Junior IT Support Engineer analyst | Regio Zuid-Limburg

Within IT Support the IT Support Engineer I will be part of an international team with people from all continents, working out of the offices from our client located in Zuid Limburg, the Netherlands but in close cooperation with suppliers worldwide.

Summary of the Job:

Within IT Support the IT Support Engineer I will be part of an international team with people from all continents, working out of the offices from our client located in Zuid Limburg, the Netherlands but in close cooperation with suppliers worldwide. Within this environment the function of IT Support Engineer I 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

2. External: Entities that use processes and applications of our client.

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 I is responsible for registering and solving standard incidents, requests 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 first 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

  • 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

  • Perform standard system administrative tasks

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

  • Make suggestions to improve general work processes within the team

  • Staying informed on the latest developments in the dedicated area of expertise

  • Resolve minor training/awareness issues on the phone

  • Resolve connectivity, configuration and user issue

  • 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 line in the process of problem resolution

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

Requirements:

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

  • Intermediate/advance affinity with IT – working knowledge of Compass Call Centre is essential. Plus knowledge of Compass@Dealer, M4T and NAC software is a major advantage)

  • Good verbal and written communication skills in; English and German

  • 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”