***** Please be aware this role may close prior to end date *****
(TS) Deskside Support Engineer I - DEME
(Dredging, Environmental and Marine Engineering)
We are looking for a Deskside Support Engineer I.
Job Description general overview:
Provides support remotely, (based on a customer/CDS site) for end users and engineers - typically software/system/networking support via remote tools, with basic hardware knowledge to diagnose infrastructure issues; diagnosing & solving customer problems over the phone, via web collaboration. Responds to a service request using remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Will perform suitable information gathering, analytical troubleshooting and problem research. Qualification of hardware cases involves diagnosis and recommendation of parts for the on-site engineer, or for direct shipment to the customer, including replacement of whole units. In all cases where a problem gets too complex, responsible for timely elevation and/or escalation, this can include onsite training for engineers and the Client, on-site attendance to fix and/or review systems and escalation to/collaboration with next line of support, at least includes administration, migrations, updates related to software, system and networking Should continuously utilize on site customer visits and contacts to identify and report new business opportunities (hardware and services) for the benefit of overall business growth.
Technical Remote Specialist II
Skills Levels / Requirements for role
Able to resolve 2nd line service requests across a specific set of technical problems, will escalate outside of this set:
Able to answer software/hardware/systems and networking questions and issues, will manage the desktop remotely.
Working towards appropriate software qualifications/accreditations
Understand issues relating to network ports and software patches.
Demonstrates technical knowledge to prevent problem reoccurrence, including training end users.
2nd line service calls across limited skill set. Can respond to issues with network ports and software patches.
Requirements Customer specific:
Very good technical knowledge of hardware.
Excellent knowledge of Windows Operating Systems -> Win XP / Windows 7.
Knowledge of Microsoft Exchange.
Very good knowledge of the Microsoft Office applications -> Office 2003/2007/2010.
Excellent knowledge of Outlook 2003/2007/2010.
Very good knowledge of Network Essentials.
Very good knowledge of Windows administration and Active Directory.
Good knowledge of remote access tools such as Dameware, RDP and web based remote tools.
Knowledge of server hardware and server operating systems (2003/2008) is a plus.
Knowledge of the most used Anti-Virus/Malware/spyware software and removal tools.
Knowledge of broadband, grps and umts solutions.
Knowledge of VPN solutions and troubleshooting.
Very good analytical troubleshooting skills.
2/3 years' experience in a second line environment.
French speak/read (optional)
Roles and Responsibilities (Customer specific):
Helpdesk DEME is the only point of contact for IT related problems.
Provide remote support to end users worldwide.
Provide on-site support in the head Office (Zwijndrecht).
Provide hardware support on Dell hardware.
Install / reinstall pc by using SCCM.
Provide software support for Microsoft products.
Provide support for the most used programs such as Adobe, WinZip, etc.
Deploy and support of Blackberry devices.
Active Directory user administration -> access rights, users and groups.
Exchange mailbox administration -> daily management of end user related exchange tasks.
You are part of a team but must be able to work independently.
You are also a point of contact for the IT teams in Doha (QA) en Singapore (SG)
Additional skills/ qualification needed