IT Support Engineer (2nd Level)

iKnowHow Group is a dynamic, international technology company with 24+ years of experience and a team of 300+ talented professionals delivering innovative technology solutions across Energy, Telecommunications, Banking & Financial Services, and the Public Sector.

Through its specialized subsidiaries, it brings domain expertise in areas such as Health and Robotics—blending deep industry knowledge with advanced, future-ready technologies.

At its core, iKnowHow S.A. delivers end-to-end project development - both internal and client-facing - turning strategy into scalable, real-world solutions. Our portfolio spans Data & AI platforms, enterprise integration, cloud-native applications, and large-scale digital transformation initiatives, enabling leading organizations across the public and private sectors to evolve and grow.

We’re looking for curious, driven people who want to create impact through technology—and grow with us.

As we continue to grow, we are seeking a skilled and motivated IT Support Engineer (2nd Level) to join our support team. This role is essential in ensuring that our clients experience seamless functionality with our software products.

Responsibilities:

·       Provide first- and second-line support for software applications used within the organization.

·       Diagnose, investigate, and resolve software issues reported via email, ticketing system, or phone.

·       Document issues and solutions in a clear and structured manner.

·       Guide users on the correct use of software systems.

·       Provide basic training or reference materials when needed.

·       Assist with onboarding of new staff by setting up accounts and software tools.

·       Monitor system performance and report abnormalities.

·       Assist with software updates, patches, and configuration changes.

·       Perform routine system checks to ensure software stability.

·       Work closely with developers, system administrators, and vendors to resolve complex issues.

·       Escalate unresolved problems with full documentation and diagnostics.

·       Collaborate in testing new software releases or updates before deployment.

·       Maintain accurate support logs and knowledge-base articles.

·       Prepare reports on recurring issues and propose improvements.

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Strong understanding of operating systems (Windows, macOS, Linux).
• Familiarity with SQL, databases, or basic scripting (PowerShell, Bash) is advantageous.
• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Good knowledge of common business applications (Microsoft 365, CRM systems, ERP systems).
• 1-3  years of experience in a similar role