Skip to main content

First Line Support Engineer

  • Provide first line support through telephone, mail, chat and self-service tickets to ensure courteous, timely, and effective resolution of end-user issues
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs
  • Make a correct analysis of the incident/request
  • Encode the incident/request in a Service Management Tool
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Through troubleshooting, incident correlation and knowledge articles find a solution or workaround for the interruption the incident is causing
  • Once the solution or workaround has been implemented, close the life cycle of the incident
  • Inform the user about the status of the ticket
  • If a first line resolution is not possible, escalate to next level (2nd line) of support.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Follow-up the different cases and respect SLA's
  • You have

  • a first experience in the ICT-world or you have a training in the ICT
  • a very good knowledge of Dutch, French and English (verbal and written)
  • a basic knowledge of network and hardware
  • a good knowledge Win 7, Win 8, Win 10, ITIL, Active Directory (theoretical knowledge),
  • You are:

  • Stress resistant
  • Flexible (shift system)
  • Punctual
  • First Line Support Engineer

    Econocom, Flanders
    Categories: 
    Support Engineer, IT, Engineering
    Apply before: