Field Engineer

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Econocom provides managed services for various customers. One of the solutions provided to our customers is a back-up solution in case of holidays, sickness or peak of work within their teams.

As a back-up consultant, you act as a field engineer and resolve 2nd line issues.

You work for various locations and clients and therefore different environments. You are on-call as soon as one of your colleague is sick; on holidays or that the client has a peak of work.

Your daily tasks include the second line support on standard Hardware and software.

Resolve known errors incidents related to workstation, printers, software packages, Microsoft patchesP.C installation and configuration in DOS windows environment.Installation and configuration of standard software packages.Analyze and troubleshoot any issues on hardware and/or software technical problems.Basic user administration: Creation of users, access rights management, reset passwordsOffer support on Workstation antivirusCreate, support, configure the Windows printer queuesSupport on application source control : missing files/mirror updatesAdministration 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

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

You are:

You are looking for changes and various environement.

You are eager to learn and develop your-self

Customer satisfaction is at the center of your concerns.

You are dedicated and understand the urge of answering a customer request.

Perfect trilingual is required (Dutch, English and French)

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.