Technical Support Engineer
- USG Professionals
- Eastern Flanders
- Permanent, Full-time
Technical Support Engineer
Bent u op zoek naar een werkgever om uw ICT-vaardigheden in goede banen te leiden? Ben je ongeduldig om je dynamiek en ambitie in moeilijke projecten vrucht te laten dragen? Dat bieden we je bij USG ICT, omdat we jouw kennis en kunde optimaal benutten. Jouw missie: verschillende opdrachten uitvoeren en zo de resultaten van onze klanten versterken.
The Technical Support Engineer's responsibilities include fielding Level 1 & 2 technical support cases (and Tier 1 in cases of absences to other team members), by way of advanced root cause analysis and problem-solving and advanced software configuration. The Engineer also works with sales to define technical requirements, create custom reports, set-up databases for installations, and, when assigned, travels to customer sites to conduct customer installations, on-site support or reactive maintenance (travel up to max 20%). This job revolves around having an in-depth understanding of all software applications and the various hardware constellations under the Medical umbrella, and the primary regions of support are Benelux and the United Kingdom.
Coordinates customer requests for Tier 1 & 2 technical support, working through issues to conclusion. Expected to answer the Tech Support telephone line and monitor and maintain the Tech Support e-mail inbox to consequently to fix and repair breakdowns, system faults and perform troubleshooting for hardware, software, networking, databases and firewalls.
Documents all support tickets in Salesforce.com, including root cause analysis, corrective action, closure comments. Responsible for adding information to the online Knowledge Base and consequently creates and maintains Technical Supports KPIs and targets.
Works with and coordinates the development team - testing the Medical software, understanding and reporting enhancements and bugs. Raises bugs in Team Foundation Server (Azure DevOps) to enable developers to work on bug fixes.
Conducts remote desktop sessions and scheduled support calls and assists customers in setting up their database and software installations (mostly SQL Server)
If on-site travel is ever required, tasks can include:
Install the required environment (DB Server, software, Web services, etc) Install the required hardware components Diagnose system problems and makes database adjustments
Provide out of hours (on-call) support to customers and document issues in the ticketing system and knowledge base (on rotation every 5 weeks).
Provide hardware and software training on our solutions to customers by way of classroom training, remote training and user manual maintenance.
Bachelor's degree in computer science or technology-related subject.
Service/Customer/Technical Support experience of 3+ years in a technical environment working with software and hardware. Customer-first mindset.
Fluent in Dutch, French and English. Other European languages are a plus.
Good communication, presentation, time management and listening skills. Is highly professional outwardly to external customers.
Excellent problem-solving skills. Is meticulous with high attention to detail and always aims to find the root cause via 5-why analysis.
Ability to think in a structured and logical manner.
Technical and mechanical aptitude/affinity – particularly to IT (IIS, SQL, HTML, Windows, Servers, Networking, Programming Languages) and mechanical hardware.
Knowledge of the ITIL service management framework
Communicates independently about the projects, gives status updates
Works efficiently - time management
Shows ownership about their projects
Is positive and works solution-oriented
Talent moet in de watten worden gelegd. Daarom bieden we je niet alleen een vast contract van onbepaalde duur aan in ruil voor je kennis en inzet. We treden ook op als uw loopbaanplanner en gaan op zoek naar de beste kansen, opleidings- en doorgroeimogelijkheden voor u. Naast je competitief salaris krijg je heel wat extralegale voordelen (dagvergoeding, groeps- en hospitalisatieverzekering, bedrijfswagen, ...).
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- Professional bachelor (Higher Education Short Type)
- At least 2 years experience
- Dutch, English, French
- 11 March
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