Team Lead Support

🌐 Senior Onsite Support/Team Lead 🌐

Languages: Fluency in Dutch and English.

Location: Gand

About us:

EliteGroup IT Consulting is a renowned IT consultancy firm known for its expertise in delivering tailored solutions to clients worldwide. With a focus on innovation and excellence, we empower organizations to optimize their IT infrastructure and achieve their business objectives effectively. Join us and be part of a dynamic team committed to driving digital transformation and delivering exceptional results. 🚀

Responsibilities :

• Provide high-quality onsite support for end users, handling incidents and requests that cannot be resolved remotely.
• Log, categorize, prioritize, diagnose, troubleshoot, and resolve tickets, escalating to other teams when necessary.
• Follow established processes and procedures, ensuring proper documentation in the CMDB after resolving incidents or implementing changes.
• Communicate effectively with users in both English and the local language (verbally and in writing).
• Suggest improvements to Knowledge Base articles and contribute to process enhancements.
• Manage workstation provisioning, user rights, and support for mobile equipment (e.g., phones, laptops, tablets).
• Support peripherals such as printers, scanners, and multifunction devices, including troubleshooting.
• Execute IMAC requests (Installation, Move, Add, Change) for PCs and associated peripherals.
• Maintain stock management for the region, track equipment locations, and update the CMDB.
• Provide support for audio/video conferences, including testing, troubleshooting, and user assistance.
• Escort 3rd-party technicians within buildings for technical support and oversee critical hardware/software issues.
• Offer user training on equipment and applications.
• Provide support during special events (e.g., conferences), sometimes outside normal business hours or offsite.
• Utilize Remote Desktop Takeover for remote diagnosis and escalate unresolved issues as needed.
• Lead the team of Support Engineers, ensuring effective task delegation, workload distribution, and team performance.
• Monitor and guide the day-to-day activities of the team to ensure high-quality service delivery.
• Act as the primary escalation point for technical and operational issues within the team.
• Conduct regular team meetings to share updates, provide 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.

Profile :

• Advanced knowledge of operating systems (Windows 10, iOS, macOS, Android).
• Expertise in Office 365 (Excel, Word, PowerPoint, Exchange Online, Skype/Teams, OneDrive, SharePoint Online).
• Familiarity with business applications like Navision and ISABEL.
• Experience with workplace management tools (e.g., Intune) for app configuration, management, 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.
• Strong leadership skills, 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.
• Proactive and reactive problem-solving skills.
• Ability to adapt and respond effectively to dynamic business needs.

Interested in this opportunity? Feel free to apply here or send us your updated CV at [email protected] , [email protected] and [email protected]