Senior IT Support Engineer (Evere)

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

• We expect you to be passionate about IT when dealing with customers on a day-to-day basis
• You have excellent hardware/software break fix experience and problem-solving abilities
• 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
• Your Soft skills must be unquestionable
• 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
• 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:

• Deploy and support locally In-Scope Devices
• Provide workplace break/fix and Level 2 hardware and system software support as coordinated through the Service Desk (level 1)
• Coordinate with Vendors for server break/fix and Level 2 hardware and system software support as coordinated through the Service Desk
• Maintain and update processes and procedures for supporting the On-Site Technical Support Services
• Maintain appropriate equipment spares inventory levels to meet Service Levels
• Monitor, track, and analyse equipment failures based on ticket trends to identify any emerging or developing trends that will have negative impact on operational performance and develop recommendations on corrective action plans
• Proactively identify opportunities to continually improve services, and improve resolution across L1, L2, L3 support tiers
• Coordinate with the Service Desk and all other necessary departments to manage all On-Site Technical Support tickets
• Collect and distribute the hardware from/to users (movers, leavers, newcomers, etc.) and do the necessary related administration (as part of IMAC)
• Support board meetings and events
• 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

• Operating Systems Expertise: A solid understanding of Windows 11 in troubleshooting, configuring, and optimization
• 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
• 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
• 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
• Cybersecurity Awareness: A strong grasp of cybersecurity principles is essential for protecting the sensitive information and communication. This includes knowledge of best practices for securing devices, data, and communications
• IAM: A strong grasp of data protection and regulatory compliance
• Network Troubleshooting: Possess the ability to diagnose and resolve network related problems is vital. You will understand both wired and wireless network configurations and be able to ensure a reliable and secure connection
• 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
• Cloud Services: Familiarity with cloud-based services and platforms, such as Microsoft 365 and G Suite
• 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
• Soft skills: Exceptional customer facing and communication skills
• ITIL: Knowledge of this methodology
• ITSM: Knowledge of BMC Helix and Servicenow
• Languages: Fluent English, both verbal and written is mandatory. Dutch and/or French is a plus point
• Driver’s License: A valid driver’s license B
• Experience: 3 to 5 years