It support engineer

Level 1 Field Engineers to carry out Troubleshooting (as directed through the Helpdesk and support teams and/or other 3rd parties e.g. ISP) or other customer Helpdesk

• covering basic desktop/end user support - desktops/laptops/365 and other user support.

• Repairs and/or swap outs

• Additional kit installation (e.g. extra switch, new PC etc.)

• Communication with the IT team , customer office/ centre team and (on occasion) Customers as directed or other parties/other customers

• Providing hands on site for Network, Telephony and Windows related activities: o Networking: Patching, VLAN issues, switch issues (faulty ports, port flapping, network loops, IP clashes), WIFI issues, faulty firewalls and faulty routers - basic troubleshooting under direction of IT teams o Telephony: basic troubleshooting o Windows: issues on PCs, printers, MFP's, scanners - basic troubleshooting

• Basic audits - checking what kit is on site, serial numbers, taking photos

• Providing hands and eyes for IT team/ Customer IT Helpdesk, liaising with them on all issues and assisting with network, infrastructure and server support

• At a minimum, basic knowledge of ticketing systems and their functionality

• Knowledge how to create a bootable flashdrive and how to use it properly

• Elementary awareness of BIOS settings

• Basic understanding of Internet access & network management (VLAN, VPN, WiFi)

• Level 1 Field Engineers to carry out Project work AN D Regul ar planned visits, understanding that engineering personnel assigned to the project will remain consistent throughout the duration. Personnel swaps mid -term will not be permitted unless absolutely necessary and approved in advance by both parties.

Project work As and when cu stomer req uires - minimum half day up to 2 weeks

Break & Fi x As and when cu stomer req uires - minimum 2 hours. Travel o nly covered in exceptional cir cumstances

To ensure readiness and compliance:

• All engineers must be onboarded as are personnel before being presented to the client.
• Relevant details of the engineers will be shared with key customer contacts in advance.
• Where required, the end customer may perform their own security clearances prior to granting

engineers access to site and/or sensitive systems. Backup Resources

• Backup engineers must be pre -onboarded and vetted to step in if needed.
• The same onboarding level applies to backups to maintain security and operational integrity.

ONBOARDING LEVEL REQUIRED Lite Y/N? Full Y/N? Y PROJECT Date and time required - a s and when required

Customer project number (s) (if applicable) - REGULAR PLANNED VISITS Number of visits per week/month - multiple arrangemen ts Customer 1 - 2 visits per week in NL Customer 2 - ½ day every 2 weeks in NL Customer 3 - 1 vis it per week in BE Day of week required - TBC for yyyy PROJECT WORK As and when cu stomer req uires - minimum half day up to 2 weeks BREAK & FIX SUPPORT Ad hoc visits as per client request - minimum 2 hours on site . Travel o nly covered in exceptional cir cumstances P1 - same day business hours support if logged before midday (exceptions can occur) P2 - next day business hours support Bus iness hours - 8.30am to 6pm REPORTING REQUIRED WL - YES

Photos - as required ENGINEER ON- SITE EXPECTATIONS

• Professional Representation :

Present themselves as part of the company ; may involve wearing company T -shirt and keep things friendly yet respectful.

• Arrival Procedure :

o Report to the on -site contact immediately upon arrival. o Confirm arrival in Teams /Whatsapp chats:

• Issue Check-In :

Check with the team for any priority tasks or user- reported issues to address that day.

• User Engagement :

Proactively interact with end users and ask if they have any concerns.

• Remember: Users must still log an official ticket for incidents.
• Non -Standard Requests :

If a user requests non -standard IT hardware or software:

• Confirm with their line manager and the team.

Etiquette & Emergencies

• Keep language professional, demeanour friendly.

Avoid phone use for non- work matters while on -site.

• If you need to cancel or leave early:
• Call SAM (details in customer specific XLS).
• Inform via Teams /whatsapp chats and update the on -site contact.

Before Departure

• 1 hour before leaving, check chats for final urgent issues.
• Before physically leaving:

o Post your work log, including: o Start/end time o Users assisted o Issues addressed and resolution

• Complete service report (if so required)

Do you have experience in VPN?, Language Requirements English and dutch, Engineer skills - basic desktop/end user support. All round Level 1 engineer Language(s) spoken - English and local language Soft skills -

• Proactive communication
• Sense of responsibility and reporting
• Pro client -driven mindset orientation
• Be able to work alone
• Common sense and thinking outside of the box is very appreciated
• Ask before you act approach

Tools - laptop, console cables, patch leads, basic IT tools , Installation bootable flash -drive (min. 64 GB) with the actual QR image Screwdrivers - to be able to unscrew lids, mount HW in to a rack etc. DURATION OF AGREEMENT Employee is entering into a 12 -month minimum engagement with the customer, under the explicit