Second Line Support Engineer in Heverlee

As a Second Line Support Engineer, you are responsible for analyzing, diagnosing, and solving software and hardware related incidents, requests, and problems. You work as a technical expert to manage incidents which were not resolved by first line support. You will support end-users with a high-level of customer service, to the standards of our customer.

Wie je ook bent of waar je ook voor staat: bij IMPACT geloven we dat iedereen het kan maken. Diversiteit en inclusie zijn voor ons cruciaal: in alles wat we doen, sta jij als uniek persoon centraal.
Vaste indienstname na interim
Voltijds
Dag (dagpost)
50 - 199 werknemers

De job

Jouw taken

As a Second Line
Support Engineer, you are responsible for analyzing, diagnosing, and solving
software and hardware related incidents, requests, and problems. You work as a
technical expert to manage incidents which were not resolved by first line
support. You will support end-users with a high-level of customer service, to
the standards of our customer. Finally you will help to automate first line
tasks and activities. In this role you will report to the Support Manager
and you occasionally will be
asked to travel to the other site in Belgium. Knowledge of Unix is a major
asset in this function.

Measures
of Success

  • Research and identify
    solutions to software and hardware issues
  • Diagnose and troubleshoot technical
    issues, including account setup and network configuration
  •  Ask customers targeted
    questions to quickly understand the root of the problem
  • Track terminal devices issues
    through to resolution, within agreed response time
  • Talk customers through a series
    of actions, either via phone, email or chat, until they’ve solved a technical
    issue
  • Work closely with First Line
    to increase the knowledge and effectiveness of the team
  • Properly escalate unresolved
    issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate
    feedback to customers and follow up to ensure full functionality after
    troubleshooting
  • Ensure all issues are
    properly logged
  • Prioritize and manage several
    open issues at one time
  • Document technical knowledge
    in the form of notes and manuals
  • Have a customer mindset and
    maintain jovial relationships with customers
Tools & vereisten
  • Talenkennis
    • Engels (zeer goed)
    • Frans (matig)
    • Nederlands (zeer goed)
Werkregime
  • Voltijds

Aanbod

  • Working in an international environment
  • Salary depends of the experience
  • Working from Monday until Friday, day hours

Jouw profiel

In dit plaatje pas jij

Skills & Experience Required

  • BS degree in Information
    Technology, Computer Science or relevant field or proven work experience as a
    Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician
    or similar role
  • Hands-on experience with
    Windows/Linux/Android environments
  • Good understanding of
    computer systems, mobile devices and other tech products
  • Ability to diagnose and
    troubleshoot basic technical issues, ITIL certification is a plus
  • Familiarity with remote
    desktop applications and help desk software
  • Ability to provide
    step-by-step technical help, both written and verbal
  • Additional certification in
    Microsoft, Linux, Cisco or similar technologies is a plus
  • Collaborative, flexible
    attitude with strong commitment to provide excellent customer service
  • Great problem-solving and
    communication skills
  • Fluent in English and Dutch
    or French
Zo scoor je extra punten
  • Sector kennis
  • Relevante werkervaring

Het bedrijf

Corebusiness

International company within Transportation and Logistics.

Grootte

50 - 199 werknemers

Troeven
  • Internationale speler
  • Bedrijf in volle groei
  • Verschillende vestigingen
  • Rechtstreeks contact met je leidinggevende
  • Doorgroeimogelijkheden
  • Opleidingsprogramma
Jouw contract
  • Vaste indienstname na interim

Plaats van tewerkstelling: Heverlee

Er is geen exact adres beschikbaar voor deze job.
We tonen de locatie van de job.

Zo verloopt je sollicitatieproces

1
Sollicitatie

Je solliciteert op een vacature of waagt spontaan je kans.

2
Matching

Maaike neemt je sollicitatie, motivatie en cv grondig door.

3
Gesprek met IMPACT

We voelen jouw potentieel: tijd voor een gesprek en eventueel enkele tests.

4
Beslissing werkgever

Na je voorstelling en mogelijk een gesprek, maakt de werkgever de finale keuze.

5
Ondertekening contract

Je bent de juiste persoon op de juiste plek. Proficiat met de nieuwe job!