Bedrijfsintroductie
Macq, dat 100 jaar geleden in Brussel werd opgericht, is een bedrijf van experts en ingenieurs dat zich heeft gegroepeerd rond één enkele missie: elke dag innoveren om het beroep van zijn klanten te vereenvoudigen. Ons bedrijf is nu een onmisbare partner voor beroepen die verband houden met verkeer en automatisering, omdat wij altijd het vertrouwen van onze klanten hebben verdiend.
Beheer van slimme mobiliteit voor gezondheid, veiligheid, beveiliging en milieu
As a Junior IT Service Support, you will be the primary point of contact for all support issues and requests. Your role will involve a balanced mix of technical support, intensive administrative tasks, and dispatching duties. You will ensure efficient and effective support to end-users, manage support tickets, and take action with other teams to deliver adding value services.
This role emphasizes hands-on execution and proactive action-taking to manage and fulfill customer requests, combining technical support expertise with administrative and operational skills.
As a Junior IT Service Support you are responsible for:
- Provide first line support for hardware, software, and other systems provided by Macq.
- Troubleshoot and resolve basic problems.
- Assist users with service requests such as
password resets, account setup, basic setup creation,...
- Maintain accurate records of support requests and resolutions in the ticketing system
- Prepare and update documentation for IT procedures, FAQs, user guides, and internal instructions
- Collaborate with other teams, both internal and external, to take resolution actions on non-technical activities (planning, on-site interventions,...)
- Escalate user concerns and feedback to the Business
Unit Manager
- Triage incoming support tickets and prioritize based on urgency and impact
- Escalate complex issues to second line support
- Maintain an overview of ongoing issues to anticipate and prevent potential problems.
- Follow up with end-users to ensure their issues are resolved satisfactorily and gather feedback on support services
- Take proactive measures to execute and complete customer requests within a scope defined with the Business Unit Manager
- Handle non-technical tasks related to customer requests, including coordination with other departments and administration
- Assist, train and guide users on systems and equipment
- Track and follow through on action items to ensure timely completion and customer satisfaction
Technical Support:
Administration:
Dispatching:
Execution:
Why you are the Junior IT Service Support we are looking for:
- You have experience in a first line support role or customer service (IT).
- Familiarity with ticketing systems, remote support tools, and ITIL practices.
- Knowledge of Linux, IT systems, hardware, software, and network troubleshooting are a plus.
- Strong communication and interpersonal skills, with a user-focused approach.
- Ability to manage time effectively in a fast-paced environment. You are able maintain composure and handle multiple questions or requests simultaneously.
- Strong organizational skills with attention to detail and accuracy.
- Ability to work independently and as part of a collaborative team.
- Eagerness to learn and develop technical and administrative skills in an IT environment.
- This position requires participation in an on-call schedule, providing 24/7 support (estimated to 2w/m).
- English mandatory, French and/or Dutch as a plus.
Our commitment at Macq is to create a workplace where diversity is embraced, and all employees are respected for their talents and uniqueness, free from bias related to gender, sexual orientation, age, religion, ethnicity, attire, or disability.
We are committed to fostering a work environment at Macq that promotes safety and openness, allowing people to articulate their thoughts and beliefs without any concern about discrimination.
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