On Site Service Engineers (OSS Engineers) focus on infrastructure IT equipment and end‑user computer customer experience, ensuring all interactions result in a positive support‑based service.
Responsibilities
* Perform timely resolution of workstations, mobile, hardware and software problems within SLAs through effective use of experience, knowledge, and technical resources via a ticketing system.
* Own, lead, and communicate with key contacts in other resolver groups to ensure right action is taken for issue/task resolution.
* Follow up all processes for IT system usage and document all actions and activities performed on IT equipment.
* Work autonomously, self‑motivated, and act with limited support and supervision (On‑Call services).
* Conform to international key IT processes such as support, change and asset management (ITIL).
* Provide break‑fix and support in Microsoft environment for laptops, desktops, tablets and associated hardware, software & peripherals including operating system, base loaded software, Office suite and other business applications as well as mobile devices (Android/iOS).
* Perform imaging/re‑imaging of end‑user IT devices according to client IT security policies and procedures.
* Support IT infrastructure equipment including large‑scale office moves and re‑stack activities that includes printers and MFDs.
* Provide smart‑hands and eyes support for servers, network equipment, and security devices on site locations, as per client or HCL policies and procedures including access related issues with smart card, password, and security applications (Home Office users).
* Coordinate with vendors / contractors for provision of end‑user support and participate in outside‑of‑support HCL or client projects as requested.
* Provide IT support for on‑site and/or off‑site events and meetings.
* Provide on‑call support outside business hours, including IT support for disaster recovery and emergency response service.
Qualifications
* BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.
* ~3 years of technical experience in IT technical support and/or IT service delivery.
* Fluent in Dutch and English; site‑specific language (depending on Dutch) and English required.
Benefits & Culture
A supportive, diverse, and global team with a brilliant culture, offering opportunities to engage in CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion, and more.
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