Onsite Support Engineer

Posted on Feb 14, 2020 by Templeton and Partners

Gent, Oost-Vlaanderen, Belgium
IT
Immediate Start
£350 - £400 Daily
Contract/Project

We are looking for an onsite support consultant to join our team in Belgium.

Please find below more information about the job.

Tasks:

  • Provide high-quality proximity support for end users, ie on-site interventions to deal with incidents and requests impossible to resolve remotely.
  • Log, categorize, prioritize, diagnose, troubleshoot and resolve tickets.
  • Follow-up progress of assigned incidents, requests and standard changes.
  • Escalate to other resolver groups when required.
  • Execute CMDB update tasks following incident resolutions and change implementation.
  • Communicate with users (verbally and written) in English and Local Language.
  • Follows established processes and procedures.
  • Propose and improve Knowledge Base articles
  • Workstation provisioning.
  • User-rights management.
  • Loan and support of mobility equipment (eg mobile phones, smartphones, laptops, tablet computers).
  • Peripherals management (install, connect and troubleshoot printers, scanners, multifunctional devices, etc).
  • Implement IMAC requests (Installation, Move, Add, Change), (including but not limited to PC installation/configuration and move).
  • Provide stock management for region
  • Tracking of equipment: track the equipment and its (new) location, in order to upload the file to the CMDB.
  • Referring major hardware or software problems or defective products to vendors or technicians for service,
  • Small & Medium Scale Logistics actions (SMSL) (eg PC and peripherals moves in the context of new users' arrivals, user's office relocations)
  • Support for audio/video-conferences (eg help for the establishment of connections, testing, basic troubleshooting, etc)
  • Escort in the client buildings the 3rd party technicians that have to intervene on-site in order to provide technical support (eg replace failing hardware).
  • Reinforce the remotely other campus site in case of exceptional workload.
  • Provision of coaching to users in the use of the equipment provided to them, and/or specific application.
  • Provide support during major/occasional events (eg conferences, etc), possibly outside of normal business hours and the client premises.
  • Log, categorize, prioritize, diagnose, troubleshoot and resolve application related incidents whenever possible potentially coming from all users worldwide.
  • Utilize Remote Desktop Takeover to improve remote diagnose.
  • Escalate to the 3rd party developers' team (in case of application bug or necessary improvement) or to the relevant business division (in case of identified need for end-user training), when required.

Knowledge:

  • Windows 10
  • IOS
  • MacOS
  • Android
  • Good Knowledge of Office applications (O365).
  • Good knowledge of Zoom Videoconferencing.
  • How To Knowledge of business applications: Navision; ISABEL
  • Very Good Knowledge of Workplace management tooling (Intune): Configure; Manage Apps; Protection
  • Knowledge of Basic administrative tasks: Account management; Network hardware and Protocols ( LAN, Wlan)Backup/restore procedures; Antivirus management; Patch and software distribution; Scanning and Printing understanding;Active Directory/Azure Active Directory/Okta

Personal skills:

  • Excellent communication & "soft" skills.
  • Ability to work under stress, while keeping a positive attitude.
  • Excellent service attitude and commitment to quality.
  • Pro-activeness and reactiveness.
  • Analytical mind
  • Dutch and English fluently

If you are interested or you know anyone interested, please send an updated CV.

Reference: 845083316

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