On Site IT Support Engineer

AB InBev

Leuven, Belgium

The purpose:

The IT Support engineer is an active point of contact for employees seeking technical assistance. The IT Support engineer performs both remote and on-site troubleshooting using tools and support channels available (omnichannel model). The engineer supports through diagnostic techniques, knowledge management sources, relevant questions, and if required also deep dive analysis. This is to enable and deliver competent, fast, and useful assistance to employees where necessary, whether that is in one of our remote troubleshooting support channels or on-site, physically in one of our work sites. In addition, the job holder is required to build competency across multiple technical areas, mostly workplace, within our application landscape, as well as other core IT areas, such as network, voice, video, collaboration, and printing.

The IT Support engineer also owns the local IT footprint for the respective geographical scope, which includes e.g., server rooms, technical rooms, meeting rooms, input/output devices (e.g., Printers, Scanners), workplace assets, and various others. This ownership also includes necessary maintenance and preventive interventions, in alignment with the activities of the Business Unit IT Operations Manager.

The job holder is expected to come with a high level of curiosity to learn various technology areas, combined with a customer service experience mindset to deliver a high customer satisfaction service. The IT Support engineer will be part of a multi-language IT team with a diverse technology background and areas of expertise.

The role:

Cultivate a high degree of customer service for all support queries, following correct procedures, channels of support, and approaching tasks with an agile mindset.
Serve as the first point of contact, both remote and on-site for all employees in need of technical assistance, taking ownership of problems and translating technical information correctly back to them.
Recording of information, events, problems, etc. in the respective resolution logs. Identify and apply the best solution based on the issue and details.
Manage remote and on-site related processes for the local, zone, and global stakeholders. Oversee effective functioning of processes to ensure achievement of SLAs/KPIs and customer satisfaction.
Identify and act upon ways to improve processes, and enhance quality, productivity and service. Design appropriate initiatives ensuring remote and on-site support performance. Help standardize ways of working throughout the team of Europe (INC, REQ, PRB management, KCS, Agile, etc.)
Responsible for IT Asset Management of Workplace IT, including license and image maintenance.
In partnership with the Digital Workplace team, coordinate remote/on-site support to ensure successful delivery of relevant projects and changes, leveraging the knowledge/experience of the team.
Identify/attend training opportunities to increase overall IT knowledge in the organization.
Flexibility to travel to work within other European locations to support the IT Operations team on an ad hoc as needed basis.

Who we’re looking for:

University degree or relevant work experience.
At least 1-3 years of experience in Information Technology Operations – particularly related to IT Support.
Advanced organization and collaboration skills as well as effective communication (both written and verbal).
High level of service mindset, self-motivated achiever who gains satisfaction from providing excellent customer support.
Very good ability to understand computer systems, mobile devices, and other technology products. Diagnose and resolve advanced technical issues.
Analytical, detail-oriented, and problem-solving skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Fluent English. Knowledge of additional Western European languages (French, Dutch) is a plus.
Advanced level usage of Microsoft Office (Excel, PowerPoint, Outlook).
General hardware troubleshooting skills.
ServiceNow is a plus.
Advanced understanding of IT Processes (ITIL) esp. IT Operations.
General computer and technology proficiency.
Basic on active directory/Azure.