Support Technician - French and English

Context of the job:

With over 4500 employees, Cegeka is one of the most important ICT providers in Benelux. We develop, implement and manage IT applications and infrastructures for medium-sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors. Customers use our services to implement and integrate IT infrastructures, managed services, outsourcing, user support, desktop management, the development and implementation of applications, technical support and consultancy. With our own data centers in Hasselt (BE), Leuven (BE) and Geleen (NL), we are ready for the future and for new business models, and so are our customers. As well as the Belgian domestic market, Cegeka also has branches in the Netherlands, Poland and Romania, where we have subsidiary companies for remote management and software development

Job mission:

Cegeka is a System Integrator that provides Managed Services for multiple customers across Europe on a 24 by 7 basis. The CGMSC (Cegeka Global Managed Services Centre) Division is structured on 3 main levels of technical competence: Support Technician, Support Engineer and System Engineer. The 3 levels act as a team to ensure customer satisfaction.

The Team operates in shifts, from Monday to Friday, with working hours between 08:00 AM to 20:00 EET.

Position responsibilities:

• Improving customer relationship due to professional Service desk support
• Analyzing tickets/requests generated by the customer by calls/email or web submit;

The tasks are related to:

• Investigating network connectivity issues: Wi-Fi, WAN, LAN;
• Working with: Active Directory, Exchange Virtuals machines, Citrix Xenapp, SAP, AS400;
• Troubleshooting applications as: Microsoft Office (Outlook issues for ex), VPN (Symantec, F5), AS400, projects specific applications;
• Troubleshooting on: PCs (laptop + desktop), tablet, Thin Client, printers;
• Administrative aspects such as user creation on Active Directory, mailbox/DL creation, other accounts (Wi-Fi etc.);
• Examining all assigned tickets/problems, evaluating complexity, impact and priority
• Giving required support, efficiently and effectively and in accordance with priority and impact
• Escalating problems according to procedures (to the 2nd Level Support Engineers)
• Ensuring follow-up of all issues and proper documentation in the incident management tool
• Taking decision regarding open tickets, giving feedback to users
• Perform outbound communication to verify statuses, when missing information or when feedback is needed to proceed
• Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, giving support to colleagues
• Working in accordance with Cegeka quality standards, procedures and work instructions
• Reporting on progress, issues and problems to the supervisor; giving suggestions to optimize service offered and work processes

Candidates must possess:

• Excellent French skills
• Excellent English skills
• Excellent customer support skills
• Good technical skills: hardware/software troubleshooting, remote connectivity, etc
• Team spirit
• Punctuality and flexibility

Offer (bonuses, benefits):

• Headquarters in the center of Bucharest (Victoriei Square)
• Flexible working environment within a dynamic team
• We leave you room to balance your work and private life - 22 days as annual vacation, plus 1 day added at every 3 years within the company
• Private medical subscription, you can choose from 2 providers
• Meal tickets
• Free Gym Subscription - fitness, aerobic, pool (according to internal policies)
• Preferential rates to 7Card subscription
• Preferential rates to dental clinic
• Guidance and support for different loans, from one of our partner, a financial broker company
• Massage within the company premises
• Team events (team-buildings, team hangouts, Christmas party, etc.)
• Access to a modern library
• Relaxation room (foosball, darts, board games, X-box, etc.)
• Access to various training programs (soft and hard skills trainings, according to the internal policies)
• Continuous learning and improvement activities
• Long term career development programs
• Being part of a growing organization with Belgian roots