Helpdesk Engineer Dutch
HELPDESK ENGINEER DUTCH
CONTEXT OF THE JOB:
The Helpdesk Engineer will join the Helpdesk team of our client, located in Kracow. This Helpdesk team is responsible for supporting a wide variety of customers from all EMEA affiliates. The Helpdesk Engineer will cover IT related incidents from these customers, and is backed by specialist support groups that operate locally.JOB MISSION:
To provide client specific hardware/software support to the employees/IT users of our client. Handle related problems encountered in order of priority and within the optimum time scale, in accordance with procedures and objectives.
The Helpdesk team operates in a 12 hour support service 5 days a week. (max 40hrs/week, 5 days/week).
KEY RESPONSIBILITIES:
To ensure 1st line support service to resolve problems encountered by IT users/employees of our client; this can mean inter alia:
- Analysing support requests sent by the customer’s personnel by calls, e-mail, web submit,
- Examining all problems; evaluating complexity, impact and priority,
- Giving required support efficiently and effectively and in accordance with priority, impact and objectives,
- Escalating problems according to procedures; to the client’s helpdesk or to the Second level standby Engineer,
- Log every support request in the ticketing system. Documenting in detail the issues and troubleshooting steps taken,
- Ensuring follow-up of all issues,
- Making decisions regarding open tickets, giving feedback on cause of, and solution to, problem to user,
- Managing and reporting resolved problem.
To participate as a team member to achieve established maintenance objectives, inter alia by:
- Working in close collaboration with your colleagues to ensure that service delivery to the users is of the highest standard, giving support to colleagues,
- Working in accordance with TechTeam and Customer quality standards, procedures and work instructions,
- Reporting on progress, issues and problems to the supervisor; giving suggestions to optimise service offered and work processes,
- Study and participate in activities to improve knowledge of project specific software, hardware and/or products.
REQUIRED TECHNICAL COMPETENCES
- Technical skills: Knowledge of email systems, Windows and Windows applications ( Word, Excel, PowerPoint, Windows NT/2K/XP); Internet Explorer; Client specific’s technology, Global Ticketing system. Other expertise such as Networking, TCP/IP might be of value, MCSA or equivalent through experience is an advantage.
- Language skills: Fluent Dutch and English.
