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Econocom - Second Line Support Engineer

Econocom designs, finances and oversees companies’ digital transformation. With over 9.000 employees in 19 countries and revenue in excess of € 2.3 billion, Econocom has all the requisite abilities to ensure the successful implementation of large-scale digital projects : consulting, sourcing and technology management & financing of digital assets, infrastructure, application and business solution services, and project financing. The Econocom Group share is part of the BelMid index.
Join Econocom & start your digital adventure ! #digitalforallnow

Econocom - Second Line Support Engineer

Key responsibilities are the following

  • handling of an incident when it can't be resolve by the 1st line or when target times for 1st level resolution are exceeded
  • troubleshooting, diagnosis and recovery of incidents using technical logs, applications designs and functional knowledge and when required for involving specialist support groups or third-party suppliers (3rd Level Support).
  • contribute to maximizing first-line on-the-spot fixes (coaching, maintaining KB, recording findings from the resolution of incidents for future use, etc.)
  • make sure that the incident is actually resolved and that all information required to describe the Incident's life-cycle is supplied in sufficient detail.
  • owner of the major incidents and therefore coordinates with other teams and management to ensure regular status updates to stakeholders and restoration of service (and user productivity)
  • Pro-active User information: you inform users and Service Desk of service failures or interruption as soon as these are known, so that users and Service Desk are in a position to adjust themselves to interruptions.
  • Pro-active incident detection : you monitor all events that occur through applications eco-systems to detect, handle and escalate events (warning or exception conditions).
  • you escalate in due time according the Incident Escalation Rules

  

Profile  

  • to be a key-player in restoring users productivity
  • to be the link between different teams and management into coordinating the resolution of incidents
  • to put at good use your communication skills in combination with your technical know-how and functional knowledge into direct help to users
  • to get in direct contact with notaries in order to understand complex requests, incidents and problems
  • Required skills:
    • At least 3 years' experience in a similar role;
    • Customer minded and a high level of integrity;
    • A good knowledge of ITIL;
    • A general understanding of the networking (TCP/IP, DNS, DHCP , SMTP...);
    • A good knowledge of application servers (Tomcat, Apache, DataPower);, Windows and Linux;
    • Knowledge of AppDynamics, Omnitracker and Teamviewer are a plus 
  • Soft Skills:
    • Highly customer minded, the idea that a user's issue might be left unsolved is unacceptable to you;
    • An excellent communicator, you easily switch between technical and practical conversations while making sure your message is understood in all situations;
    • Able to navigate through the company in order to find your way to the information you need;
    • Passionate about learning, you want to acquire a deeper knowledge of our products;
    • Analytical-minded;
    • Pro-active  
  • Language Skills: Nederlands - Frans

If you are interested in this function and if you have the skills required, please send your most updated CV via the button below.

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