IT Support Lead

• Nature of Work: Provides technical, administrative, or operational support with developed understanding of processes, procedures & best practices
• Scope of Work: Primarily focused on own work, and execution of prescribed work plans
• Complexity: Slightly more complex assignments that are usually amenable to standard processes and routines
• Discretion: Some discretion in how work is approached, but still primarily delivering work aligned to standard processes
• Organizational Impact: Work efforts primarily impact self and immediate team
• Supervision Received: General oversight from more senior colleagues / managers
• Supervision Provided: Provides informal supervision to less experienced colleagues on routine matters
• Knowledge Applied: Applies basic knowledge of a learned occupation / discipline, or strong understanding of organizational policies and processes. A work‐relevant degree is typical at this stage.
• Follow local policies and procedures that comply with global ITS standards

   

• Assist in documenting local IT environment ﴾e.g., network diagrams, system configurations, etc.﴿
• Own IT asset lifecycle management efforts ﴾e.g., inventory, imaging, distribution, support, retirement, etc.﴿
• Support procurement of new devices and accessories
• Host IT onboarding sessions for new hires in your region
• Take responsibility for office/regional events using tools like Live Events
• Support Mac/Windows OS issues
• Take responsibility for deploying laptops, system access, software upgrades and any other on‐site deployment related activity.

Managing IT Environment:

• Assist in implementations affecting the IT environment ﴾e.g., LAN, communications﴿
• Ensure system security through systems access rights in the local environment; helps ensure sensitive stakeholder data is protected
• Manage regional phone plans and cellular devices
• Manage Stakeholder relationship in your office

Operational Support:

• Detect, receive, and log internal customer incidents and service requests, investigating with stakeholders
• Perform customer incident identification, following defined investigation, resolution, escalation and documentation procedures
• Perform incident notification and escalation to ensure incidents and service requests are communicated effectively, receiving needed attention
• Assist in delivering IT production systems and services, monitoring incident, issues, and outages

Skills that will make you stand out:

• Working knowledge of Microsoft platform technologies and tools
• Basic understanding of Active Directory, M365 ‐ Knowledge of TCP/IP, Ethernet, Internet, and VPN Network Skills
• Familiarity with ITIL
• Working knowledge of Incident Management Tools like Service Now
• Understanding of and ability to troubleshoot latest Windows and Mac OS
• Customer‐oriented attitude with great presentation and interpersonal skills
• Clear and concise oral and written communication
• Stakeholder expectations management experience
• Good at directing own work and time management
• Fluent language skills in English with Dutch ﴾Flemish﴿ an advantage

Preferred skills:

• Relevant previous experience from working in a support or related function in an IT environment
• You will likely possess an undergraduate degree ﴾or equivalent﴿, preferably in IT‐related field
• MCP in latest OS preferred; hires strongly encouraged to obtain certifications within two years of hire