First Line Support Engineer

Référence:
ITS830

Experience

Contract

Location

Mission

Mission 

  • Provide first line support through telephone, mail, chat and self-service tickets to ensure courteous, timely, and effective resolution of end-user issues 

  • Prioritize incidents and service requests according to defined processes to meet defined SLAs 

  • Make a correct analysis of the incident/request 

  • Encode the incident/request in a Service Management Tool 

  • Use remote tools and diagnostic utilities to aid in troubleshooting 

  • Through troubleshooting, incident correlation and knowledge articles find a solution or workaround for the interruption the incident is causing 

  • Once the solution or workaround has been implemented, close the life cycle of the incident 

  • Inform the user about the status of the ticket 

  • If a first line resolution is not possible, escalate to next level (2nd line) of support. 

  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution 

  • Follow-up the different cases and respect SLA's 

Profile

Profile 

You have 

  • a first experience in the ICT-world or you have a training in the ICT 

  • a very good knowledge of Dutch, French and English (verbal and written) 

  • a basic knowledge of network and hardware 

  • a good knowledge Win 7, Win 8, Win 10, ITIL, Active Directory (theoretical knowledge),  

You are: 

  • Stress resistant 

  • Flexible (shift system) 

  • Punctual