Job Location: Belgium
Job Type: Contract Permanent
Job Category: Support
Do you have 2+ years of experience in IT Support? We are looking for a support agent to join our team in Brussels for a public sector client. EU Citizenship is required due to security clearance.
Requirements:
- 2 years of experience in on-site support roles
- Knowledge of WKS Administration (Windows 7 & Windows 10)
- Knowledge of Server OS (Windows 2016, Windows 2012) and Active Directory
- Knowledge of Office applications (Office 2010 & Office 2016)
- Knowledge of Basic System Administrator tasks
- Experience in Accounting management
- Experience with Network setup and protocols
- Experience with backup/ restore procedures
- Experience with Antivirus management
- Patch and software distribution
- Understanding of scanning and printing
- Experience with Printer Management
- ITIL v3 Foundation certification (can be obtained after the contract is taken)
- At least one technical certification (besides ITIL) in their area of expertise (can be obtained after the contract is taken)
- Soft skills: Excellent communication, empathy, good teaching and learning skills; Ability to work under stress, while keeping a positive attitude; Excellent service attitude and commitment to quality; Proactive and analytical; Excellent communication skills and motivation to learn
- Languages: French and English (fluent)
Technical certification required:
- ITIL V3/4
- Any of: Microsoft Office Specialist (MOS), MOS Expert, MOS Master, ECDL (Base/Standard/Advanced) – ONLY for relevant products: Windows 7, Office 2010.
Job description:
- Provide high-quality proximity support for end users: on-site interventions to deal with incidents and requests impossible to resolve remotely.
- Workstation provisioning
- Loan and support of mobility equipment: mobile phones, smartphones, laptops, tablet computers
- Peripherals management (install, connect and troubleshoot printers, scanners, multifunctional devices
- Implement IMAC requests (Installation, Move, Add, Change), (including but not limited to PC installation/configuration and move).
- Support to Logistic Services: provide stock management, tracking of equipment: track (“scan”) the equipment and its location, in order to upload the file to the database.
- Referring major hardware or software problems or defective products to vendors or technicians for service,
- Small & Medium Scale Logistics actions (SMSL) (e.g. PC and peripherals moves in the context of new users’ arrivals, user’s office relocations, annual Mobility / Rotation exercise)
- Support for audio/video-conferences: help for the establishment of connections, testing, basic troubleshooting
- Provide technical support: replacing hardwares
- Escalate to the competence group when required
- Follows established processes and procedures
- Propose and improve Knowledge Base articles
- Reinforce the First Line and the VIP Support teams, in case of exceptional workload.
- Tech & Func Skills
Work Condition:
- EU Nationals only due to security clearance