IT Support Engineer analyst | landelijk

Within this environment the function of IT Support Engineer II acts as the first point of contact for the our Customers.

Summary of the Job:

Within this environment the function of IT Support Engineer II acts as the first point of contact for the following Customers;

1. External: Entities that use CDC processes and applications for Customer Service and Service 24h, in particular Compass@Dealer and M4T. Specifically these entities consist of MPC partners, C@D Users from the retail organization and technicians in the field

2. External: Entities that use our client’s processes and applications for Sales Funnel Management (SFM), OCRM and MBuptime.

3. Internal: CAC employees that make use of CDC applications

4. Internal: Project related work, i.e. (bulk) data changes/activation, creating documentation, answer project related questions, etc.

The IT Support Engineer II is responsible for registering and solving incidents and enquiries.

Tasks & Responsibilities:

Support users in more than 50 countries around the globe and around the clock (>1.500 end users)
Serve and act as point of contact for customers via phone, email, chat and IT Portal
Handle, follow-up and manage user’s expectations of incidents, requests and enquiries
Assist1st line hand-on in troubleshooting, analysis and escalations
Correctly administrate incidents, requests and enquires
Analyze and assess the potential impact of incidents, requests and enquiries and define the relevant priority and dispatching to next line
Take initiative to involve other IT Operations 1st line team members or 2nd line engineers in more complex calls
Create and maintain user accounts (>150 user account requests per month);
Register, prioritize, solve and dispatch incidents to 3rd line support teams and external partners
Provide project support such as user creations, hyper care and roll-outs
Perform administrative tasks
Create, improve and maintain documentation, job aids and FAQ for users and team members
Implement and document workarounds in close cooperation with 3rd line teams and suppliers
Propose suggestions to improve general work processes within the team
Train new colleagues
Identify problems that can effect CDC processes and escalate to IT coordinators
Support users with process knowledge and case specific routing
Support CDC IT-Operations 2nd and 3rd line in the process of problem resolution
Check reporting and supply data for specific requests (internal and external)

Requirements:

Completed Vocational Education (MBO) or proven corresponding skill level
Relevant work experience in this field
Intermediate/advance affinity with IT – working knowledge of Compass Call Centre is a plus.
Excellent verbal and written communication skills in English (second European language is a plus)
Act quickly to queries and are able to explain complex issues in layman terms
Problem solving capacity, seeing consequences of actions taken
Stress resistant, have the ability to put things in perspective
Being able to manage time and prioritize the workload
Eager to learn and be a team player
Service and customer oriented
Willingness to work flexible hours
Working experience in a multicultural environment
Have knowledge of and handle according the rules and regulations of the company
Experience in customer support / problem solving business processes
Good communication skills (B2B)
Act as a “brand ambassador”

IT Support Engineer analyst | landelijk

Summary of the Job:

Within this environment the function of IT Support Engineer II acts as the first point of contact for the following Customers;

1. External: Entities that use CDC processes and applications for Customer Service and Service 24h, in particular Compass@Dealer and M4T. Specifically these entities consist of MPC partners, C@D Users from the retail organization and technicians in the field

2. External: Entities that use our client’s processes and applications for Sales Funnel Management (SFM), OCRM and MBuptime.

3. Internal: CAC employees that make use of CDC applications

4. Internal: Project related work, i.e. (bulk) data changes/activation, creating documentation, answer project related questions, etc.

The IT Support Engineer II is responsible for registering and solving incidents and enquiries.

Tasks & Responsibilities:

Support users in more than 50 countries around the globe and around the clock (>1.500 end users)

Serve and act as point of contact for customers via phone, email, chat and IT Portal

Handle, follow-up and manage user’s expectations of incidents, requests and enquiries

Assist1st line hand-on in troubleshooting, analysis and escalations

Correctly administrate incidents, requests and enquires

Analyze and assess the potential impact of incidents, requests and enquiries and define the relevant priority and dispatching to next line

Take initiative to involve other IT Operations 1st line team members or 2nd line engineers in more complex calls

Create and maintain user accounts (>150 user account requests per month);

Register, prioritize, solve and dispatch incidents to 3rd line support teams and external partners

Provide project support such as user creations, hyper care and roll-outs

Perform administrative tasks

Create, improve and maintain documentation, job aids and FAQ for users and team members

Implement and document workarounds in close cooperation with 3rd line teams and suppliers

Propose suggestions to improve general work processes within the team

Train new colleagues

Identify problems that can effect CDC processes and escalate to IT coordinators

Support users with process knowledge and case specific routing

Support CDC IT-Operations 2nd and 3rd line in the process of problem resolution

Check reporting and supply data for specific requests (internal and external)

Requirements:

Completed Vocational Education (MBO) or proven corresponding skill level

Relevant work experience in this field

Intermediate/advance affinity with IT – working knowledge of Compass Call Centre is a plus.

Excellent verbal and written communication skills in English (second European language is a plus)

Act quickly to queries and are able to explain complex issues in layman terms

Problem solving capacity, seeing consequences of actions taken

Stress resistant, have the ability to put things in perspective

Being able to manage time and prioritize the workload

Eager to learn and be a team player

Service and customer oriented

Willingness to work flexible hours

Working experience in a multicultural environment

Have knowledge of and handle according the rules and regulations of the company

Experience in customer support / problem solving business processes

Good communication skills (B2B)

Act as a “brand ambassador”

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