Customer support engineer

N-SIDE Belgium; Louvain-la-Neuve; Remote; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Company car

Flex Income Plan

Job summary

N-SIDE Belgium is seeking a bright Customer support engineer to join our Life Science team in Louvain-la-Neuve. You will provide technical support to end-users of our Life Sciences applications and manage the service desk, resolving issues with help from our development teams.

We value a Bachelor/Master in IT or related field, strong communication in English, a customer-minded, solution-oriented attitude, and teamwork.

Qualifications

• Bachelor or Master in Information Technology or a related field.
• Excellent verbal and written communication in English.
• Customer-minded, rigorous and results-driven.
• Strong problem-solving skills and the ability to work under pressure.
• Experience with Jira is a plus.

Responsibilities

• Incident Management: Monitor, identify, and troubleshoot IT incidents, documenting issues and solutions.
• Service Desk Management: Maintain high customer satisfaction through service desk offerings and improvements.
• Collaboration and Communication: Work with IT and other departments to improve support processes and implement new solutions.
• Continuous Learning: Stay updated on emerging technologies and best practices to improve support services.

Skills

Incident management

Service desk

Collaboration

Continuous learning

Education

Bachelor/Master degree in IT or related field

Tools

Jira

Job description

We are looking for a bright Customer support engineer to join our Life Science team based in Louvain-la-Neuve

Who we are

N-SIDE is a world leader in increasing the efficiency of life sciences and energy industries by providing software and services that optimize the use of natural resources, facilitating the transition to a more sustainable world.

To achieve this, N-SIDE leverages its deep industry knowledge, technical expertise, and understanding of applied mathematics to help global pharmaceutical and energy companies anticipate, adapt, and optimize their decisions.

In Life Sciences, we use innovative technologies to streamline the supply chain of hundreds of clinical trials around the world. Which leads to waste reduction, faster-commercialization of new treatments (such as Covid-19 or cancer drugs), and reduction in patient risks. We bring hope to patients and to our planet!

We work with top 10 pharmaceutical companies in the world such as AstraZeneca and Boehringer Ingelheim.

As a Customer support engineer, you will beproviding technical support to end-users of our Life Sciences applications as well as managing the service desk, handling user inquiries, and resolving technical issues with the help of our development teams.

What you’ll do:

• Incident Management: Monitor, identify, and troubleshoot IT incidents, ensuring swift resolution while documenting issues and solutions. You’ll work to minimize disruptions to operations, contribute to product development and evolution through incidents as well as maintaining a knowledge base to enhance problem-solving in the future.
• Service Desk Management: You will be responsible for maintaining a high level of customer satisfaction through the design and implementation of potentially new service desk offerings while maintaining the existing ones in partnership with the business.
• Collaboration and Communication: Work closely with other IT team members and departments to improve support processes and implement new solutions. Participate in team meetings and contribute to continuous improvement discussions.
• Continuous Learning: Stay updated on emerging technologies and industry best practices, applying this knowledge to improve support services. Eagerness to learn and adapt is crucial as you grow in your role within a rapidly changing environment.

About you:

• A Bachelor/Master degree or equivalent experience in Information Technology, Computer Science, or a related field.
• Excellent verbal and written communication skills.
• You are fluent in English, other languages are a plus.
• You are customer-minded, rigorous and results-driven.
• Strong problem-solving skills and the ability to work under pressure.
• You have a great team spirit, creativity, sense of initiative and responsibility
• Basic understanding of IT systems and troubleshooting methodologies is a plus.
• Experience with Jira is a plus.
• Previous helpdesk or customer support experience is advantageous but not essential.

Travel

0%

Our offer

What’s important for us is that you grow and learn, because we care about you, which is N-SIDE’s hallmark. You will be part of a fun and flexible work environment in which creativity, freedom and initiative are rewarded.

You will join a diverse team of over 200 passionate engineers, computer scientists, and business experts from 30+ different nationalities, with 25% holding PhDs. Together, we are committed to making a meaningful impact toward a more sustainable future.

N-SIDE offers a great compensation package, which includes a company car and full range of benefits which can be personalised thanks to our Flex Income Plan.

All candidates will be treated equally without regard to race, color, religion, sex, age, sexual orientation, citizenship, disability, gender identity, marital or family status, veteran status or any other legally protected basis, in accordance with applicable law. N-SIDE will not tolerate discrimination or harassment based on any of these characteristics.

We are headquartered in Belgium with offices in the USA and Japan. The company is certified B Corporation, Best Managed Company by Deloitte Belgium, and ISO 27001.

We are committed to respecting your privacy and protecting your personal data, including any information which allows us to identify you as an individual person. N-SIDE uses the applicant’s personal data in a fair and lawful manner. N-SIDE collects and processes personal data in accordance with the privacy statement available in the privacy policy. Personal information (applicant data) submitted by an applicant will only be used by N-SIDE to ensure an effective recruitment process and will be used for recruitment purposes only.