Nivel cariera

Middle (2-5 ani)

Limbi vorbite

engleză

Adresa/ adresele jobului

București


Context of the job:

With over 4000 employees, Cegeka is one of the most important ICT providers in BeNeLux. We develop, implement and manage IT applications and infrastructures for medium-sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors. Customers use our services to implement and integrate IT infrastructures, managed services, outsourcing, user support, desktop management, the development and implementation of applications, technical support and consultancy. With our own data centers in Hasselt (BE), Leuven (BE) and Geleen (NL), we are ready for the future and for new business models, and so are our customers. As well as the Belgian domestic market, Cegeka also has branches in The Netherlands, Italy, Slovakia, Czech Republic, Germany, Austria, Poland and Romania, where we have subsidiary companies for remote management and software development.  

 

Position overview:

You will be part of the 2nd line team of Support Engineers in Belgium and Romania who provide extended support for one of our biggest customers. Your mission is the daily support of our external end-users and to provide timely and professional support through diverse channels of communication. You will also deal with all technical matters assigned to your group and with assigned requests and (non) standard change orders. You will be participating in a shift system that operates Monday to Friday, between 08:00 AM EET – 20:00 EET.

 

Responsibilities:

  • Analysis of support tickets received by phone, email or web submit
  • Timely updates for every support ticket assigned to your group
  • Accurate ticket documentation of the support ticket and troubleshooting steps taken
  • Tickets follow-up and escalation in accordance with priority, impact and SLAs
  • Intensive search to obtain the desired solutions and proper initiative before escalating to another group
  • Ownership and responsibility for all tickets assigned to your queue
  • Execution of assigned service requests and (non) standard change orders to your group
  • Commercial function, by positively exposing CEGEKA during direct communication with users
  • Working in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard
  • Working in accordance with CEGEKA quality standards, procedures, processes and internal regulations
  • Strict adherence to change management procedures before performing any change
  • Attendance in trainings and team meetings
  • Coaching your 1st line colleagues when needed
  • Creating and updating work instructions

 

Candidates must possess:

  • Minimum 2 year experience as a 1st line Service desk agent, troubleshooting end user related incidents
  • Very good knowledge of Microsoft server platforms (Windows 2012 R2, Windows 2008 R2)
  • Knowledge in troubleshooting Microsoft Exchange Servers
  • Good knowledge and experience in working with and troubleshooting Microsoft Active Directory Services
  • Proven experience in solving Citrix and Office 365 related incident tickets
  • Knowledge of Azure is considered an asset
  • Good knowledge and experience with enterprise Antivirus products
  • Good knowledge of networking fundamentals
  • Excellent knowledge and troubleshooting skills in relation to Windows 7, Windows and Windows 10
  • Excellent communication skills
  • Initiative and drive
  • Passion for IT
  • Strong team spirit and strong interest and involvement
  • Punctuality and flexibility; Schedule adherence is one of the objectives of your activity and it will be taken into account during your performance evaluation
  • Ability to listen, learn and improve
  • Excellent English skills, both written and verbal
  • Knowledge of common ITIL processes (incident, problem, request and change management)
  • Maturity to work independently and also in close collaboration with your colleagues in Belgium

 

Offer (bonuses, benefits):

  • Headquarters in the centre of Bucharest (Victoriei Square)
  • Flexible working environment within a dynamic team
  • We leave you room to balance your work and private life - 22 days as annual vacation, plus extra days in accordance with internal policies
  • Private medical subscription, you can choose from 2 providers
  • Meal tickets
  • Access to a modern library
  • Free Gym Subscription - fitness, aerobic, pool (according to internal policies)
  • Preferential rates to 7Card subscription
  • Massage within the company premises
  • Team events (team-buildings, team hangouts, Christmas party, etc.)
  • Relaxation room (foosball, darts, board games, X-box, etc.)
  • Access to various training programs (soft and hard skills trainings, according to the internal policies)
  • Being part of a growing organization with Belgian roots