Operations Support Engineer

Main Assignments

• Act according to the defined SLA/KPI’s.
• Document solutions provided and feed relevant knowledge base.
• Report inadequate procedures, articles, documentation,…
• Escalate incidents if no solution is found
• Improve constantly the quality of service
• Incident reports.
• Speed and quality of incident resolution.
• Perform according to defined SLA/KPI’s.
• Quality of solutions documentation.

Challenges

• Working across time zones and cultures in a global / multinational environment.
• Complex ICT landscape with diverse in-house developed applications.
• Collaboration with multiple teams, both within ICT and business areas.
• Certain level of ambiguity, caused by the implementation of new procedures.

Profile

• IT related education
• First experience in first or second line support, ideally in Supply Chain and/or Manufacturing IT environments.
• Experience in troubleshooting around software and hardware issues.
• Familiar with MS O365.
• Knowledge of Service Now is considered an advantage.
• Customer focused and solution oriented.
• A strong networker with excellent interpersonal skills and the ability to adapt and communicate effectively with various group of people and personalities.
• Strong written and oral communication skills.
• Ability to communicate IT technical solutions to technical and non-technical audiences and collaborative skills.
• Strong team player, self-motivated, organized, analytical, detail oriented and able to handle changing priorities.
• Responsive problem solver and proactive in taking actions.
• Eager to learn and continuously develop personal and technical capabilities.
• Highly developed problem-solving skills, tenacity, drive.
• Adaptable, flexible and resourcefulness.
• Accurate and punctual.
• Required: English (Desirable: French / Spanish / German / Italian / Polish)