Technical Support Specialist
5 dagen geleden
Position: Service Desk Agent (Dutch)
Employment Type: Contractual Position
Work Environment: Onsite
Key Responsibilities:
§ Deliver precise, prompt, and high-quality assistance focused on customer satisfaction. Accountable for the quality and provision of technical support to clients regarding the technology utilized for product and service support, as well as related software for internal staff.
§ Address customer inquiries within a specified timeframe, providing resolutions and ensuring that business requirements are fulfilled while complying with ITIL protocols, corporate standards, and service level agreements.
§ Proactively identify, replicate, and resolve issues within areas of expertise in a professional manner.
§ Exhibit proficiency in the latest Windows Operating System and possess an understanding of Windows naming conventions (files, directories, paths, and drives).
§ Show readiness and capability to develop innovative and thoughtful approaches to tasks.
Qualifications:
§ Availability to work during operational hours.
§ Foundational experience in Help Desk, Call Center, or Technical Support settings.
§ Familiarity with ServiceNow or a similar ticketing system is preferred.
§ Demonstrated knowledge in managing incidents, problems, and requests related to end-user PC hardware and software issues within a Windows environment. Experience with mainframe issues is advantageous.
§ Proficient in the most recent Microsoft Windows Operating System and Microsoft Office Suite.
§ Experience with remote connectivity solutions such as VPN and VDI.
§ Basic understanding of TCP/IP and network hardware, including routers, switches, and hubs, along with their functionalities. Knowledge of Microsoft Windows Server technology is a plus.
§ Familiarity with remote assistance tools like Webex/PC Assist or similar applications commonly used in Help Desks for remote control of customer PCs.
§ Experience with home networking and Wi-Fi troubleshooting.
§ Experience in Security Administration of Active Directory and/or IBM RACF is a plus, though not required. Familiarity with employee management processes such as additions, transfers, and deletions, as well as creating security groups and managing server security access, is beneficial.
§ Adherence to ITIL processes and procedures is essential, with ITIL framework certification preferred.
§ Ability to collaborate effectively in a team-oriented environment, including participation in rotational assignments or project teams.
Preferred Skills:
§ Strong customer service skills or experience.
§ Flexibility in adapting to new technologies and processes.
§ Availability for varied scheduling (24/7).
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