Location: Belgium - Zaventem | Job-ID: 208531 | Contract type: Standard | Business Unit: System Engineering & Technicians

Life on the team

Are you passionate about IT and dealing with customers at all levels? Do you have hardware/software breakfix experience? 

If so, then we would like to discuss your next career move! 

We are currently seeking an IT Workplace/Desktop Engineer for one of our key customers, based in Louvain-La-Neuve. You will provide expertise for the evolution and management of the workstation environment. Mainly Microsoft based, our client is deploying Office 365 across its offices and production plants. 

What you'll do

The immediate focus task will be to provide guidance and expertise on the creation of standard software builds, on their management and maintenance as well as on the management of software distribution solutions, aligned with a global strategy.

Part of the overall IT Operations team, he/she will also support the company-wide rollout of Office 365 Components (SharePoint Online, OneDrive, Azure AD and Office 365) on the desktop side and of Software distribution solution such as SCCM or Tanium.

He/she will also be asked to provide help and expertise remotely or on site to His/her colleagues located in the other countries. When required, he/she will also provide end-user software and hardware support to employees and assist the central IT department with site administration tasks of the offices.

IT Operations
• Answer in timely manner any incoming IT request or query (via phone, email, chat, or self-service platform).
• Assess, diagnose, and troubleshoot any IT issue or request raised by user community.
• Create tickets for any interaction of users with IT Service Desk via ITSM platform.
• Document within each ticket by adding relevant description of the issue, by performing necessary translations into/from English and local language, by adding any performed steps (troubleshooting, checks etc.), by attaching any relevant information (emails, screenshots, logs etc.) etc.
• Ensure adequate and proper usage of ITSM platform, which will enable proper tracking and reporting on IT operational performance.
• Route cases accordingly to the appropriate IT support groups, while maintaining ownership of the query. 
• Document properly any IT solution encountered or offered on the IT Knowledge Database (KB) platform / repository.
• Offer support and guidance to users on how to use IT Systems and/or solve any IT related issues or questions.
• Support Service Desk Leads and IT/Business Leadership with provisioning of any information or data needed, to enable proper decision making.
• Have a proactive approach towards IT operations effectiveness, by identifying observations, raising risks (whenever the case) and proposing ideas/solutions for improvement.
• Offer support and help to technical support groups in the resolution of IT issues and requests.
• Build Business relationships with any related functional area.
• Support any external partners or 3rd parties, which are or will be delivering IT Services

User (Employee) Experience Activities
• Ensure tickets are solved within Business agreed SLAs & KPIs.
• Support & enhance user's IT knowledge by translating technical concepts into easy-to understand terms.
• Perform and maintain on-going communication with users (status update, requesting new information, performing additional troubleshooting steps provided by technical support groups etc.) with the purpose of ensuring IT resolution of tickets within agreed terms.
• Perform and maintain on-going communication with technical/functional support groups with the purpose of ensuring IT resolution of tickets within agreed terms.
• Gather feedback from users regarding improvement ideas for IT operations processes and user experience interactions.

Field Services Activities
• Based on IT and Business needs, offer physical presence, and perform any IT related activities on different locations (based on the region the technician is activating), with prior agreement of when the activities can be performed.
• Represent and be the face of IT in our locations (based on the region the technician is activating).
• Support regional & global activities to instruct and train user community on any related IT concepts, IT systems and usage of IT tools & equipment.

What you'll need

• Excellent levels of customer handling skills.
• High levels of empathy towards the user ("walk in the user's shoes").
• Time Management.
• Teamwork & Work Ethic.
• Critical Thinking & Problem-Solving.
• Technical Writing.
• Organized and structured way of working.
• Curiosity & Avid Learner.
• Good (towards Very Good) understanding of generic IT concepts (Networking, Cloud Computing, Infrastructure, Security etc.). At least two (2) years of relative working experience required; three (3) years preferred.
• Basic understanding of Business Operations (OT) concepts.
• Understanding of ITSM Framework (ITIL). ITIL Foundations certified preferred. 
• Basic understanding of UX field & concepts.
• Bachelor’s degree in Business, Information Technology, a related field, or equivalent work experience.
• French (min. C1 or Native); fluent in English (written & spoken), Dutch is a plus
• Open to related travel (+/- 35%)

• Valid driver's license B

Be part of the Global IT support and workplace team, with as primary task a key role as owner of the desktop configuration and evolution. Contribute to the availability and readiness of the IT environment, be the guardian of firm standard setup for workstations and peripherals, providing second level support and troubleshooting assistance when required, maintain detailed documentation and configuration information on the workstation environment.

Candidate will be given exposure to a degree of server room activities and will act as focal point of contact for on-site support of the systems he can manage on behalf of the system administrators. He will liaise with central IT system administrators in relation to alerting and changes or with regards to problems experienced by users and with systems generally, providing information obtained locally in relation to such problems and assisting in the diagnosis of such problems.

Coached by the Head of IT Operations, he/she will have to act as a point of contact for his/her colleagues in other countries for second level desktop related questions, issues and demands as well as engineering new technology for end users.

From an administration point of view, the candidate will keep the office files up to date and accurate; will create and follow-up incident recording tickets in the ITSM System, maintaining complete ownership of incidents through escalation and until complete resolution.
His/her input will be required to prepare recommendations to continuously match business needs.