Technical Process Specialist
Job description:
About the Position:
who provides end user support on-site, maintains hardware and fixes technical problems, provides first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident & problem managers, and coordinates with remote teams for technical issues to investigate and resolve.
Responsibilities:
Application and OS Maintenance: Provide maintenance and support services for applications and operating systems, either directly to users or through service delivery functions
Diagnostic Troubleshooting: Gather extensive diagnostic information, analyze problems, and resolve issues related to end-user computing (EUC) devices.
Incident and Problem Management: Investigate and resolve incidents and problems affecting EUC devices, peripherals, and installed software.
Performance Monitoring: Monitor and address performance-related issues.
User Training and Advice: Provide advice, training, and corrections (permanent or temporary) to users.
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Documentation and Enhancements: Update or create documentation, manipulate data, and define enhancements.
Collaboration: Collaborate closely with colleagues specializing in different areas (e.g., database administration, network support), vendors, and third-party support provider
Required skills:
Prior experience in a customer-focused end-user support role is valuable. This could include roles like Help Desk Technician, Desktop Support Specialist, or similar positions.
Dutch & English language proficiency.
Customer-Focused Support: Experience in a customer-focused end-user support function covering EUC and software/OS installations and support.
Incident Resolution: Proficiency in incident resolution, requests, changes, and problem-solving activities delivered within agreed service level agreements (SLAs)
Microsoft Product Knowledge: Good knowledge of Microsoft's product offerings, including high-level capabilities and competitor products.
Perks and Benefits
Health and Wellness
- Health Insurance
- Life Insurance
- HSA
- Short-Term Disability
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- On-site/Nearby Childcare
Work Flexibility
Office Life and Perks
- Commuter Benefits Program
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
Financial and Retirement
- 401(K)
- Relocation Assistance
Professional Development
- Learning and Development Stipend
Diversity and Inclusion
- Employee Resource Groups (ERG)