Senior IT Support Engineer

Professional Job Netherlands, Delft Corporate Functions Netherlands
As a Senior IT Support Engineer you take end to end ownership of all incidents and service requests and have a mindset of automating all repeating work where possible. With your innovative mindset you keep improving, support and automation. Because at Exact, your technical skills and “dare to” mentality, can lead to the best innovations.  And where is your career heading? That’s up to you. The career opportunities are unprecedented. 1,850 enterprising colleagues have already paved the way. Are you on board?

This = the job you are looking for
Exact has approximately 18 offices across Europe and 1 in Kuala Lumpur, Malaysia. You will join the 11 colleagues in the support team. They are known for their team spirit and innovative mindset. Asking for help if necessary and offering help if possible is part of their DNA. We have few predefined paths, which gives you plenty of room to choose your own.

As a Senior IT Support Engineer you will primarily be responsible for delivering support to 2000 end users as well as performing tasks related to the workspace and office365 environment. We are proud to have excellent customer rating of 9+ and first time right of 94%. But we will never rest and we keep improving. You provide the best possible customer experience. You make sure that the systems that are critical to smooth operation and delivery, are managed properly. Your major responsibilities are:
  • Take end to end ownership and provide solutions for all incidents and service requests
    • Investigation and resolution (first time fix) of common issues
    • Provide a proactive service to the user, providing updates on open tickets as necessary.
    • Investigation of more complex issues providing triage function prior to passing to resolver groups as appropriate.
    • Interact with resolver groups and co-ordinate activities required to ensure tickets are resolved within SLA.
  • Work pro-actively on our knowledge base of FAQ, work instructions and document new fixes and workarounds.
  • Pro-actively work on improvement and innovations
    • Identify and address any service improvements opportunities.
    • Build and implement improvement with the team or together with the IT-infra team
    • Participate in innovation project of IT-infra team
  • Installation and management of end user devices like laptops.
This = what you future colleagues says
According to Willem Korving (Manager Global IT Services @Exact), your role is crucial; "For most of our Exact colleagues, their IT devices are as important as drinking water. Are you going to be our next IT hero?
This = what you bring
With us, you van be yourself, and we would love to discover what sets you apart. For the position of Senior IT Support Engineer, it’s helpful if you have a sense of customer centricity. And preferably act pro-actively as well. What’s more, you have:
  • A Bachelor in Information Technology.
  • At least 4 years of experience in a similar role.
  • Have extensive knowledge of Windows 10, Office365 and Teams
  • Have knowledge of IT network infrastructures and tools like SCCM, Intune, autopilot and ESET.
  • Like to take the in leading small and intermediate workplace related projects
  • And of course, you have problem solving and analytical skills with the ability to think holistically to provide unique solutions.
This = what you get
At Exact, we work hard. And there is something in return. The balance between work and relaxation is very important to us. So once everything gets back to normal, you can work up a sweat in our own gym or take a break at the coffee bar. Empty your head and then tackle your daily tasks with renewed energy. And, of course, that's not all. As a Senior IT Support Engineer based on 40 hours per week, you can also count on:
  • A competitive salary base on a 40-hour work week, depending on your level of education and work experience.
  • An annual 13th month's salary.
  • 27 vacation days.
  • Modern pension.
  • An innovative and international work environment at our headquarters in Delft with motivated colleagues.
  • Useful training sessions via our learning and development center that help you to fulfill your career potential. 
  • Unlimited access to LinkedIn Learning
This = why you shouldn’t wait 
If it feels good, don't hesitate. So let us know why you are the right Senior IT Support Engineer. How will you handle end to end ownership of all incidents and service requests and are you innovative enough to keep improving. If you have any questions about the position and/or the application procedure, or Talent Acquisition Business Partner Arthur Fransen will be happy to answer them via arthur.fransen@exact.com or via 015 – 7115000. 

This= our application procedure
•    If we have enough in common, there will first be a telephone intake with the Senior Talent Acquisition Business Partner.  
•    The second step is an interview with the hiring manager and one of the Senior IT Support Engineer. 
•    A screening and/or a coding or analytical test may be part of the selection process. 
•    The last interview will be with our IT Director
•    An assessment is part of the selection procedure.
•    The selection procedure takes about two weeks.
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