Support Agent

Do you have 5+ years of experience as a support Agent? We are looking for a EU national to join our team in Gent.

Requirements:

• 5+ years of experience as a support Agent
• Good OS Knowledge in Windows 10, iOS, MacOS, Android
• Good Knowledge of Office applications (O365), Excel/Word/PowerPoint, Exchange Online/Outlook, Skype/Teams, OneDrive, SharePoint Online
• Good knowledge of Zoom Videoconferencing
• How-To Knowledge of business applications: Navision, ISABEL
• Very Good Knowledge of Workplace management tooling (Intune): Configure, Manage Apps, Protection
• Knowledge of Basic administrative tasks: Account management, Network hardware and Protocols (LAN, WLAN), Backup/restore procedures, Antivirus management, Patch and software distribution, Scanning and Printing understanding, Active Directory/Azure Active Directory/Okta
• Excellent communication & "soft" skills.
• Ability to work under stress while keeping a positive attitude.
• Excellent service attitude and commitment to quality.
• Pro-activeness and reactiveness.
• Analytical mind.
• Language(s): English (fluent), Dutch (fluent)

Job Description:

• Provide high-quality proximity support for end users, i.e., on-site interventions to deal with incidents and requests impossible to resolve remotely.
• Log, categorize, prioritize, diagnose, troubleshoot, and resolve tickets.
• Follow-up progress of assigned incidents, requests, and standard changes.
• Escalate to other resolver groups when required.
• Execute CMDB update tasks following incident resolutions and change implementation.
• Communicate with users (verbally and written) in English and Local Language.
• Follow established processes and procedures.
• Propose and improve Knowledge Base articles.
• Workstation provisioning.
• User-rights management.
• Loan and support of mobility equipment (e.g., mobile phones, smartphones, laptops, tablet computers).
• Peripherals management (install, connect, and troubleshoot printers, scanners, multifunctional devices, etc.).
• Implement IMAC requests (Installation, Move, Add, Change), including but not limited to PC installation/configuration and move.
• Provide stock management for the region.
• Track equipment and its (new) location to upload the file to the CMDB.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Small & Medium Scale Logistics actions (SMSL) (e.g., PC and peripherals moves in the context of new users’ arrivals, user’s office relocations).
• Support for audio/video-conferences (e.g., help for the establishment of connections, testing, basic troubleshooting, etc.).
• Escort 3rd party technicians in buildings to provide technical support (e.g., replace failing hardware).
• Reinforce the remotely other campus site in case of exceptional workload.
• Provide coaching to users in the use of the equipment provided to them and/or specific applications.
• Provide support during major/occasional events (e.g., conferences, etc.), possibly outside of normal business hours and premises.
• Log, categorize, prioritize, diagnose, troubleshoot, and resolve application-related incidents whenever possible, potentially coming from all users worldwide.
• Utilize Remote Desktop Takeover to improve remote diagnosis.
• Escalate to the 3rd party developers’ team (in case of application bug or necessary improvement) or to the relevant business division (in case of identified need for end-user training), when required.