, and supporting printer-related issues.
• You support Windows 10/11, Microsoft 365, PCs, laptops, printers and mobile devices.
• You carry out basic checks on network connections, VPN access and IP connectivity.
• You clearly document symptoms, steps taken and solutions in the ticketing system.
• You escalate more complex incidents to second-line support with the correct technical information and keep the user informed of progress.
• You explain technical steps clearly and patiently to both production operators and office employees.

• You have a bachelor’s degree in IT, Computer Science, Networking or a comparable field.
• You have 0 to 2 years of experience in IT support, a helpdesk or service desk environment. Relevant internship experience also counts.
• You have excellent spoken and written Dutch and a good working knowledge of English for documentation and collaboration with international teams.
• You are customer-focused, patient and communicate in an accessible way with non-technical users.
• You work in a structured way, set priorities and analyse problems step by step.
• You can work independently, while also collaborating smoothly with colleagues and other IT teams.
• You are eager to learn and carefully follow procedures, SLAs and agreements.
• You have basic knowledge of Windows, Microsoft 365, end-user devices, networking and ticketing systems.

Nice to Have: Experience with endpoint management tools such as ManageEngine Endpoint Central or Microsoft Intune, basic IT security awareness, familiarity with Sophos, Darktrace or similar tools, and an interest in MES, ERP/SAP, remote support or Linux.

• An accessible entry-level role in an international production environment where your support has an immediate impact.
• A permanent, full-time contract within the Infrastructure & Operations team.
• Practical guidance and access to relevant training courses and certifications.
• Growth opportunities.
• A collegial, hands-on working environment with room to learn and take ownership.
• A competitive salary and benefits package in line with your experience.

Interested?

We are looking for someone who enjoys technology, likes finding solutions, and wants to see clear results from their work. Send us your CV and join the Connect Group team.