Hologic IT Helpdesk Support Technician in Belgium

IT Helpdesk Support Technician

Post Date Dec 07, 2018

The role overview:

The role of User Support Technician is a 1 st / 2 nd line support position. You will be the first point of contact for internal customers seeking technical support. A hard working, enthusiastic and approachable character is essential for success in this rewarding role along with a strong technical skillset and a team working mentality. As a User Support Technician you will require excellence in customer service and communication skills as well as a desire and ability to learn new technologies relevant to the position.

Duties & Responsibilities:

As a User Support Technician, you will:

  • Provide 1 st & 2 nd line technical support to the business via phone, walk-ups, email and our ticket management platform ServiceNow. Requests managed for our European customers as well as offering support to our global customers when calls are routed from the US helpdesk team

  • Escalation of incidents to European 2 nd & 3 rd line support staff team members

  • Ticket management and ownership with root cause analysis when appropriate

  • Manage and maintain IS assets, network, contacts and service contracts inventory

  • Triage and troubleshoot moderate to complex end user problems. This would include the usage of remote diagnostic tools to support off-site customers

  • Provide 1 st line support for Enterprise applications including Oracle, Agile, Siebel and QlikView escalating incidents and liaising with third party support where appropriate

  • Provide training for Enterprise applications and perform IS inductions for new starters

  • Management of our leavers’ process when required

  • Support for printers and other peripherals across the business

  • Configure and deploy/laptop Hardware and Software across Europe

  • Maintenance of files and records for auditing purposes and the ability to create clear, understandable technical documentation for the benefit of our team and customers

  • Assist other European IS Support staff as needed

  • Emergency “out of hours” support and flexibility in assisting domestic and overseas IS colleagues outside of normal hours when business needs dictate

  • Ensure security of devices remains at the forefront of our objectives through the understanding and usage of the enterprise applications with the remit of this position

  • Other duties as assigned such as participating in moving of equipment as needed

Skills & Experience:

To be successful in this role you will need:

  • Typically requires a Degree in Computing or related field + relevant time earning industry experience OR relevant time earning industry experience through formal training via apprenticeship scheme or similar

  • Sound understanding of the IT industry and the latest technologies preferably in an FDA and Sarbanes Oxley regulated environment

  • ITIL Foundation v3 2011 qualification desirable

  • Microsoft certifications desirable

Equal Opportunities:

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.