End User Support Team Lead L3 (FTE) - Machelen
DeRisk Technologies, Belgium
Job Description
Language proficient in Dutch B2 level or above required
Ensure that assigned infrastructure at the client is configured, installed, tested and operational.
Identify problems and errors prior to or when it occurs and manage with relevant technical teams until resolution.
Take full ownership for managing incidents to resolution within the service level conditions.
Provide telephonic support to clients when required.
Act as a people manager to a team of engineers, take responsibility for the operational management of the team, create, and execute plans and report on team activities in the required forums.
Produce breach and other reports that are necessary for the correct operation of processes.
Mentor and inspire team
Strong understanding of Client based Operating Systems
Strong ticketing system experience
Proficient understanding of Helpdesk services
Strong understanding of end user hardware
Strong knowledge of client-based applications
Proficient with common network protocols (TCP/IP) for device connectivity issues
Excellent communication skills (English amp; Local language)
Excellent customer engagement and customer service skills
Strong desire to help, share, and assist others
Excellent analytical skills, Work Ethic and Problem-solving skills
Basic Safety knowledge in order to assist users with ergonomic equipment
Customer experience - CSAT focused with Customer is #1 Attitude
Professional and courteous and Ability and patience to work in a high dense client environment
Flexible for travelling to remote sites
Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)
Software installation/troubleshooting
Mobile device support (iOS/iPhone/iPads) excluding warranty hardware repair
Experience in Mobile Device Management and Mobile Application Management
Provision support for Skype installation, Wireless connectivity, resolving performance issues, providing device connectivity; and facilitating smart card/password changes
Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
Requirements
Network amp; Security Engineer Required Skills:
• Cisco knowledge (CCNP)
• Backbone and edge switch management experience
• VLAN, routing knowledge
• Wireless network configuration experience
• 802.1x and NAC experience
• WAN management experience
• Fortigate experience /Palo Alto (senior level)
• Virtual Firewall experience
• Proxy management experience
• IPS, DDOS, VPN and IPSEC knowledge
• Problem solving and Troubleshooting skills
• Knowledge about ITIL processes (incident, event, request, problem, change management and etc), SLA, SLO
• Vmware VCF NSX experience is a plus on security Level"