IT Support Engineer

hace 2 semanas

En remoto, España Affidea BV A tiempo completo

The IT Support Engineer is Responsible to maintain the in-scope Application Services as per SLAs agreed with the IT DEMAND/CIO. He/She will provide, where needed, the necessary know-how to identify, implement and maintain the first level IT Application Support. In-scope areas for the role:
All Application Services (maintenance and support) as defined by the Capability Lead - Applications Services.

The IT Support Engineer works closely with the Head of Global Service Desk to provide first level IT support services in line with SLAs agreed with IT DEMAND/CIO.

**RESPONSIBILITIES**
- Overall responsible for executing the necessary FIRST LEVEL support and maintenance activities to meet the SLAs agreed with CIO/IT DEMAND
- Work with other Supporting Levels of IT SUPPLY to build strong professional relationships and ensure the effective ticket dispatch to next levels, ticket escalations and delivery of the in-scope IT services.
- Responsible for execution of/contribution to assigned Group/Country IT Application Services initiatives.
- Provide feedback and insights to the team on ways to better serve our customers.

**TASKS**
- Gather complete and accurate information on the nature, complexity, impact and urgency of issues and accurately record all information in ITSM software.
- Provide initial triage with the goal to handle and resolve more issues over time with familiarity/skillset.
- Clearly communicate technical responses to customers ensuring the understanding of the steps needed for the resolution.
- Work closely with the Capability management for issues that require escalation. This includes detailed review of previous troubleshooting steps, workflow process, error messaging and testing.
- ** Cooperation with Procurement in terms of delivery and logistics**:

- ** Perform regular IT Stock management activities**:

- Research existing knowledge base articles, issue tracking system, and product documentation for existing answers to known issues resulting in increased first contact closure rates.
- Actively contribute to the knowledge database through the creation of articles when unknown issues are resolved.
- Provide a positive customer experience for every customer contact.
- Maintain an in-depth understanding of our Application Portfolio, support protocols, customer contact software and departmental procedures.
- Consistently display an enthusiastic, positive, and professional attitude in both words and actions.

**Qualifications**

University education in an IT discipline or equivalent professional experience.

Fluency in English language. Additional language knowledge an advantage.

**Experience**

Experience 3 to 5 Years.

Excellent written and verbal communication skills.

Experience to work cross-functionally to provide solutions.

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