Senior IT Support Engineer

 Location: Belgium - Zaventem | Job-ID: 206170 | Contract type: Standard | Business Unit: IT System Engineering (on-site or remote)

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Our business is about enabling users through technology. But first of all, it's about people.
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Computacenter Belgium is looking for an
Senior IT Support Engineer
 

Introduction

You will provide technical support at one of our key customer’s sites. The customer is based near Brussels North train station.

You will work at a TechCenter location within in a team who all have both excellent technical and interpersonal (soft skills), whereby our customers will bring in their devices (laptops, tablets, smartphones or peripherals for example) to seek service support.

You will usually address how-to questions and offer troubleshooting and break/fix services through scheduled appointments or ad hoc requests (also available as virtual appointments delivered via MS teams) and or directly at the customer’s desk.
 

Who We're Looking For

• Are you passionate about IT and dealing with customers on a day-to-day basis
• Do you have excellent hardware/software break fix experience and problem-solving abilities
• Can you provide a superior level of service and assistance to ensure that our customers are well taken care of for any support related issues
• If so, then we would like to discuss your next career move as we have an opportunity for a Senior IT Support Engineer to join our dynamic Technical Resource Group (TRG) team. You will be part of an internal/international team with one of our key customers in located in Brussels

What You'll Do

Working as part of a dynamic and international team you will be providing day to day support onsite via our TechBar.
Some of the daily activities are:

• Deploy and support locally attached In-Scope Devices
• Provide workplace break/fix and Level 2 hardware and system software support as coordinated through the Service Desk (level 1)
• Coordinate with Vendor for server break/fix and Level 2 hardware and system software support as coordinated through the Service Desk
• Maintain and update processes and procedures for supporting the On-Site Technical Support Service
• Maintain appropriate equipment spares inventory levels in local sites to meet Service Levels for all locations
• Monitor, track, and analyse equipment failures based on ticket trends to identify any emerging or developing trends that will have negative impact on operational performance and develop recommendations on corrective action plans
• Proactively identify opportunities to continually improve services, and improve resolution across L1, L2, L3 support tiers
• Coordinate with the Service Desk and all other necessary departments to manage all On-Site Technical Support requests
• Collect and distribute the hardware from/to users (movers, leavers, newcomers, etc.) and do the necessary related administration (as part of IMAC)
• Support board meetings and events at the customer location
• Proactive tracking and resolution of all issues

What You'll Need

The ideal candidate will be an expert in dealing with customers at all levels; you will bring exceptional hands-on technical skills as well as great interpersonal skills.

• Operating Systems Expertise: A solid understanding of Windows 10 in troubleshooting, configuring, and optimization
• Software and Application Support: A good working knowledge of the common software, office suites, and industry-specific applications used. You will be capable of troubleshooting issues and offering guidance on how to use these tools effectively
• Mobile Device Management (MDM): Proficiency in managing mobile devices, including smartphones and tablets, is essential. This includes configuring email, securing devices, and troubleshooting mobile-specific issues
• Hardware Troubleshooting: An in-depth knowledge of computer hardware, including laptops, desktops, printers, and peripherals, is required. You will be able to diagnose and repair hardware issues and/or coordinate hardware replacements
• Network Troubleshooting: Possess the ability to diagnose and resolve network related problems is vital. You will understand both wired and wireless network configurations and be able to ensure a reliable and secure connection
• Audio-Visual Technology: An Understanding of audio-visual equipment, including video conferencing systems, projectors, and sound systems, is important for setting up and troubleshooting presentations and meetings
• Cloud Services: Familiarity with cloud-based services and platforms, such as Microsoft 365, 
• Problem-Solving and Adaptability: In addition to technical skills, you will possess strong problem-solving abilities and the capacity to adapt to new technologies and tools quickly
• Softskills: Exceptional customer facing and communication skills and are adaptable and welcoming of change and communicating it
• Languages: Fluent English, both verbal and written is mandatory. Dutch and/or French is a plush point
• Driver’s License: A valid driver’s license B

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.