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Customer Support Engineer (Service Desk)



As a Customer Support Engineer (CSE) you are responsible for providing support to customers regarding their IT infrastructure in various technical areas. The CSE can be employed in the installation, intervention, internal repair, helpdesk or service delivery team. This can involve both internal and external employment. In a project for a customer you are responsible for the inclusion of one or more tasks. In addition, depending on the size or complexity of a project, you can also be involved in a coordinating function.

When the CSE carries out its assignments, you evaluate these critically and, if relevant, you inform the controller or his direct manager when this can contribute to the successful realization and implementation of the tasks.

Responsibilities – result areas:

In addition to the responsibilities associated with the main and additional tasks, the CSE also has the following responsibilities:

  • Check the supplied components or main assemblies, both administratively and technically
  • The hardware installation of components in units and servers of different manufacturers, except the customer support engineer in the helpdesk team
  • Perform the software installation according to existing procedures
  • Manage the correct use of the various data databases at the customer
  • Follow up the agreed SLA and report any changes
  • If necessary, be engaged in a coordinating function, depending on your level and in consultation with the customer
  • Keeping the order and tidiness of the work environment
  • Provide the correct use of the tools
  • Deal with the problems that are monitored  on a daily basis on its planning, by going to the customer on-site and/or solving the problem of the customer within Realdolmen.
  • Reporting the entrusted problems on a daily basis
  • Report to the customer, the managing manager or the planning cell
  • Identifying the Account Manager of all opportunities for additional or better service to the client
  • An example to the customer and as a representative of Realdolmen responsible for the good name of his company
  • Guarantee the confidentiality of the data you see during the execution of your job

Your profile

  • Education: IT background (bachelor computer science system and network management, course pc technician / network management, …)
  • Preferably already experience on a telephone IT technical helpdesk
  • Prepare to work in various locations
  • Prepare to certify in various IT domains in the short term
  • Communicative skills, customer-friendly and social
  • Hands on mentality
  • You can work well under stress and dare to question yourself from time to time
  • You can set priorities, maintain them and meet commitments
  • You can easily communicate (both orally and in writing) in NL / FR / EN. Additional languages are an asset
  • You are flexible, willing to work in various locations and to work in a time frame between 6 am and 10 pm and on Saturday
  • Driving License B



Our offer

  • Keep learning and upgrading your expertise
  • Spread your wings, working for a dynamic ICT company with a ‘no-nonsense’ culture.
  • Real career opportunities to get you where you want to be, with the IT knowledge you need
  • Live life to the full with a competitive salary
  • Ride in style with a company car
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Industriezone Zenneveld
A. Vaucampslaan 42
1654 Huizingen

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