Desk Side Support Engineer

Field incoming help requests from end users via both telephone and work orders in a courteous manner

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

• A 4-year degree in Computer Science, Engineering, or related discipline; (MBO ICT 4 level)

• 3+ years technical support experience in a computer-related area

• Ticket handling tools/cross team troubleshooting

• Strong verbal communication skills, including the ability to document operations procedures

• Strong customer service skills and the ability to deal all types of customer service requests

• Good analytical, communication, problem solving, and organizational skills

• Ability to effectively interact with a diverse user base

• Highly organized, result oriented, self-motivated and proactive

• Knowledge of basic computer hardware.

• Experience with desktop operating systems including Microsoft

• Good understanding of the organization's goals and objectives.

• Exceptional interpersonal skills, listening, and questioning skills.

• Strong documentation skills.

• MCSA Windows 10

• Knowledge of InTunes

• Active directory

• Network essentials

• Drivers license

• Dutch speaking

Preferred Certifications

• VCA