Field Service Agent

**Overview**

**Key responsibilities**
- Maintain accurate documentation of issues, solutions and processes in the IT service management system
- Ensure that issues are resolved within ticket life cycle
- Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary
- Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals
- Assist with account setup, password resets, and access management in Active Directory and other systems
- Conduct basic IT training for end-users on common issues and best practices if necessary
- Assist in onsite support activities, including hardware deployment, desk setups, and meeting room tech support
- Provide on-site installation, repair and maintenance services
- Travel to various onsite locations as required to support operations
- Participate in IT asset management by tracking and managing hardware and software inventories
- Work independently and collaboratively within a team
- Communicate professionally within internal and external contacts
- Adhere to Tech Mahindra and client’s procedures, policies and guidelines; including KPI related activities to avoid business impact
- To ensure that breaks are pre-approved by SME, Team Leader or Manager
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

**Skills/qualifications required**
- **Certifications (Optional)** ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support
- **Level of expertise** L1 - L2 On-site or Remote Support
- Excellent communication skills and telephone manner.
- **Application Support**: Prior experience in Application support/Software development, IT Service Desk
- **Tools**: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar
- **ITIL**: Knowledge of ITIL processes and procedures would be an added advantage
- Basic understanding of IT security best practices
- C1 level Dutch language skills in combination with excellent English language
- Ability to work independently and manage multiple tasks in a face-paced environment
- Strong customer service and communication skills, both verbal and written
- Excellent problem-solving skills with the ability to diagnose technical issues effectively
- Valid EU driving license (Category B or higher)

**Business Overview**:
Tech Mahindra is a multi-billion £ company who employ over 125,000 professionals across ninety countries, helping over a thousand customers, including fortune five hundred companies achieve excellent customer experience.

At Tech Mahindra, a culture of **driving positive change**, **celebrating each moment**, and **empowering all to Rise**drives us to dream, do, and become more. By living our culture, both as individuals and as a team, we establish and advance our presence as a brand that is global, innovative, and caring.

Our culture also leads the way for us to be and become **a Company with a Purpose**. We try to achieve this by making responsibility personal and adopting sustainability as a way of life at Tech Mahindra.

**That is the Tech Mahindra wayto RISE**

**What makes a wonderful team? A Diverse team**

We are passionate about finding the right people to join our team and we understand that everyone has specific things they want for their personal and career development, so please do speak to us, and let us know what matters to you

Interested? Contact our Talent Acquisition team We look forward to speaking with you

**A job is not just a job. It is who you are**

**Tech Mahindra is an equal opportunity employer and is proud to be a Disability Confident employer.**

**Our commitment to diversity extends beyond recruitment, as we strive to create a workplace that embraces differences and values the unique contributions of every team member.**

**Join us in fostering an inclusive environment where everyone can thrive and contribute their best**

**Job Types**: Full-time, Permanent

Pay: €3.500,00 - €3.800,00 per month

Work Location: On the road