Support Technician with French (Part time)

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.

This role operates  from Monday to Wednesday, the following schedule:

• Monday – 8   hours
• Tuesday – 8 hours
• Wednesday – 4 hours

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):

Fixed benefits:

• 22 working days as Annual Vacation + additional days off according to internal policies;

• Private Medical Subscription - you can also register your family members at a preferential price;

• Free Gym Subscription according to the internal policies;

• Bookster and self-development online platforms

• Financial support for the birth of your child or unhappy events (for first and second-degree family members);

• Learning and development opportunities and budget.

• We offer flexibility when it comes to wfh policy


Flexible benefits:

Benefit Online platform access, from witch you can choose to invest in:

• Meal tickets

• Professional courses and development programs;

• Holiday packages, gifts;

• Insurance and private pension packages;

• Cultural and entertainment activities;

• Special offers from +2000 providers: vouchers, Telecom & Electro IT, private pensions and insurance, Sport & Wellness, restaurants, hobby and smart experience, medical services