- To provide technical support together with the Global technical support team on all IT systems utilized by company staff and Client contractors.
- To assist in the implementation of the IT strategy.
- First level IT Support:
- Deliver IT Service and Support corresponding to the Global Support Team Service Level Objectives and KPI reporting as agreed upon with IT Management and the business teams.
- Provide first level end user support on Client defined Hardware and Software, troubleshoot in coordination with Client 2nd Level support or 3rd party support.
- Tracking of technical support cases within provided Service Management application and ensure adequate ticket classification and timely ticket fulfilment.
- Identify and ensure that interim IT solutions are provided so that the business continues to operate efficiently even if technical issues are encountered with standard processes.
- Maintain a consistent Configuration Management Database (CMDB)
- Compliance with corporate and regulatory audit best practices (Solvency II) including maintenance of up to date documentation of IT Support/Account management processes and procedures and system support documentation.
- Support and participate in global IT projects as defined by the project team including testing, user acceptance testing and to provide regular up-dates on status of projects.
- Perform Hardware relocation requests including cabling, desktop / laptop computers, monitors, telephone hardware, video conferencing systems, and other IT related equipment. JOB SPECIFICATION
- Provide support for the Video Conferencing system, from the end user booking process to ongoing Video Conferences. Participate in preparing and testing of Video Conferences.
- Organize and provide training of Client Users on new systems.
- Contribute and represent the Technical Support team on Client internal social media platforms.
- Coordinate and execute the IT Account Management tasks (New employees/Client contractors, access right modifications, departures, etc.)
Experience
- All aspects of technical support service delivery.
- 5 yrs of IT knowledge and troubleshooting skills.
- 5 yrs working in on-site level1/2 technical support rol
Personal Competencies:
- Essential: Service oriented IT Support skills including working upper Management level. Understands the customer needs and offers solutions in line with the Client company guidelines.
- Takes ownership of all kind of IT Service requests such as incidents/requests/changes/problems
- Appropriate communication skill to the management, colleagues and end users.
- Global Team player
- Is willing to work off hours if required by the support case.
- Lifelong learner
- Language skills: very good English.
Digital Competencies:
- Essential: Good understanding of IT systems and business process flows.
- Strong competency in computer systems in a Microsoft (Current Windows Operating systems and Office applications, Windows management tools) based environment including basic skills in back office administration systems.
- Experience with ITSM tool ServiceNow preferred.
- Strong competency with market leading mobile communication devices.
- Experience in design and specification of IT systems or process flows.
🎁 What we offer:
- Expense account for holidays
- Meal tickets and gift vouchers
- Training opportunities
- Regina Maria medical package
- Extra vacation days
- Fruits on the house
What about choosing much more than a job? #AJobThatMakesSense
All our positions are open to people with disabilities
