2nd line support engineer

Référence: ITS849

experience

contract

Payroll or External

location

Bruxelles
Vorst

mission

SPOC ACTIVITIES
The service desk agent has to be able to perform the required actions, in a responsible and customer friendly way, as stated in the SLA. Under required actions we understand the following: Be aware and get informed of all existing, written and not-written procedures that are important to deliver a qualitative job.

• 1. Incidents & Questions: Call Handling & call control

• Provide a Single Point of Contact' as interface between Audi and the different support groups/services.
• Answer phone calls
• Log all incoming calls coming via telephone, fax or e-mail.
• Obtain the necessary information from customers in an efficient, accurate and complete way.
• Be aware of different procedures for High High incidents.
• Resolve as many incident requests as possible, within access rights limitations constraints (5 minutes/job).
• Dispatching of First line (datacenter included) and second line escalations to the appropriate group.
• Follow up existing Incidents concerning status. Take ownership in performing these activities.
• Effective day-to-day contact between IT and the customer community.
• Give necessary feedback and information towards users.
• Escalations to team lead in case of no feedback updates & follow-up requests for ongoing incidents, owned by other & different service groups.
• Provide necessary data for daily service meetings and/or on request for other purposes

• 2. Problems.

• Keep track of known errors and their workaround.
• Identify issues of recurrent incidents
• Give necessary feedback and information towards users
• Provide necessary data for daily/weekly service meetings and/or on request for other purpose.

• 3. Requests

• Dispatch the requests to the business analyst for further execution
• Tracking time to market of requests
• Delivery of feedback towards the customer community
• Provide the necessary data for daily/weekly service meeting and/or on request for other purposes

DATACENTER ACTIVITIES
The Datacenter support engineer is the official escalation path if incidents could not be resolved by the service desk. His functional and operational knowledge should be a library for the Team if previous sections could not assist. He will be an active participant in finding new solutions and document them for further reference.
Next to this, the Datacenter support engineer needs to work in a flexible and pro-active way to increase the Team knowledge and function.
Technical & functional tasks:

• Solving or 1st line analyses on production related incidents following the existing procedures
• Network incidents (All the network)
• Hardware and software incidents
• Printer setup/printer output issues
• Backup and restore issues.
• Implementing changes in scope of the datacenter activities, this following the existing procedures provided by Third party, Second line support and the project manager(s) of AUBX.
• Identifying problems
• Communicating the nessaisery configuration items modification to the Configuration manager.
• Helping in keeping up to date the Knowledge base by communicating toward the content manager when new KB items must be created and identifying KB items where an update is needed.
• CISCO CLI Show commando's for troubleshoot.
• Understanding TCPIP.
• Knowleddge of basic Active Directory knowledge.
• VOIP knowledge. Create/ adapt extensions. Call centre (ACD) knowledge.
• Mobile telephony. IOS knowledge.
• Ticket/request handling and follow-up.
• Teamplayer.
• Knowledge of specific industrial hardware like Thermal printers, hand held terminals etc
• SCCM staging.

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

Service Windows

• Monday : 05:00 22:00
• Tuesday Friday : 05:30 22:00.
• Candidate will work in a 8 hr shift time.
• During Production closure above mentioned shifts can be changed.

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