Front Office Coordinator

Brayton Global; Petten; On-site; EUR 38,000 - 56,000; Full time

Job summary

Brayton Global is seeking a Front Office coordinator to join a small team in Petten (Netherlands) working on informatics, logistics and network support directly on customer premises. You will handle incident management, asset deployment and on-site assistance, coordinating local and central teams to meet SLAs.

The role requires Dutch and English fluency, experience in a similar position, and the ability to operate under pressure in a technical environment.

Qualifications

• Minimum 4 years of experience in a similar role.
• Teamworking expertise.
• Good manners and customer relation skills are mandatory.
• Ability to work under very stressful environment.

Responsibilities

• 1st and 2nd level troubleshooting and problem solving.
• Ticket management under contract SLA.
• Management of escalation process.
• Coordination of a team.
• Logistics organization and stock organization.
• Network patching and device management.

Skills

Teamwork

Customer relations

Stress management

Autonomy

Job description

We are currently looking for a Front Office coordinator (replacement) in Petten (Netherland). The candidate will join a small team (with other 2 operators) to perform informatics, logistics and network support activities to our customer. The activities will be delivered on-site to the customer premises.

Main tasks (essential Job Functions):

• 1st and 2nd level troubleshooting and problem solving
• Ticket management under the respect of contractual SLA
• Management of escalation Process
• Coordination of a team
• Logistics organization, and stock organization
• Network patching and device management

Required qualifications (Requirements):

In informatics

• Good expertise in informatics environment (Microsoft OS and Office automation tools; internet browsing, Linux an MAC OSX)
• Perform analysis, diagnosis and resolution of desktop/Laptop, Printer, Mobile device, Copier and LAN and other miscellaneous hardware equipment issue for end users within Service Level Agreement guidelines.
• Configure of mobile devices
• Acting as service desk agent: at the request of management, you will be asked to take telephone calls during a given period to assist the core agents.
• Device Setup and Configuration: set up and configure desktops, laptops, printers, scanners, and other
• hardware devices for end-users.
• Hardware Repairs: diagnose and repair (if required) hardware issues.
• Peripheral Support: install and troubleshoot peripherals like monitors, keyboards, mice, docking stations, and other accessories.
• Installation and Updates: install, configure, and update software applications, operating systems, and security patches.
• Troubleshooting: Address software-related issues that cannot be resolved remotely, such as application crashes, performance problems, and compatibility issues.
• Connectivity Issues: Resolving local network connectivity issues, including Ethernet and Wi‑Fi problems.
• Network Configuration: assist with configuring network devices.
• In-Person Assistance: provide hands‑on support for users experiencing technical issues, offering immediate troubleshooting and resolution.
• Immediate Incident Handling: quickly respond to and resolve IT incidents that require physical presence, such as system failures or urgent hardware replacements.
• Inventory Management: maintain accurate records of IT assets, including hardware inventory.
• Asset Deployment: manage the deployment and retrieval of IT equipment for new hires, terminations, or departmental changes.
• Liaison Role: act as a bridge between end-users and other IT teams, ensuring effective communication and coordination for complex issues.
• Escalation: elevate unresolved issues to specialized IT teams, providing detailed information and context to facilitate resolution.
• Updates and Patching: ensure all systems are up-to-date with the latest patches and updates to maintain security and functionality.
• incident Logging: accurately log all support activities, incidents, and resolutions in the IT service management system servicenow.
• Knowledge Sharing: contribute to the creation and maintenance of documentation, such as troubleshooting guides and knowledge base.
• Preparing and packing of IT equipment
• Device Setup and Configuration: set up and configure desktops, laptops, printers, scanners, and other hardware devices for end-users for all domain.
• Organize and distribute of laptop to news comers and for end of life process and help users in the onboarding
• Blancoo of machine to be declassified
• Physical inventory management (stocks)
• Decommissioning activities
• Inventory Management: maintain accurate records of IT assets, including hardware inventory, Organize delivery schedules
• Quality control of incoming IT material versus orders
• Assistance in the elaboration of workload planning.
• Analysis of simple user request in the domain of RFC
• Assistance in the logistical process of the order follow-up and receipt
• Analyse & process requests of IT equipment by the end-users.
• Assist in the logistical process of order follow-up and receipt
• Daily stock management and orders, planning and stock coordination
• Contact Users (Phone and Email) to plan the IT Equipment deliveries
• Create of Field technician work orders – planning
• Develop basic reports on activities done
• Participate in the drafting of operational procedures
• Deliver laptop to user and help in the first setup

In Coordination

• Report activities to manager
• Local team coordination for day-by-day activities
• Planification of daily tasks
• Focal point for local and central management Teams
• Alignment of process to DWP / EUSS
• 2nd and 3rd level of troubleshoot
• Complete weekly report in files
• Checking queue of incidents
• Report general issue with complete analyze to IM TEAM
• Checking in case of leave of an agent that tickets are redistributed to other one
• Verifying that contractual SLA are respected
• Checking that schedule tickets are planned respecting the rules
• Organization of the team activities
• Manage the agent planning (holidays, sick leave, …)

Network

• Ticket management under the respect of contractual SLA
• Install and test network hardware, including servers, routers, switches, firewalls, and wireless access points.
• Set up and configure network cabling, ensuring proper connectivity and performance.
• Diagnose and report network issues, including connectivity problems, hardware failures, and performance bottlenecks.
• Provide on-site and remote technical support to clients, addressing network-related issues promptly and effectively.
• Maintain accurate records of installations, configurations, maintenance activities, and client interactions.
• Generate detailed reports on network performance, issues resolved, and recommendations for improvements to SDM and coordinator.

Others

• Request mandatory languages: Dutch and English (fluent writing and oral), French is a plus)
• Experience is a similar role for minimum 4 Years.
• Team working expertise.
• Good manners and customer relation skills are mandatories.
• Ability to work under very stressful environment.
• No dress code defined, but professional look is mandatory.
• Ability to quickly assimilate complex procedures and information and work in autonomy.
• Ability to work directly in contact with multicultural users to their desk.