IT Support Engineer analyst | landelijk

Within this environment the function of IT Support Engineer II acts as the first point of contact for the our Customers.

Summary of the Job:

Within this environment the function of IT Support Engineer II acts as the first point of contact for the following Customers;

1. External: Entities that use CDC processes and applications for Customer Service and Service 24h, in particular Compass@Dealer and M4T. Specifically these entities consist of MPC partners, C@D Users from the retail organization and technicians in the field

2. External: Entities that use our client’s processes and applications for Sales Funnel Management (SFM), OCRM and MBuptime.

3. Internal: CAC employees that make use of CDC applications

4. Internal: Project related work, i.e. (bulk) data changes/activation, creating documentation, answer project related questions, etc.

The IT Support Engineer II is responsible for registering and solving incidents and enquiries.

Tasks & Responsibilities:

  • Support users in more than 50 countries around the globe and around the clock (>1.500 end users)

  • Serve and act as point of contact for customers via phone, email, chat and IT Portal

  • Handle, follow-up and manage user’s expectations of incidents, requests and enquiries

  • Assist1st line hand-on in troubleshooting, analysis and escalations

  • Correctly administrate incidents, requests and enquires

  • Analyze and assess the potential impact of incidents, requests and enquiries and define the relevant priority and dispatching to next line

  • Take initiative to involve other IT Operations 1st line team members or 2nd line engineers in more complex calls

  • Create and maintain user accounts (>150 user account requests per month);

  • Register, prioritize, solve and dispatch incidents to 3rd line support teams and external partners

  • Provide project support such as user creations, hyper care and roll-outs

  • Perform administrative tasks

  • Create, improve and maintain documentation, job aids and FAQ for users and team members

  • Implement and document workarounds in close cooperation with 3rd line teams and suppliers

  • Propose suggestions to improve general work processes within the team

  • Train new colleagues

  • Identify problems that can effect CDC processes and escalate to IT coordinators

  • Support users with process knowledge and case specific routing

  • Support CDC IT-Operations 2nd and 3rd line in the process of problem resolution

  • Check reporting and supply data for specific requests (internal and external) 


  • Completed Vocational Education (MBO) or proven corresponding skill level

  • Relevant work experience in this field

  • Intermediate/advance affinity with IT – working knowledge of Compass Call Centre is a plus.

  • Excellent verbal and written communication skills in English (second European language is a plus)

  • Act quickly to queries and are able to explain complex issues in layman terms

  • Problem solving capacity, seeing consequences of actions taken

  • Stress resistant, have the ability to put things in perspective

  • Being able to manage time and prioritize the workload

  • Eager to learn and be a team player

  • Service and customer oriented

  • Willingness to work flexible hours

  • Working experience in a multicultural environment

  • Have knowledge of and handle according the rules and regulations of the company

  • Experience in customer support / problem solving business processes

  • Good communication skills (B2B)

  • Act as a “brand ambassador”