Job Summary
Member of on-site support teams across EMEA (Europe Middle East Africa), On Site Service Engineers (OSS Engineers) primarily focus on infrastructure IT equipment and end-user computer customer experience to ensure all interactions result in a positive support-based service. They deliver a service that exceeds customer expectations, listen, and understand issues, communicate with customers, colleagues and management using positive, clear, and concise communication paths. They provide an excellent local customer experience through strong technical skills and understanding of the client site, environment, technology, and culture. The role is physically based on the customer site.
OSS Engineers also ensure all commitments with the client are fulfilled with regular updates and appointments when appropriate.
Responsibilities
As the main interface to the customer, this position includes:
* 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. Deep knowledge of “ServiceNow” would be an advantage.
* Ownership, leadership, communication, and liaison with key contacts in other resolver groups to ensure right action is taken to resolve issues/tasks.
* Follow all processes for use of IT systems, document all actions and activities performed on IT equipment.
* Work autonomously with limited support and supervision (On-Call services).
* Conform to international key IT processes such as support, change and asset management (ITIL®).
* Be flexible for travelling to other sites on demand.
* Break‑fix and support in Microsoft environment for laptop, desktop, tablets and associated hardware, software & peripherals including OS, base loaded software, Office suite and other business applications, as well as Mobility devices (Android/iOS – iPhone/iPads).
* Imaging/Re‑imaging end‑user IT devices according to client IT security policies and procedures.
* IT infrastructure equipment support including large scale office moves, re‑stack activities, that includes printers and MFDs (Multi‑Function Displays).
* Provide smart‑hands and eyes support for servers, network equipment, and security devices on site locations, as per client or HCL policies including access related issues with smart card, password, and security applications (Home Office users).
* Coordinate with vendors / contractors for provision of end‑user support (e.g., hardware repair, replacement, intervention).
* Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs.
* Support and/or participate in outside support HCL and/or client projects as requested.
* Manage CMDB (Configuration Management Database) assignation, configuration, retirement and disposal records, maintain asset information, utilisation of devices, replacement according to customer lifecycle, asset health and operational constraints.
* Provide IT support for on‑site and/or off‑site events and meetings.
* Provide on‑call support outside business hours, disaster recovery and emergency response service.
* Provide reports as requested by HCL and/or final customer.
* Implement best practices to resolve issues, follow guidelines, document and improve existing guidelines, propose new ones.
* Manage and inventory LAN cabling / racking, coordinate port activations and deactivations, and elevate to customer if required.
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.
* Site‑specific language (site dependant on Dutch Language) and English is required.
Certification would be a real added advantage on this role.
* A Technical Certification (Microsoft / HP / Dell / CISCO).
* ITIL Certification.
* CompTIA A+.
* Microsoft Certified Professional (MCP) or better.
Benefits
* Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country.
* Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
* Supportive, diverse, and global team with a brilliant culture.
* Total Wellbeing focus: alongside professional excellence, join colleagues to create impact within the company and society at large in your chosen area of passion – CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion.
Requirements
Candidate must be eligible to work in Belgium.
Fluent in Dutch and English.
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