2nd line Service Desk Engineer

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!

Position overview:

You will be part of the 2nd line team of Support Engineers in Belgium and Romania who provide extended support for one of our biggest customers. Your mission is the daily support of our external end-users and to provide timely and professional support through diverse channels of communication. You will also deal with all technical matters assigned to your group and with assigned requests and (non) standard change orders. You will be participating in a shift system that operates Monday to Friday, between 08:00 AM EET – 20:00 EET.

Candidates must possess:

• Minimum 2 year experience as a 1st line Service desk agent, troubleshooting end user related incidents
• Very good knowledge of Microsoft server platforms (Windows 2012 R2, Windows 2008 R2)
• Knowledge in troubleshooting Microsoft Exchange Servers
• Good knowledge and experience in working with and troubleshooting Microsoft Active Directory Services
• Proven experience in solving Citrix and Office 365 related incident tickets
• Knowledge of Azure is considered an asset
• Good knowledge and experience with enterprise Antivirus products
• Good knowledge of networking fundamentals
• Excellent knowledge and troubleshooting skills in relation to Windows 7, Windows 8.1 and Windows 10
• Excellent communication skills
• Initiative and drive
• Passion for IT
• Strong team spirit and strong interest and involvement
• Punctuality and flexibility; Schedule adherence is one of the objectives of your activity and it will be taken into account during your performance evaluation
• Ability to listen, learn and improve
• Excellent English skills, both written and verbal
• Knowledge of common ITIL processes (incident, problem, request and change management)
• Maturity to work independently and also in close collaboration with your colleagues in Belgium

Responsibilities:

• Analysis of support tickets received by phone, email or web submit
• Timely updates for every support ticket assigned to your group
• Accurate ticket documentation of the support ticket and troubleshooting steps taken
• Tickets follow-up and escalation in accordance with priority, impact and SLAs
• Intensive search to obtain the desired solutions and proper initiative before escalating to another group
• Ownership and responsibility for all tickets assigned to your queue
• Execution of assigned service requests and (non) standard change orders to your group
• Commercial function, by positively exposing CEGEKA during direct communication with users
• Working in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard
• Working in accordance with CEGEKA quality standards, procedures, processes and internal regulations
• Strict adherence to change management procedures before performing any change
• Attendance in trainings and team meetings
• Coaching your 1st line colleagues when needed
• Creating and updating work instructions

Offer (bonuses, benefits):

• Headquarters in the centre of Bucharest (Victoriei Square)
• Flexible working environment within a dynamic team
• We leave you room to balance your work and private life - 22 days as annual vacation, plus extra days in accordance with internal policies
• Private medical subscription, you can choose from 2 providers
• Meal tickets
• Access to a modern library
• Free Gym Subscription - fitness, aerobic, pool (according to internal policies)
• Preferential rates to 7Card subscription
• Massage within the company premises
• Team events (team-buildings, team hangouts, Christmas party, etc.)
• Relaxation room (foosball, darts, board games, X-box, etc.)
• Access to various training programs (soft and hard skills trainings, according to the internal policies)
• Being part of a growing organization with Belgian roots