Location: Belgium - Zaventem | Job-ID: 213909 | Contract type: Standard | Business Unit: System Engineering & Technicians
Life on the team
You will provide technical support at one of our key customer sites. You will work at a TechCenter location within an extended global team. You will have excellent technical and interpersonal (soft) skills, whereby our customers will bring in their devices (laptops, tablets, smartphones, or peripherals for example) to seek service support. You will usually address how-to questions and offer troubleshooting and break/fix services through scheduled appointments or ad hoc requests (also available as virtual appointments delivered via MS teams) and or directly at the customer’s desk.
Who we are looking for
1. We expect you to be passionate about IT when dealing with customers on a day-to-day basis
2. You have excellent hardware/software break fix experience and problem-solving abilities
3. You will provide a superior level of service and assistance to ensure that our customers are well taken care of for any support related issues
4. Your Soft skills must be unquestionable
5. We expect you to take responsibility for your own area which includes the IMAC life cycle as well as managing your ticket queue in line with contractable obligations
6. You are expected to adhere to SLA’S agreed with the customer
What you will do
You will be working as part of a dynamic and international team where you will provide day to day support onsite via our Tech Centre (Walk Up and Virtual)
Your daily activities will include:
7. Deploy and support locally In-Scope Devices
8. Provide workplace break/fix and Level 1 and 2 hardware and system software support as coordinated through the Service Desk (level 1)
9. Coordinate with Vendors for server break/fix and Level 1 and 2 hardware and system software support as coordinated through the Service Desk
10. Maintain and update processes and procedures for supporting the On-Site Technical Support Services
11. Maintain appropriate equipment spares inventory levels to meet Service Levels
12. Coordinate with the Service Desk and all other necessary departments to manage all On-Site Technical Support tickets
13. Collect and distribute the hardware from/to users (movers, leavers, newcomers, etc.) and do the necessary related administration (as part of IMAC)
14. Own, Monitor, Track, Communicate and Close tickets
What you will need
You will be an expert in dealing with customers at all levels, you will bring exceptional direct technical skills as well as great interpersonal skills
15. Operating Systems Expertise: A good understanding of Windows 11 in troubleshooting, configuring, and optimization
16. Software and Application Support: A good working knowledge of the common software, office suites, and industry-specific applications used. You will be capable of troubleshooting issues and offering guidance on how to use these tools effectively
17. Mobile Device Management (MDM): Proficiency in managing mobile devices, including smartphones and tablets, is essential. This includes configuring email, securing devices, and troubleshooting mobile-specific issues
18. Hardware Troubleshooting: An in-depth knowledge of computer hardware, including laptops, desktops, printers, and peripherals, is required. You will be able to diagnose and repair hardware issues and/or coordinate hardware replacements
19. Cybersecurity Awareness: A good understanding of cybersecurity principles is essential for protecting the sensitive information and communication. This includes knowledge of best practices for securing devices, data, and communications
20. IAM: Familiar with data protection and regulatory compliance is desirable
21. Network Troubleshooting: You will understand both wired and wireless network configurations and be able to ensure a reliable and secure connection
22. Audio-Visual Technology: An Understanding of audio-visual equipment, including video conferencing systems, projectors, and sound systems, is important for setting up and troubleshooting presentations and meetings is a plus
23. Problem-Solving and Adaptability: In addition to technical skills, you will possess strong problem-solving abilities and the capacity to adapt to modern technologies and tools quickly
24. Soft skills: Exceptional customer facing and communication skills
25. ITIL: Knowledge of this methodology
26. ITSM: Knowledge of BMC Helix and Servicenow
27. Languages: Fluent English, both verbal and written is mandatory. Dutch and/or French is a plus point
28. Driver’s License: A valid driver’s license B
29. Experience: minimum 1 year