Support engineer

Contenido de trabajo

The support engineer’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Advanced tools may be used to run diagnostics and to develop pro-active resolution scripts. Incidents, Requests and problems may be in domains such as Office applications or other more complex applications.

Taken & verantwoordelijkheden

Resolve known errors incidents related to workstation, printers, software packages, Microsoft patches.
You are responsible for monitoring the tickets and reduce the backlog of level 2, by respecting the SLA
Escalate incidents with accurate documentation to suitable technician or vendor, when required
You are responsible for the execution of different Operational Tasks
You offer alternative solutions and writes procedures
Document solutions that can be delegated to the service desk
Organize information sessions with the service desk to transfer technical knowledge on new projects or changes.
Test fixes to ensure problem has been adequately resolved
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
Alert management to emerging trends in incidents ?
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution

Profiel

Kennis, vaardigheden & ervaring

Strong knowledge on the newest Windows Operating Systems configuration and Support
Good knowledge of principles of application’s deployment
Good analytical and questioning skills
Good knowledge of hardware and standard software packages (MS Word, Excel, PowerPoint, Outlook),
Basic understanding of Active Directory, Exchange, Sharepoint, SCCM, Intune concepts
Basic knowledge of Citrix, O365, Scripting, PowerShell, etc.
Fluently speaking Dutch, French and English (C2), sufficient writing skills in English to document (B1)
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

Opleiding & kwalificaties

Training in ICT or first experience at a customer service
One or more Microsoft Certifications are considered as a strong plus
Itil certification is considered a plus

Persoonlijkheid

Stress resistant
Flexible (shift system)
Punctuality
Ability to conduct research into a wide range of computing issues as required.
Flexible (shift system)
Teamplayer
Strong affinity with IT evolutions
Customer oriented
Punctual
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directe

Ons aanbod

In addition to a pleasant work environment, training and development opportunities, we offer a competitive salary and excellent benefits.