Voor 1 van onze klanten zijn we op zoek naar onderstaand profiel.

Let op : nachtwerk 1D/W & vanaf 2025 2D/W.


Deliver on site L1 and L2 service desk support for the factory in Gent, Belgium, providing help for both hardware and software related issues. Team is following production hours in the plant, which requires working in shifts.
The team works alongside several other support groups, such as network, application support and server groups.
Server OS: Basic knowledge of Server Operating systems, such as Linux, Windows and (optional) OpenVMS
Client OS: Good knowledge of Windows 7 and Windows 10 Operating system Database: Basic knowledge on Oracle / Oracle RDB database environments
DC Facilities: Basic knowledge on server room components like Power, UPS and monitoring the environment
AD: Good knowledge on maintaining accounts/clients in Active Directory and basic GPO knowledge
Network: Basic knowledge on LAN setup, including wireless
Desktop, Laptop, Printers, Handheld devices: Basic knowledge of computer hardware and peripherals
Monitoring: Basic knowledge on monitoring alert, frequency

Tools:
Hands on experience in Incident Reporting tools like Service Now
Hands on experience in Monitoring tool - ZABBIX is value add
ITIL: Basic understanding of ITIL processes
Excellent communication skills, both written and verbal in Dutch (native) and English Strong problem resolution skills
Can perform under stressful and stringent timelines with minimal help
Manage multiple assignments simultaneously and coordinate with users for timely completion
Highly flexible in working hours and shift rotation
Prepared to participate in an on call rotation scheme
Strong customer focus
Ability to work independently as well as in a team
Ability to communicate well with internal and external contacts
Proactive in learning, maintaining and sharing large volumes of information


Responsibility
Respond to incoming calls from the factory.
Monitor, analyse and resolve network, infrastructure, middleware and application related alerts.
Provide initial assessment of urgency and business impact on all support calls and monitoring events.
Provide investigation, diagnosis, resolution and recovery for production critical IT- related incidents. When unable to resolve, escalate to higher level in accordance with escalation processes.
Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
Handle operational tasks on OpenVMS and Windows environment.
Work with application team for solutions to difficult application problems
Coordinate active incidents to reduce lead time
Continuously review and analyse incidents to identify improvements
Create and improve Knowledge Base articles
Provide assistance to factory onsite support, application support whenever required
Major incident handling - Lead High Priority incident handling and assist MIM on Critical incident handling
Assist in application health check with well-defined procedure
Continuously improve on FTC, Monitoring alert