It service desk engineer 2nd line

As a global supplier of logistics and distribution services, Katoen Natie combines engineering, technology and port operations to offer worldwide, tailor-made solutions to the chemical and automotive industries, and to the consumer goods, electronics & retail sector. The Katoen Natie group is active in 35 countries in Europe, North America, South America, Africa and the Far East with a staff of approximately 13.000 people.
The whole ICT department such as server infrastructure, telecommunications, software development, … are managed in-house. Therefore, we have various support groups that offer services & support to the end-user (internally).

The ICT Operations Helpdesk team is a competent team of 19 engineers supporting our users (1st and 2nd line) on everything related to ICT Operations. The team is located on 2 different locations: 9 employees are located in the Eurotower in Chisinau (Moldova) and 10 employees are located in the Aerodrome office in Skopje (Macedonia). Both teams have a local team leader.

To assure continuity of our team, we are looking for:
IT Service Desk Engineer 2nd line

Job Description:

The primary role of the ICT Service Desk Engineer 2nd line is providing second level support towards professional users. You will be answering questions, analyzing problems and come up with a solution for simple and complex incidents. IT problems are very diverse and challenging, from installing simple software to troubleshooting network or server performance.

Primary duties and responsibilities:

· Provide excellent and effective customer service at all times

· Accurate identification of user problems via IT support tools and remote tools

· Provide 2nd line support for incoming service requests and incidents, utilizing the help desk ticketing system

· Take ownership of support requests and incidents, ensuring they are resolved and ensure customers are communicated to at all times

· Accurate and timely escalation of problems to specialist support teams

· Promotion of IT services to professional users

· Provide mentoring for the 1st & other 2nd line support Engineers

· Contribute to procedure and policies within the IT department and maintain current procedures and policies

· Assist on Project work as and when required

Requirements:

· University degree (in computer technologies) or a background in IT

· Express yourself fluently in both spoken and written English

· Previous experience in IT user-support and client service is an asset

· Willing to work in shifts

· Knowledge of Microsoft products in general (Office Suite, Windows OS, Windows Server environment)

· Knowledge of major networking components, networking operating systems and basic configuration and maintenance

· Knowledge of Active Directory and Exchange environment is an asset

· Knowledge of Citrix Platform and virtualization is an asset

· Motivation, discipline, well-structured and flexibility are your key characteristics



Offer:

· A challenging job with a lot of variety and future in a fast growing dynamic company with a no-nonsense corporate culture

· A competitive salary according to knowledge and experience

If you see yourself as a person who could be a valuable part of our team,
don’t hesitate to apply Andrei.Cebotari@katoennatie.com
(Application: Email CV with subject “IT Service Desk Engineer 2nd line”). Please send us your CV in English.