Support Engineer - NL-FR-ENG
Axxes
Brussel, Belgium
1 dag geleden

Functieomschrijving

  • Participating in IT-Services internal discussions
  • Execution of Service Desk activities within the Service Desk team, including the offering of First Time Fixes’
  • Correct registration within the context of the prevailing ITIL processes into the used Service Management Tool.
  • Assigning service calls to the correct teams, be it 2nd or 3rd line support teams, both internally or externally.
  • Service Support :

  • Upholding the availability of the Service Desk for internal clients during office hours and within the agreed service levels
  • Providing primary analysis of reported incidents, requests for information or service requests into the Service management tool
  • Offering a standard set of First Time Fixes’ within the agreed service levels
  • Correct assignment (horizontal escalation) of reported incidents, requests for information or service requests to the 2nd and 3rd line support teams
  • Applying level 2 knowledge and experience in IT projects
  • Complementing and maintaining of the Knowledge Database
  • Complementing and maintaining of the User Manuals
  • Participating in solving major issues
  • Participating in analyzing and handling of problems (Problem Management) within the agreed service levels
  • The daily execution of 2nd line technical checklists
  • Administration, follow-up and if needed the escalation (vertical escalation) of incidents and changes whenever the agreed service levels are in risk of being breached
  • The registration, managing and execution of modifications in the Configuration Management Database (CMDB)
  • Providing onsite support to the internal services at HQ
  • Quality Management :

  • Following procedures to ensure the quality and Level of Service
  • Guarding and monitoring the life-cycle of incidents, requests of information or service requests, including SLA monitoring
  • Quality assurance by means of planned and systematic activities, targeted at complying to the quality demands (like audits and customer satisfaction surveys)
  • Executing activities as described in the IT Risk Control Matrix (where they relate to the Service Desk)
  • Jouw profiel

  • Min. 2 years of experience in an IT support role.
  • Solid knowledge of voice- and collaboration systems
  • Solid knowledge of MDM, preferably MobileIron for iPad and iPhone
  • Knowledge of mobile communication systems, services and products
  • Mastering Telecom procedures
  • General IT networking
  • TCP / IP, IP networking and Routing
  • Experience with VoIP
  • Trilingual, both verbal and written
  • Initiative tinking
  • Collaborative, teamplayer, customer-focused
  • Meticulous
  • High level of independency
  • Stress-resistant and able to work under time-pressure
  • Excellent communicative and advisory skills
  • Able to handle sensitive and confidential information
  • Result-oriented
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