support engineer

IT Support
Localisation Zaventem
intéressé(e) ?

Description du poste


Équipe

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.

Activités et responsabilités

  • 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

Profil

Connaissance, Compétences & Expérience 

  • 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.

Formation

  • 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

Personnalité 

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

Notre offre

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

 
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