Level 2 Service Desk Engineer

Prodata Systems; Indiana (PA); On-site; USD 48,000 - 60,000; Full time

Job summary

Prodata Systems is seeking a Level 2 Service Desk Engineer to join our Service Desk team. You will provide excellent customer service and resolve technical issues, with a strong problem-solving attitude and focus on customer satisfaction.

Based in Zaventem or at customer sites around Belgium, you will handle 2nd line issues by phone, email, live chat or on site, escalate when needed, and contribute to IT projects including onboarding new customers and transitions.

Qualifications

• You have 3 years’ experience in an IT support role.
• You have experience working with a ticketing system.
• You are customer-service oriented with a problem-solving attitude.
• You are adaptable, enjoy teamwork and have good relational skills.
• You are proactive, independent, accurate and have good problem resolution skills.
• You have good verbal and written communications skills in Dutch, French and English.
• You have expertise with Digital Workplace technologies (Windows, Office, PCs, mobiles, UC).
• You have knowledge of Active Directory, Windows Server and networking.
• You have some experience with hardware diagnostics and repair.

Responsibilities

• Provide telephone support logging and prioritizing tickets to meet service levels.
• Resolve 1st and 2nd line issues via phone, email, live chat or on site.
• Follow up service requests, incidents and problems by email, phone or Internet.
• Communicate adapted updates to customers and provide feedback until resolution.
• Escalate tickets to Infrastructure or external support to ensure timely resolution.
• Carry out admin tasks to ensure Service Desk efficiency.
• Resolve desktop/laptop/printer/hardware issues and basic network/server troubleshooting.
• Administer Windows infrastructure and resolve related problems.
• Contribute to IT projects, onboarding new customers and transitions.

Skills

IT support experience

Ticketing system

Multilingual: Dutch, French, English

Customer service

Problem solving

Team player

Tools

Ticketing system

Windows platforms

Job description

Job Summary

You will be part of our Service Desk team as a Level 2 Service Desk Engineer to provide excellent customer services and resolve technical issues. A problem-solving attitude is an essential skill to perform well in this position. You will work as part of the internal team which is based at Zaventem or at customers located around Belgium. Your main focus will be the customer satisfaction.

Job Description

• Provide telephone support answering, logging and prioritizing Service Desk tickets to ensure that the service level targets are met
• Resolving 1st and 2nd line technical issues over the telephone, via email, via live chat, or on site, in a friendly and professional manner
• Follow up of the Services Requests, Incidents and Problems reported by our customers by email, telephone or Internet
• Insure an adapted communication to the customer in case of minor or major incidents and a permanent feedback until the full resolution
• Escalate tickets to the Infrastructure team or third parties such as external support or maintenance companies, as appropriate, to ensure the timely resolution of calls
• Complete daily, weekly, monthly, quarterly and ad hoc administrative tasks to ensure the Service Desk runs efficiently
• Resolving desktop/laptop/printer/application/hardware issues and basic network/server troubleshooting
• Carry out day-to-day administration of the Windows infrastructure and resolve technical problems as appropriate
• Working on specific IT projects for customers e.g. completing small customer projects, involvement in larger projects, onboarding new customers/transitions

Knowledge, Skills And Experience

• You have 3 years’ experience in an IT support role
• You have experience working with a ticketing system
• You are customer-service oriented with a problem-solving attitude
• You are able to adapt, you enjoy working as part of a team and you have obvious relational skills
• You are proactive, independent, accurate and have good problem resolution skills
• You have good verbal and written communications skills in Dutch, French and English
• You have a good expertise with the technologies related to Digital Workplace ( Microsoft Windows, Microsoft Office applications, PC’s, smartphones, Unified Communication, … )
• You have a knowledge of Active Directory, Microsoft Windows Server and networking
• You have some experience with hardware diagnostic and repair

Nice To Have

• You have ITIL recognized professional qualifications and certifications
• You have certifications related to technical support

EMPLOYMENT TYPE

Full-time