Support Team Lead

For our bio-tech customer in Zwijnaarde (Gent), Fujitsu is looking for a Senior Onsite Support Engineer/Team Lead.

Start: ASAP

Where: Zwijnaarde, onsite

Years of experience required: 10+

Language requirements: NL + EN

General

• Secondary school diploma/certificate of completion is required.
• Experience in team leadership, including day-to-day management of technical support teams, is essential.

Nature of the Tasks

Technical Responsibilities (Onsite Support Engineer):

• Provide high-quality proximity support for end users, i.e., on-site interventions to deal with incidents and requests that cannot be resolved remotely.
• Log, categorize, prioritize, diagnose, troubleshoot, and resolve tickets, escalating to other resolver groups when required.
• Follow established processes and procedures, ensuring accurate documentation in the CMDB after resolving incidents or implementing changes.
• Communicate effectively with users (verbally and written) in both English and the local language.
• Propose improvements to Knowledge Base articles and share insights for process enhancement.
• Handle workstation provisioning, user rights management, and support mobility equipment (e.g., mobile phones, laptops, tablets).
• Manage peripherals such as printers, scanners, and multifunctional devices, including troubleshooting.
• Implement IMAC requests (Installation, Move, Add, Change) for PCs and associated peripherals.
• Maintain stock management for the region, tracking equipment locations and updating the CMDB.
• Provide support for audio/video-conferences, including testing, troubleshooting, and user assistance.
• Escort 3rd-party technicians in buildings for technical support needs and oversee major hardware/software issues.
• Offer user coaching for equipment and applications.
• Provide support during special events (e.g., conferences), occasionally outside normal business hours or premises.
• Utilize Remote Desktop Takeover for efficient remote diagnosis and escalate unresolved issues as required.

Team Leadership Responsibilities:

• Lead the team of Support Engineers, ensuring optimal task assignment, workload distribution, and team performance.
• Monitor and guide day-to-day activities of the team to maintain high-quality service delivery.
• Serve as the primary escalation point for technical and operational issues within the team.
• Conduct regular team meetings to communicate updates, share feedback, and reinforce best practices.
• Foster a positive, collaborative work environment by motivating and coaching team members.
• Drive continuous improvement initiatives, encouraging the team to propose and implement process enhancements.
• Act as a liaison between the support team, management, and other stakeholders to align on priorities and expectations.
• Ensure timely reporting of team performance metrics and key challenges to management.

Knowledge, Skills, Training

Technical Proficiency:

• Advanced knowledge of operating systems (Windows 10, iOS, macOS, Android).
• Expertise in Office 365 applications (Excel, Word, PowerPoint, Exchange Online, Skype/Teams, OneDrive, SharePoint Online).
• Familiarity with business applications such as Navision and ISABEL.
• Experience with workplace management tools (e.g., Intune) for configuring, managing apps, and protection.
• Solid understanding of network hardware, protocols (LAN, WLAN), and related administrative tasks.
• Proficiency in Active Directory, Azure Active Directory, and Okta.
• Knowledge of backup/restore procedures, antivirus management, and software patching.

Leadership & Communication:

• Strong leadership capabilities, including task delegation, performance monitoring, and team motivation.
• Exceptional communication and interpersonal skills, with the ability to handle stress and maintain a positive attitude.
• Commitment to service excellence, quality, and customer satisfaction.
• Analytical mindset with the ability to make data-driven decisions and solve complex problems.

Additional Qualities:

• Proactive and reactive problem-solving skills.
• Ability to adapt and respond effectively to dynamic business needs.