EUC Support Agent (Dutch speaking)

SUMMARY:
The role is responsible for providing a managing service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.

POSITION INFO:

Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).

The Engineer focuses on 1^st and 2nd line support for incidents and requests with medium to high level of complexity.

Requirements 

• Must be native, Dutch speaking (Support Service for the Netherlands)
• Must have capability to work remotely
• Proven experience of solving complex problems.
• Knowledge of relevant Technology, Products and Service.
• Relevant knowledge in ticketing tools.

Required learning

• National Diploma: Information Technology/NQF Level 5 equivalent
• CompTIA A+ & N+ certified
• CompTIA Security+ certified
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Modern Desktop Administrator

Key job outputs 

• Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve ticket.
• Ensure completion of ticket is within agreed SLAs.
• Interacts with client to gather additional info to enable faster resolutions of a ticket.
• Analyses incidents / requests to produce knowledge articles to enhance the knowledge base as quick referral
• Proactively identifies problems and errors before they impact a client’s service.
• Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticket
• Ensures all changes are carried out with proper work/change approvals.
• Monitors client infrastructure and solutions.
• Must share knowledge, communicate effectively and be willing to assist team members in getting task completed.
• Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a resolution of a ticket.
• Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required.

Core competencies 

• Strong client service orientation and passion for exceeding expectations.
• Excellent written and verbal communication skills.
• Reliable and able to produce a high quality of work.
• Display excellent attention to detail and the ability to manage work processes.
• Ability to evaluate and recognise customer needs.
• Ability to think creatively.
• Ability to establish and maintain respect of peers, associates, and colleagues.
• Ability to function independently.
• Sober Habits, Presentable, Neat and Self-reliant.
• Demonstrate an appropriate degree of personal and business integrity.

NB! This job is now closed. You can apply for other jobs by uploading your CV.