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Senior IT Support Engineer
Il y a 4 mois
Location: Belgium - Zaventem | Job-ID: 208531 | Contract type: Standard | Business Unit: System Engineering & Technicians
Life on the team
Are you enthusiastic about IT and enjoy interacting with customers at all levels? Do you have experience in hardware/software troubleshooting?
If this sounds like you, then let's chat about your next career step.
We are currently in search of an IT Workplace/Desktop Engineer for a key client in Louvain-La-Neuve. Your role will involve providing expertise for the development and management of the workstation environment. Focused primarily on Microsoft technologies, our client is in the process of deploying Office 365 across their offices and production facilities.
What you'll be doing
Your immediate focus will be on providing guidance and expertise for creating standard software builds, managing and maintaining them, as well as overseeing software distribution solutions in alignment with the global strategy.
As part of the overall IT Operations team, you will also support the organization-wide implementation of Office 365 Components (SharePoint Online, OneDrive, Azure AD, and Office 365) on the desktop end and software distribution solutions such as SCCM or Tanium.
You will also be responsible for offering remote or on-site assistance and expertise to your colleagues in other countries. When necessary, you will provide end-user support for software and hardware to employees and aid the central IT department with office administration tasks.
IT Operations
- Respond promptly to all incoming IT requests or inquiries (via phone, email, chat, or self-service platform).
- Evaluate, diagnose, and resolve any IT issues or requests raised by the user community.
- Generate tickets for all interactions with the IT Service Desk via the ITSM platform.
- Thoroughly document each ticket by providing a relevant issue description, performing necessary translations, adding all executed steps, and attaching any pertinent information.
- Ensure proper utilization of the ITSM platform for effective tracking and reporting on IT operational performance.
- Route cases to the appropriate IT support groups while retaining ownership of the query.
- Properly document any encountered IT solutions on the IT Knowledge Database platform.
- Provide support and guidance to users on IT system usage and issue resolution.
- Assist Service Desk Leads and IT/Business Leadership by providing necessary information for decision-making.
- Take a proactive approach to enhance IT operations effectiveness by identifying observations, raising risks, and proposing improvement ideas.
- Support technical support groups in resolving IT issues and requests.
- Cultivate business relationships with related functional areas.
- Assist external partners or 3rd parties providing IT services.
User (Employee) Experience Activities
- Ensure timely resolution of tickets within agreed SLAs & KPIs.
- Enhance user's IT knowledge by simplifying technical concepts.
- Maintain communication with users and technical/functional support groups to ensure timely ticket resolution.
- Collect user feedback for enhancing IT operations processes and user experience.
Field Services Activities
- Provide on-site IT support based on IT and Business requirements in various locations.
- Represent IT in regional locations and support training sessions on IT concepts and tools.
What you'll need
- Strong customer handling skills.
- Empathy towards users.
- Effective Time Management.
- Teamwork & Work Ethic.
- Critical Thinking & Problem-Solving abilities.
- Technical Writing skills.
- Organized way of working.
- Curiosity & Willingness to Learn.
- Good understanding of generic IT concepts with a minimum of two (2) years of experience, preferably three (3) years.
- Basic knowledge of Business Operations (OT) concepts.
- Familiarity with ITSM Framework (ITIL), ITIL Foundations certification is a plus.
- Basic understanding of User Experience (UX) field & concepts.
- Bachelor's degree in Business, Information Technology, or related field, or equivalent work experience.
- Proficiency in French (min. C1 or Native), fluent in English, Dutch proficiency is advantageous.
- Willingness to travel occasionally (+/- 35%).
- Valid driver's license B
Join our Global IT support and workplace team, taking a significant role as the custodian of desktop configuration and evolution. Be instrumental in ensuring IT environment availability and readiness, maintaining standard workstation setups, and offering second-level support and troubleshooting assistance when needed. Keep detailed documentation on workstation configuration and liaise with system administrators as required.
Under the guidance of the Head of IT Operations, act as the primary contact for second-level desktop inquiries, issues, and implementations for colleagues in other countries and introduce new technologies to end-users.
Manage office files efficiently, create and monitor incident recording tickets in the ITSM System, taking full ownership of incidents until resolution. Your insights will be vital in providing recommendations to meet ongoing business needs.
Current insights for applicants
We have transitioned our application and recruitment process to a virtual setup and are excited to welcome talented individuals like you to our Computacenter teams. Our recruiters are here to assist with any queries you may have. We look forward to connecting with you.
About Computacenter
Computacenter is a top independent provider of IT infrastructure services, with a global workforce of approximately 20,000 employees. We specialize in advising organizations on IT strategy, implementing suitable technologies, and managing our customers' infrastructures.
We foster a collaborative, hierarchy-free work environment and seek professionals with diverse skills and strengths who resonate with our values of teamwork and performance.
Interested in being part of a community-driven company?
We're expanding. We're hiring. We promote growth. We empower. We provide support.
