ITAF is an IT partner for SMEs, large enterprises, and government organizations. ITAF is currently located in two countries: Belgium and Serbia.
ITAF provides solutions in: IT support, IT infrastructure, Cloud services, Managed services, and Application development. We set up and maintain complex IT services, provide 24/7 support for servers and networks, continuously monitor our customers’ business-critical applications, and offer many other services that help organizations thrive in today’s fast-moving economy.
Job Title: IT Support Engineer
Location: Belgium (Office, Remote & Client Site – Travel by Car) (Area: Leuven – Brussels)
Terms: Contract, 38 or 40 hours per week, Full-time
Requirements: Occasional work outside office hours may be required. This is not on a fixed basis but depends on customer demand.
1) Job Title
IT Support Engineer
2) Main Objective
Handling incoming requests/incidents from active customers. Customers can contact us via email, phone, or by creating a case in our case management system. You must ensure customer satisfaction with the support they receive. You will receive a complete set of physical and software tools to help you provide the best possible support. If the request cannot be resolved by you, it can be escalated to the next support level.
3) Reporting Lines & Team Structure
You report to the Operations Manager. You work in a team of 3 or 4 other IT Support Engineers for a specific geographical area. There are three geographical areas, each with a dedicated team. If necessary, your Operations Manager can connect you with consultants and experts within the company.
4) Job Description
- You assist customers daily. You work in rotations to handle incoming requests via phone or email and convert them into cases. This allows the organization and its employees to track customer cases.
- You take ownership of incoming cases and provide assistance to customers. Support cases may vary; here are some examples:
- Onboarding/Offboarding of employees at customer sites following documented procedures.
- Onsite installation of new equipment.
- Resolving basic issues in customer infrastructure.
- Installing a printer (directly on LAN or via a print server).
- Maintaining asset inventory.
- Conducting security awareness training sessions for customers.
- Setting up a (Teams) call with customers to remotely reboot the router/modem in case of issues, following documented procedures.
- While providing support, you log your activities in the case management system. This allows customers to see the work performed.
- Customer infrastructure is equipped with inventory, monitoring, backup, and patch tools. These tools are your eyes and ears when supporting customers and help you understand their infrastructure and services.
- You connect the dots between customer requests. The case management system allows you to view customer request history, helping you provide better support. Additionally, our event management team submits requests for failing infrastructure. An incoming customer call may be related to an event request.
- You manage your cases and schedule; you plan remote or onsite interventions in coordination with the customer and ensure they are kept informed about the progress. The Operations Manager may also schedule appointments for you.
- Our services come from various vendors. If you cannot find an immediate solution, you must request support from them using documented contact details.
- You escalate issues to the Operations Manager or Head of Operations when necessary.
- You keep our mission and service offerings in mind. When you identify potential improvements for a customer, you inform the sales department.
- You follow training to stay updated on the latest changes in the services we provide.
- Our operations heavily rely on documentation. Support engineers must use correct documentation. You may make small updates to documentation if it no longer reflects reality. If documentation is incorrect, you must escalate this to the Operations Manager. You are responsible for reporting and resolving documentation errors.
- You are responsible for your cases, time tracking, and ensuring customer satisfaction.
5) Core Competencies
- You have a Bachelor’s degree in IT or equivalent experience.
- Dutch and English should not be a challenge for you. French is a plus.
- Valid Category B driving license.
- You have a versatile profile with knowledge in the following areas:
- Active Directory administration (Accounts, GPOs, DNS, DHCP).
- Microsoft 365 administration (Teams, Exchange Online, SharePoint, Intune).
- Basic networking knowledge, OSI model (ITAF uses Cisco).
- Firewalling (PfSense, OpenVPN Servers).
- Windows 10/11.
- Basic knowledge of VoIP is a plus, but not required (3CX).
- Basic knowledge of Linux is a plus, but not required (Ubuntu/CentOS).
- Knowledge of the following technologies is a plus, but not required:
- Jira
- Icinga2 & Nagstamon
- Bareos
- LibreNMS
- Microsoft Partner Center
- Open Nebula
- KVM
- Netbox
- CodeTwo Email Signatures
- Acronis Microsoft 365 Backups
- Phished Security Awareness
- Bitwarden
- You are comfortable interacting with customers; you can deliver bad news while keeping the customer satisfied by offering all possible support. You are optimistic and motivated to find solutions. You do not hesitate to think outside the box, make quick decisions for temporary solutions, or escalate internally to keep the customer happy.
- You take ownership when you see things going wrong. You step in and consider improvements to prevent future issues. You escalate these improvements to your Operations Manager.
6) Additional Requirements
We are looking for a candidate with a red/yellow personality profile.
- You feel extremely comfortable reaching out to customers and can handle difficult conversations.
- You must be able to handle tasks quickly and efficiently, one by one. This is important because you will need to switch between multiple requests in a short time.
What We Offer You
- A compensation package based on your experience and skills.
- Competitive employment conditions.
- An attractive position in an international and dynamic company.
- Opportunities for growth in line with your skills, motivation, and ownership.
- A modern and pleasant workplace with a positive and friendly atmosphere.
