IT Support Engineer L3
On-site in Brussels
Long term contract

REQUIREMENT AND DESCRIPTION OF ROLE(S)

As a member of the On-Site Services team the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and onsite problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services team(s).

Essential Duties and Responsibilities

1) Provides onsite technical support to clients and provide field engineering services to clients.

2) Researches, resolves, and responds to complex questions received via telephone calls or

escalations, and provides support on services in accordance with current standards. Follows

up with user to ensure problem is resolved satisfactorily.

3) Acquires and maintains knowledge of relevant product offerings, current support policies,

and methods of support delivery, to provide technically accurate solutions to users.

4) May act as product liaison for major products, working with other areas of IT, other

departments, and third-party vendors to solve technical issues as needed.

5) Installs new or upgraded hardware/software as assigned via service requests. Coordinates

installation with the user and follows up to ensure customer satisfaction.

6) Must be able to manually lift to thirty (30) pounds when moving and repositioning personal

computers and ancillary equipment.

7) Demonstrate initiative and act independently to resolve problems.

8) Participate in team projects as requested.

9) Management of onsite AV Technical Management, including configuration & installation of

AV devices Perform routine testing and problem diagnosis for projectors, microphones,

speakers, amplifiers & LCD/Plasma Displays

10) Perform preventative maintenance, necessary checks to identify problems. Ensures that

assigned infrastructure at the client site is tested, and operational and respond to alerts.

11) Coordinate with equipment OEMs for resolution/workarounds, when required and provide

hands-on support to other IT teams including but not limited to Audio Visual, Network,

Server and print services.

12) Perform remote testing for local and regional offices.

Minimum of 5 years technical experience in providing Deskside Support to

(a) End User Computing Devices, DaRo and Data Centres

(b) Familiarity with common network management and monitoring tools, network devices,

firewalls, switches, ASR and ISR routers,

(c) Seasoned experience within a medium to large ICT organisation.

(d) Seasoned experience of Managed Services

(e) Excellent experience working with vendors and/or 3rd parties.

Abilities

i. Customer focused Customer is #1

ii. Ability to work hard and put in longer hours when it is necessary.

iii. Attitude Personal accountability for results.

iv. Detail oriented Strong analytical and troubleshooting skills.

v. Understanding of networks and networking concepts