Support Technician - German & English

Cegeka has preserved its family business spirit to this day. Cooperation, respect and development are our foundation. Development is crucial not only in technology, but also on an individual level. We believe that we can only grow if our employees do the same.

We are in a continuous dialogue about how to make that happen, whether it's about your personal development plan, a hangout party or a financial wellbeing session. Get ready for an informal and pragmatic style, that gives you plenty of space to express yourself while growing!

Context of the job:

With over 4500 employees, Cegeka is one of the most important ICT providers in Benelux. We develop, implement and manage IT applications and infrastructures for medium-sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors. Customers use our services to implement and integrate IT infrastructures, managed services, outsourcing, user support, desktop management, the development and implementation of applications, technical support and consultancy. With our own data centers in Hasselt (BE), Leuven (BE) and Veenendaal (NL), we are ready for the future and for new business models, and so are our customers. As well as the Belgian domestic market, Cegeka also has branches in the Netherlands, Poland and Romania, where we have subsidiary companies for remote management and software development.



Job mission:

Cegeka is a System Integrator that provides Managed Services for multiple customers across Europe on a 24 by 7 basis. The CGMSC (Cegeka Global Managed Services Centre) Division is structured on 3 main levels of technical competence: Support Technician, Support Engineer and System Engineer. The 3 levels act as a team to ensure customer satisfaction.

You are part of the Cegeka 1st Level Team and you are our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to provide technical remote support in German and English for our Europe based customers. The 1st Level Team operates in shifts, from Monday to Friday, with working hours between 08:00 AM to 20:00 EET.

Position responsibilities:

• Improving customer relationship due to professional Service desk support
• Analyzing tickets/ requests generated by the customer by calls/ email or web submit
• Examining all assigned tickets/ problems, evaluating complexity, impact and priority
• Giving required support, efficiently and effectively and in accordance with priority and impact
• Escalating problems according to procedures (to the 2d level Support Engineers)
• Ensuring follow-up of all issues and proper documentation in the incident management tool
• Taking decision regarding open tickets, giving feedback to users
• Perform outbound communication to verify statuses, when missing information or when feedback is needed to proceed
• Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, giving support to colleagues
• Working in accordance with Cegeka quality standards, procedures and work instructions
• Reporting on progress, issues and problems to the supervisor; giving suggestions to optimize service offered and work processes



Candidates must possess:

• Excellent German skills
• Excellent English skills
• Excellent customer support skills
• Good technical skills: hardware/ software troubleshooting, remote connectivity, etc
• Team spirit
• Punctuality and flexibility

Offer (bonuses, benefits):

• Flexible working environment within a dynamic team
• Competitive salary and benefits package
• We leave you room to balance your work and private life - 22 days as annual vacation + additional vacation days according to the internal policies
• Private medical subscription (you can choose between two providers)
• Meal tickets
• Free Gym subscription (according to internal policies)
• Preferential rates to 7Card subscription
• Fruits at the office
• Access to various training programs (soft and hard skills trainings, according to the internal policies)
• Continuous learning and improvement activities
• Team events (team buildings, team hangouts, Christmas party, etc.)
• Long term career development programs
• Being part of a growing organization with Belgian roots