IT Support Specialist

2 dagen geleden

Utrecht, Utrecht, Nederland Toshiba EMEA Voltijd
About Toshiba EMEA

Toshiba EMEA is a leading global company, providing retail store solutions to top brands. As part of Toshiba EMEA, you'll be an integral partner to the success of our customers. We're passionate about retail transformation and solving the problems that retailers face every day to help them create more engaging shopping experiences.

The ability to innovate is the key to retail success. That's why we invest in future technologies that enable retailers to innovate faster to keep up with continuously evolving customer expectations. We work with our clients to understand their business requirements and set out to create a strategy that brings their vision to life, supporting their business goals. We also evaluate their long-term needs and create new processes, solutions, or programs truly tuned to make their business shine today and in the future.

The nature of retail is changing quickly, so if you share our vision of a seamless, two-way, participatory shopping experience, let's work together to drive the new economy.

**Work Environment:**

Toshiba EMEA offers a hybrid work environment based in the Netherlands or Germany, with 15% European travel.

**Job Summary:**

The IT Support Specialist performs complex technical services for the Toshiba EMEA environment in support of End Users. Responsible for providing diagnosis, troubleshooting, and resolution for areas related to hardware/software failures, network connectivity, laptop/PC deployment/replacement/asset tracking, and general desktop/printer problems with the aim to provide best-in-class service and support to employees in Europe.

**Key Responsibilities:**

  • Provide day-to-day IT technical support to employees in a combination of the following areas: network infrastructure and internal systems software and hardware.
  • Installs, configures, and troubleshoots desktop systems, workstations, servers, and network issues in a diverse and complex environment.
  • Make recommendations for purchases as required.
  • Ensure customer satisfaction by responding to calls, emails, and/or voicemails in a timely, accurate, and professional manner.
  • Customer support: able to manage stakeholders across all levels of the organization and deal effectively with end users, third-party vendors, contractors, and service providers.
  • Resolve escalated calls within the department and ensure timely escalation of customer problems by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
  • IT Ticket management: log tickets as required by departmental practices into the designated ticket system to communicate with and properly utilize 2nd and 3rd level support staff.
  • Maintain related passwords, data integrity, and file system security for the desktop environment. Participate in the development of information technology and infrastructure projects.
  • Communicate highly technical information to both technical and non-technical personnel.
  • May conduct end-user training designed to educate computer users about basic and specialized applications or hardware.

**Requirements:**

  • Previous experience working in a similar environment (international, matrix, service-oriented).
  • Knowledge in and of multiple platforms Windows 10, 11, Server, and mobile devices operating systems (iOS, Android).
  • Working knowledge of common end-user software applications (Microsoft Office 365, Windows, Outlook).
  • Experience using and/or supporting the following software: Manage Engine, Cloudflare, VPN clients, Telephony, Backup systems, iOS, Android, Meraki, Service Now.
  • Demonstrable experience in customer support with a customer-service orientation.
  • Organization and time management skills, able to manage multiple projects or issues simultaneously.
  • Ability to work independently and assume responsibility for project deliverables as well as being an enthusiastic 'team-player' when required.
  • Ability to interact with diverse groups of technical and non-technical people.

**Equal Opportunities:**

Toshiba EMEA is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, disability, gender identity, gender expression, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

**Diversity, Equity & Inclusion:**

We at Toshiba EMEA firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement, and Culture of Transparency).

**Our Values:**

We at Toshiba EMEA are passionate about our customers, the retail industry, and becoming a more responsible company as we help create a brighter future. Our RETAIL values (respect, empowerment, teamwork, adaptability, leadership) characterize what our employees and clients can expect when they work with us every time and all the time.

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