Expanding steadily since its launch in 2003, the ACENSI group is an IT consultancy firm, well known for their technical and functional know-how, who specialize in Telecommunications, Media and Financial Markets, as well as in the Energy industry. ACENSI guides businesses in evolutionary IT projects from the initial strategies through to their realization (Management and Project management, Development, Design and Implementation, Infrastructure). From its original focus on technical engineering and Business Analysis, ACENSI has developed new areas of expertise in Human Resource Management Systems, Business Intelligence, e-learning and Client Relationship Management. Dynamism, enthusiasm and social development are all valued at ACENSI, allowing our clients to benefit from consultants with a true blend of talents.
ACENSI BELGIUM is looking for his client an IT Support Engineer
This position is not just a job, together with your IT Care colleagues, Network team, Windows team, Facilities, Service Management team and many others, you will prepare the workplace of the future. Challenges and questions colleagues are facing don't frighten you? The ideal candidate has a strong affinity for ICT and combine IT knowledge and understanding of users priorities to deliver IT Care services with high quality standards, meeting the client’s and IT Care goals. What we expect of you – main tasks.
o Workplace Software, devices and printing solutions: you distribute, install and maintain the end users hardware and software.
o You handle service requests in general, access management requests and provide support to users experiencing software and hardware problems.
o You capture and log correctly the technical issues or requests of our end-users.
o You analyze tickets and other metrics to detect recurring incidents.
o You are encouraged to suggest technical and technological changes to improve user experience and satisfaction and contributes to enhance team efficiency. You will learn and do so much more!
Your profile
o At least 4 years of experience in an IT Service Desk environment with a good knowledge and a keen interest in IT tools.
o You are fluent in both French and Dutch with a good understanding of IT-related English.
o Preferably a bachelor in Computer Science, Engineering or Information Technology, or equivalent level acquired through experience ;
o Team player at ease with sharing knowledge and best practices with colleagues.
o You are customer oriented:
o A good listener, able to effectively capture and document the client demands.
o Ability to translate technical matters into end-user language is key for an IT Care agent.
o Strong ability to manage customers and end-users is a must.
o Main processes, systems, used tools:
o Windows Operating system.
o Office365 (exchange online).
o Company Portal (Intune).
o Active Directory.
o Cisco call manager (CUCCX) & Cisco contact center express (CUCM).
o Omnitracker as ITSM tool (ticketing, knowledge base, Standard Solutions, asset management, contract management).
o ITIL.
o Mobile devices, Tablets on IOS and android.
o Printers (Canon + uniflow) o Network (VLAN, Wifi, ...).