FULL_TIME

service desk engineer - Anankei

Sint-Katelijne-Waver BE
2020-11-27
2020-11-30

The local Service Desk Engineer is managing local infrastructure and gives support to the local end-users. For well-defined technologies the local Service Desk Engineer will give support in second line on Group level.

Within the Infrastructure management team different technologies are managed by specialised system engineers, e.g. network specialists, telecommunication specialists, Office 365 specialists, …
For each technological domain we seek to have a small teams of specific specialists, most likely spread over different entities, that manages the given technology. They form a virtual team managing a technology on Group level. They report locally to the Manager Infrastructure and Collaboration or the local Service Desk Manager (depends on the size of the local ICT organisation). They have a functional reporting line to the Group ICT Manager Shared Services Centre Infrastructure and Collaboration.

Responsibilities:

Manage the infrastructure on a daily basis
Ensure customer service is timely and accurate
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Provide customer feedback to the appropriate internal teams, like product developers
Collaborate on Group level for the definition of standards for well-defined basic ICT technology domains (network, telephony, workstations, end-point security, software distribution, …) in close collaboration with internal and external specialist
Ensure all basic ICT technology is respecting SLA’s defined (or non-defined)
Assure incidents are solved and problems are identified and investigated
Install and manage a monitoring system for all business-critical ICT components in order to reduce time between incident occurrence and start of the incident solving process

Vereisten

Requirements:

Proven work experience as Service Desk or System Engineer
Hands on experience with help desk and remote control software
Solid technical background
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
BSc degree in Computer Science, Information Technology or relevant field experience
High awareness of Customer Care
Ability to work well under pressure and at a high work rate
Ability to determine correct workload priorities
Ability to coach team members and provide necessary training to improve skill sets
Good ICT skills in several technological domains
Knowledge of computing trends
Evidence of customer service skills
Knowledge of ITIL best practices
Knowledge of ServiceNow is an asset
Master Dutch, English and at least one other European language or prepared to learn on short term another European language

Experience:

3 years plus experience of working as a Service Desk or System Engineer, ideally in a significantly sized organisation supporting 200+ networked PCs in an international environment
Experience with working in an international matrix organisation with local and group reporting lines
Experience with managing outsourcing agreements
Able to work well under pressure and at a high work rate
Good level of technical skills, troubleshooting basic ICT infrastructure issues with hardware, software & networking
Good inter-personal skills: diplomatic and able to inspire user confidence
Thorough, professional approach
Problem solving and analysis of fault scenarios under pressure with competing demands & conflicting priorities. The post holder will be required to work well using their own initiative with minimal support from others
Ability to determine appropriate work priorities and manage workload effectively
As a Microsoft engineer (service desk engineer minimum)
Experience with configuration complex AD domains
Experience with 365
Experience with Teams
Experience with server patching
Experience with VMWare
Experience with Storage solutions
Experience with managing SQL database
Experience with hybrid hardware environments (Azure and on-premise)
Experience with hardware monitoring tools
Experience with backup and recovery tools and setup (e.g. Veeam
Experience with SCCM or InTune