Présentation de l’entreprise :
Kicklox est une plateforme d’ingénierie et de conseil en technologies. Concrètement, nous facilitons la rencontre entre des ingénieurs à la recherche d’un prochain défi, et nos clients qui recherchent de nouvelles compétences pour intervenir au sein de leur effectif.
Nous fédérons aujourd’hui une communauté de 70.000 ingénieurs, qui trouvent leur prochain projet sur Kicklox grâce à notre plateforme digitale qui permet d’initier des processus de candidature en ligne. Retrouvez également toutes nos offres sur notre site internet, page “nos offres”.
Description du poste :
We are looking for an IT Support Engineer for a role within the European IT Services & Support Team.
The IT Services & Support Team provide first and second line IT support and response services to the 37,500 employees within in countries across Europe operating 24×7 days a week service.
The IT Support Engineer has responsibility for delivering the front-line IT support service and requires a performance driven but supportive focus to all employees, Suppliers and Contractors . The IT Support Engineer provide excellent response and support services to that very demanding customer base.
§ First and second level-support, handle a large volume of calls and requests on a daily basis.
§ Provide a smooth onsite support.
§ Log, own, maintain and resolve IT Incidents and Service Requests using the corporate “ServiceNow” platform.
§ Installation and delivery of End User Technology devices (hardware/software) to end-user.
§ Providing guidance to customers (internal users) in how to use the self-service portal.
§ Coordination of escalation paths .
§ IT incidents that cannot be resolved will be passed to resolving groups with as much detail as possible.
§ Managing incidents as appropriate with our 3rd party suppliers and vendors.
§ Liaise with third line “resolver groups” in the rest of the IT department and with our third-party technical support and maintenance companies such as those supporting our main applications, our networks, telephony etc.
§ Capture resolution details so that they can be posted to the IT Knowledge Base to share amongst colleagues.
§ Working closely with the rest of the IT department to continuously improve our systems and SLA’s.
§ Administration of all user related objects including but not limited to users, groups, workstations, distribution lists, email accounts etc.
§ Occasional other tasks may be required to ensure the smooth running of the Business Unit and its systems.
§ Ensure support documentation and standard operating procedure documents are current and of use.
§ Develop good business relationships with operational level stakeholders to ensure credibility and communication of the IT Services.
§ Ensure all your ServiceNow tickets are resolved efficiently and measured/recorded for trend analysis and training purposes.
§ Understand inter-dependencies with IT and 3rd Party Suppliers.
§ Ensure a positive, helpful and always professional customer facing approach to work with business stakeholders at all levels.
§ Support Business as needed in IT related projects.
Description du profil recherché :
Key and Desired Skills:
Technical or commercial training with completed further training as a computer engineer or IT technician.
Proven work experience in a comparable position, minimum of 1 years’ experience supporting, maintaining and troubleshooting IT systems and very good knowledge of the following:
Management of IT Hardware and Software on End User Technology devices (laptops, desktops, thin clients, scanner, printers, etc.).
Windows, IOS, Android, Office 365 products, etc.
Office 365 administration.
MS Active Directory/Azure AD.
ITSM Call Management or ITIL knowledge.
Wide knowledge of IT support and infrastructure within logistics departments.
Basic knowledge of Microsoft Endpoint Manger / Microsoft Intune / SCCM.
“Agent” level knowledge of the “ServiceNow” ITSM platform.
Functional ability to utilize Microsoft Office suite of programs, e.g. Word, Excel, Outlook, Teams.
Manage support for related IT systems (e.g. time management systems, key card systems, etc.).
Experience in performing an IT Service Desk 1st/ 2nd line response position.
Manage and coordinate related IT issues with higher tier European IT support (IT SPOC).
IT Dept background or IT industry experience.
Good fault diagnostic skills.
Well organized, proactive, self-motivated and excellent communication skills.
Skills to work alone as well in a large global team environment.
Independent execution of projects or collaboration in projects.
High professional and social competence, customer Service focused and team-oriented personality.
Ability to understand Business Processes.
Ability to work under pressure.
At least business level if not fluent in English.
Driving license cat. B.
Technical coordination with external offices, service companies as well as internally with the Executive Board, HR, Sales, Finance & Controlling, Product Management and Logistics, LKQE IT.
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