Summary
As Regional Support Engineer you will act as an escalation level within the Service Delivery organisation to resolve tickets for which knowledge is not yet transferred to the central Service Desk or tickets related to knowledge in a specific area, mostly non-standard infrastructure or applications (subject matter expert role). Hence you support all end users based on the escalated tickets in Etex Connect remotely or via direct contact on site.
The function also includes:
- being involved in local/regional IT projects under central governance of central or regional IT project management.
- Doing Administrative work like processing purchase orders for IT equipment in the region
- Preparing and sending out end-user communications
- preparing for and/or leading the meetings with business stakeholders, and following up on created actions
What you'll do
3rd Level IT Support
1. Resolution of tickets escalated by Global Service Desk (Incidents, Requests, Assistance requests) according defined KPIs & SLAs.
2. Troubleshooting regional/local IT infrastructure & application problems. Mainly work on more complex incidents and changes in the region
3. Install, maintain and support regional IT infrastructure & applications according to defined standards.
4. Interact with the Global Service Desk to transfer Requests (Shift Left) and to ensure end-user communication is done in an optimal way.
5. Identify problems to drive continuous improvements to reduce incident creation in the region - based on the identified problems propose new initiatives/projects to resolve the problems existing.
Project Management
6. Lead or contribute to local/regional IT projects defined by central or regional project management aligned with the Etex IT strategy and standards
Subject Matter Expert
7. A subject Matter Expert (SME) has the definitive source of knowledge, technique, or expertise in a specific subject area, relevant for IT.
8. Resolves issues relevant to project or service deliverables within their area of expertise.
9. Provides input into and executes documentation and training material and assures high quality standards.
10. Ensures that the Service Desk has the knowledge and ability to perform the services by managing the Service Desk knowledge base and the set of permissions when applicable.
11. Provides guidance on an area of capability.
12. Understands, articulates and supports Product Owners with implementing best practices related to area of expertise.
13. Participates actively in all phases of life cycle on an area of expertise.
Service Management
14. Ensures that the support organization has the knowledge and ability to perform the services.
15. Provides input to the Continual Service Improvement process (CSI).
16. Supports the project manager to ensure the transition from Service Development (Projects) to Service Management (Operations).
17. preparing for and/or leading the meetings with business stakeholders, and following up on created actions
What you'll bring
18. A broad knowledge of general IT
19. Ability to communicate with all layers of an organisation
20. Analytical thinking
21. Excellent customer service skills
22. Administrative skills
23. preparing for and/or leading the meetings with business stakeholders, and following up on created actions
24. English and Dutch very good, knowledge of French is a plus
25. Bachelor degree or equivalent by experience
26. Microsoft certifications are a plus
27. ITIL experience is a plus
28. Main location is Zaventem. You're back up for other locations in Belgium and Luxembourg.
Why join us?
29. Our culture – we connect & care about those around us. We nurture teamwork, communities, partnerships and new ways of working, placing the highest importance on the safety and working environment of our people.
30. We are named the world's #1 most trustworthy company in the construction sector by Newsweek and Statista in 2023! And one of the top companies to grow your career in Belgium in 2023 according to LinkedIn!
31. Our ‘Road to Sustainability 2030’ is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions
32. We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination