Workplace Support Engineer

ACENSI; Brussel Hoofdstad; Sur place; EUR 52 000 - 68 000; Plein temps

Résumé du poste

ACENSI BELGIUM is seeking a Workplace Support Engineer to join the Brussels team. You will provide 1st and 2nd line IT support for end-users, coordinate requests, and assist with workplace projects in a dynamic bi-local team between Paris and Brussels.

The role requires strong end-user IT skills, experience with Windows 10/11, Office 365, Mac OS and AD, and fluency in French and Dutch. You will work on-site in Brussels within 8:00–19:00 hours and contribute to continuous service improvements.

Qualifications

• Advanced: 5-8 years in workplace IT support and end-user services.
• Experience in a large enterprise environment and in trading would be a bonus.
• Fluent in French and Dutch, strong communication and customer service mindset.

Responsabilités

• Provide 1st & 2nd line support by telephone, mail or in person.
• Handle IT service requests, coordinate and follow-up with users and teams.
• Set up, configure and support workstations; assist with workplace projects.

Connaissances

French

Dutch

Advanced communication

Autonomous

Sociability

Problem solving

Team player

Initiative

Customer facing

Under pressure

Multi-language support

Outils

Windows 10/11

Office 365

Mac OS

Active Directory

PowerShell

Description du poste

Expanding steadily since its launch in 2003, the ACENSI group is an IT consultancy firm, well known for their technical and functional know-how, who specialize in Telecommunications, Media and Financial Markets, as well as in the Energy industry. ACENSI guides businesses in evolutionary IT projects from the initial strategies through to their realization (Management and Project management, Development, Design and Implementation, Infrastructure). From its original focus on technical engineering and Business Analysis, ACENSI has developed new areas of expertise in Human Resource Management Systems, Business Intelligence, e-learning and Client Relationship Management. Dynamism, enthusiasm and social development are all valued at ACENSI, allowing our clients to benefit from consultants with a true blend of talents.

ACENSI BELGIUM is looking for his client a Workplace Support Engineer (F/M/X)

1.1 Context

To increase its competitiveness and pursue its development in the best conditions, the client significantly invests in its information system.

Within the client Helpdesk & Workplace solutions team is in charge of all services and projects that touches our end-users; with a strong focus on the workplace and mobile domain.

1.2 Purpose of the service

The service shall be carried out within the client's Team in BRUSSELS.

We are a bi-localised (Paris/Brussels) team of workmates, striving to deliver a high-quality service during the complete service window from 8AM until 7PM. We are looking for a Workplace Support Technician, somebody enthusiastic and passionate in IT technologies, with a strong interest in the field of workplace and Helpdesk related activities. He or she will contribute actively to the support of the day-to-day delivery and workplace projects.

1.3 Services expected from the Service Provider

The activities presented above correspond to the expectations of the client. It is up to the Service Provider to complete and specify the content of each if necessary, or even add other activities.

The Service Provider is expected to put forward a profile with the skills requested in line with the requested activities. After analysing the activities, the Service Provider may propose complementary skills. All the deliverables shall be drawn up according to the presentation models and standards in force at the client. The deliverables shall be handed over during performance of the service including in intermediary versions. They shall be sent in electronic form by the company’s messaging service.

1.4 Activities

The main activities are:

• Provide 1st & 2nd line support by telephone, mail or in person.
• Active filtering, handling, coordination and follow-up of IT service requests.
• Provide user assistance in a broad sense including tablets, Smartphone’s, ... via all our communication means like phone, mail, IT corner, Yammer, etc.
• Identify, track, and resolve hardware and software incidents that affect the end-users.
• Be able to master, set up and configure workstations.
• Prepare accurate and timely support documentation where required.
• Coordinate technical assistance to resolve operational issues provided by internal and external service providers.
• Liaise with external suppliers to ensure delivery to agreed standards and timescales.
• Advise on workplace & mobile architecture in a broad sense (conceptual).
• Be a driver in innovation & improvement projects.
• IT workplace experience in a large enterprise environment (+ 1000 users), experience in a Trading environment would be a bonus
• 5 - 8 years’ experience in the domain requested.

French Fluent (C1) Fluent (C1) Fluent (C1)

Dutch Fluent (C1) Fluent (C1) Fluent (C1)

Concerning the skills, the seniorities are the following:

• Advanced : 5 - 8 years included
• Outstanding communication skills and able to work autonomous.
• o Sociability.
• o ...
• Strong interest in IT technology trends.
• Service oriented (customer facing).
• You are not afraid to drive initiatives.
• You have a strong analytical mind, you are able to tackle a problem from different angles and make decisions quick.
• You like to work in a team.
• You are able to perform under pressure.
• You are reliable and punctual.

1.5.2 Expected technical skills

Technical skills required: (by order of priority for the assignment)

• Windows10/11 Advanced Yes
• Office 365 Advanced Yes
• Mac OS Advanced Yes
• Active Directory Advanced Yes
• PowerShell Advanced No

1.5.3 Expected functional skills

Functional skills required: (by order of priority for the assignment).

• Troubleshooting Advanced Yes
• Proximity experience Advanced Yes
• Hotline Support experience Advanced Yes
• Mobile services Support (smartphone, tablet and mobile device management systems) Advanced Yes
• VIP IT support experience Advanced Yes
• ITIL Advanced No

The Workplace Support Technician will be devoted to all aspects of computer applications, set-up, installation, troubleshooting, service management and project management aspects. He or she will participate in the management of the additional workload of run activities and, will contribute to improving the quality of the service.