FUNCTION:
As a Support/Infrastructure Engineer, you'll be the crucial link between our service desk and the technical teams. With your expertise and service-oriented approach, you'll ensure excellent service delivery, safeguarding the continuity and security of our IT environment. As part of our enthusiastic team, you'll actively contribute to new proposals to optimize our operations with technologically challenging solutions.
This role consists of three parts:
o Service: You provide second-line support for complex IT issues and problems that cannot be resolved by first-line support.
o Daily management: You monitor and maintain networks, servers, and platforms to ensure a stable and secure IT environment.
o Optimization: You actively contribute to improvements and configurations with clear deliverables to continuously improve the IT environment.
You function well within a team, but can also work independently and accurately.
You work in a structured manner, take initiative, and demonstrate flexibility.
You have good communication skills and always prioritize the needs of the internal customer.
Your way of working aligns seamlessly with our core values: safety, responsibility, reliability, and collaboration.
YOUR RESPONSIBILITIES:
Technical Skills:
Able to analyze and resolve complex IT issues that cannot be handled by the first line.
Solid knowledge of networks (WAN, LAN, VPN, 802.1X, firewall) and systems (Windows, Linux, Active Directory, M365, virtualization, storage).
Experience with workstations, servers, peripherals, and software installations/upgrades.
Knowledge of cybersecurity best practices such as patch management and endpoint security (Security awareness).
Experience with PowerShell to automate repetitive tasks.
Customer and Service Orientation:
Strong communication skills; able to explain things clearly and patiently to non-technical users.
Empathy and customer-focused; understands the impact of IT incidents and reassures the user.
Able to remain calm and prioritize, even under pressure.
Analytical and Solution-Oriented Thinking:
Able to apply thorough root cause analysis and systematically resolve issues.
Is critical, can work independently, and propose out-of-the-box solutions.
Collaboration and Documentation:
Works well with 1st, 2nd, and 3rd line engineers and other departments.
Has strong documentation skills and maintains accurate IT processes (requests, incidents, root-cause analysis, etc.) in a ticketing system.
Monitoring and proactive management:
Familiarity with system and network monitoring tools or built-in monitoring in cloud solutions.
Can analyze logs from Windows Event Viewer, Syslog, and other tools to proactively identify issues.
Monitors performance and usage trends to request or plan future changes.
Responds to monitoring alerts and takes proactive actions to minimize downtime.