1st Line support engineer

Référence:
ITS773

Experience

Contract

Location

Mission

Mission

  • For our remote service desk center, we are looking for a 1st line support agent to perform the following tasks: 
  • Resolve known errors incidents related to workstation, printers, software packages, Microsoft patches
    • Analyze and troubleshoot any issues on hardware and/or software technical problems.
    • Basic user administration: Creation of users, access rights management, reset passwords
    • Offer support on Workstation antivirus
    • Create, support, configure the Windows printer queues
    • Support on application source control : missing files/mirror updates
    • Administration of local network (L1)
  • You are responsible for monitoring the tickets and reduce the backlog of level 2, by respecting the SLA
  • Escalate incidents with accurate documentation to suitable technician or vendor, when required
  • You offer alternative solutions and writes procedures
  • Organize information sessions with the service desk to transfer technical knowledge on new projects or changes
  • Test fixes to ensure problem has been adequately resolved
  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
  • Alert management to emerging trends in incidents
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution


Location: Brabant-Flemish

Profile

Profile

You have a:

  • Bachelor-degree in ICT or at least 2 years of experience as service desk agent
  • Strong knowledge on the newest Windows Operating Systems Configuration and Support
  • Knowledge of principles of application's deployment
  • Good knowledge of hardware and standard software packages (MS, Active Directory, Exchange, SharePoint, SCCM, DNS, DHCP)
  • Basic knowledge of Citrix, Scripting, PowerShell, PHP, etc
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
  • Exceptional written and oral communication skills
  • Good analytical and questioning skills
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
  • Strong documentation skills
  • Fluent in German, Dutch, English is required. 
  • French is an added value.

You are:

  • Stress resistant
  • Flexible (shift system)
  • Team player
  • Strong affinity with IT evolutions
  • Customer oriented
  • Punctual
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment

What we offer

In addition to a pleasant work environment, we offer a competitive salary, a car and excellent fringe benefits.

As we consider our people to be our most valuable assets, we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas.