2nd Line Support Engineer – Retail & POS Systems

Our client, a leading organization in the retail sector, is looking for an IT Support Second Line Engineer to provide advanced operational support for store and back-office environments. The role focuses on resolving escalated incidents to ensure the stability of payment terminals, store networks, and retail applications in a fast-paced setting.

• Resolve advanced second-line incidents related to store systems, payment terminals, and retail networks.
• Troubleshoot specialized retail applications including inventory tools, stock management, and ordering platforms.
• Coordinate with third-party vendors for hardware replacement and payment system escalations.
• Support the deployment and rollout of new store hardware or software versions.
• Document recurring issues and process improvements to minimize operational downtime.
• Collaborate with first-line support teams to ensure business continuity for retail operations.

• 1+ years of experience in IT support within a second-line or advanced service desk capacity.
• You possess experience supporting retail environments including POS systems, warehouses, and back-office environments.
• You have technical proficiency with Windows 10/11 and basic Windows Server administration.
• You bring expertise in troubleshooting POS hardware (HP, Toshiba, or NCR) and payment terminals (Worldline or Ingenico).
• You have experience with retail peripherals such as receipt printers, barcode scanners, and label printers.
• You're familiar with ITSM tools such as ServiceNow, Confluence, or Jira Service Desk.
• You have experience using remote support tools including TeamViewer, SQL, or SCCM Remote Control.
• You possess basic network troubleshooting skills involving switches, Wi-Fi, DHCP, and VLAN basics.
• You're proactive, solution-oriented, and stress-resistant in fast-moving environments.
• You are fluent in Dutch or French with at least passive knowledge of the other language.

Nice to Haves

• Knowledge of SCCM or Intune for software deployment.
• Experience with Mobile Device Management for Android and iOS.
• Familiarity with ITIL processes such as Incident, Change, and Problem Management.
• Basic knowledge of Linux environments.
• Experience with monitoring and logging tools.

• Start date: ASAP
• Duration: 6 months
• Work regime: Full-time
• Location: Kobbegem
• Working model: Hybrid (2 days onsite, 3 days remote)
• Contract: open to both permanent employees and freelancers