Junior IT Support Engineer analyst | Regio Zuid-Limburg

Within IT Support the IT Support Engineer I will be part of an international team with people from all continents, working out of the offices from our client located in Zuid Limburg, the Netherlands but in close cooperation with suppliers worldwide.

Summary of the Job:

Within IT Support the IT Support Engineer I will be part of an international team with people from all continents, working out of the offices from our client located in Zuid Limburg, the Netherlands but in close cooperation with suppliers worldwide. Within this environment the function of IT Support Engineer I 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

2. External: Entities that use processes and applications of our client.

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 I is responsible for registering and solving standard incidents, requests 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 first 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
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
Perform standard system administrative tasks
Create, improve and maintain documentation, job aids and FAQ for users and team members
Make suggestions to improve general work processes within the team
Staying informed on the latest developments in the dedicated area of expertise
Resolve minor training/awareness issues on the phone
Resolve connectivity, configuration and user issue
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 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
Intermediate/advance affinity with IT – working knowledge of Compass Call Centre is essential. Plus knowledge of Compass@Dealer, M4T and NAC software is a major advantage)
Good verbal and written communication skills in; English and German
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”

Junior IT Support Engineer analyst | Regio Zuid-Limburg

Summary of the Job:

1. External: Entities that use CDC processes and applications for Customer Service and Service 24h

2. External: Entities that use processes and applications of our client.

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 I is responsible for registering and solving standard incidents, requests 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 first 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

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

Perform standard system administrative tasks

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

Make suggestions to improve general work processes within the team

Staying informed on the latest developments in the dedicated area of expertise

Resolve minor training/awareness issues on the phone

Resolve connectivity, configuration and user issue

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 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

Intermediate/advance affinity with IT – working knowledge of Compass Call Centre is essential. Plus knowledge of Compass@Dealer, M4T and NAC software is a major advantage)

Good verbal and written communication skills in; English and German

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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