IT Support Specialist

Reporting to: Regional IT Manager

Role Purpose Statement: The job incumbent is responsible for first/second level IT technical support and the availability/security of local

systems. He is also the point of contact for the regional IT Team Lead/Manager for escalation points for the business-

critical issues and priorities. Performs the job in the framework of the BV Quality Assurance System, the Code of Ethics

and the BV Group policies., * Provide First & Second level support for all IT related topics / issues

• Escalation of priorities for business-critical reasons

• Scheduling of unusual tasks in relation with the district business cycle

• Provide local technical support

• Identify, analyse and fix PC or System issues

• IT procurement orders in line with the budget/forecast

• Ensure availability, accuracy and security of local systems

• Accurate documentation of local systems according to guidelines

• Ensure compliance with policies and procedures

• Provide IT Support when and where needed across the country/district/zone

• Use and maintain the Smax Service Desk toolset

• Participate in IT projects upon request of IT management

• Discrete and respectful use and attitude towards sensitive (personal) information, obtained on request or in the line of duty

• Ensure clear communication

• Manage/Upkeep inventory of the IT assets

• Installation on time, on functionality

• User satisfaction feedback

• Priority SLA reporting

• KPI's including but not limited to, Number calls where business has changed priority, FS calls adherence to SLA, age of calls, time logging (Smax), infrastructure availability

• Quality of documentation

• Integrity / security of systems

• Developing and sharing of knowledge

• Quality of the IT rooms

• Projects (on time, on budget, on functionality)

• Deliver value to internal and external clients

• Targets set by IT Team Lead/Manager are completed on time.

• Ability to work under pressure and prioritise tasks

• Technical and / or business qualification

• Minimum of 3 years IT technical experience, Win 10, Win 11. Active Directory, Azure, Intune, Autopilot. Basic networking skills.

• Fluent English language skills

• Able to work independently but meanwhile capable of sharing knowledge and practices with the larger IT team

• Ability to travel to all office sites within Belgium. Possible travel within Europe.

• Customer Service Orientation

• Flexibility

• Analytical Thinking

• Achievement Motivation

• Interpersonal Understanding

• Teamwork and Cooperation

• BV Core & Business Values