support engineer

IT Support
Locatie Zaventem
Interesse?

Jobomschrijving


Team

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.
  • 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

Ons aanbod

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

 
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