IT Support Engineer
IT Support Engineer
About Brussels Airlines
Brussels Airlines is the national airline of Belgium with its home base at Brussels Airport. Our mission is to be the most reliable airline, making everyone feel at home. We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.
Purpose of the position
As a IT support engineer you will be responsible handling first line calls and following up on second line calls.
At Brussels Airlines the Service Desk Operates in shifts; an early shift starting at 7:00, a regular shift at 8:30 and a late shift at 9:30. In addition to this there is a standby shift between 18:00 and 7:00 dealing with high priority incidents only.
You will be reporting to the Service Desk Manager.
Main tasks and responsibilities
Incidents
- Resolve technical issues and queries in a timely and efficient manner, ensuring that customer service levels are met
- Log all support calls in the company's ticketing system, ensuring that all details are recorded accurately
- Escalate calls to third line support when necessary, ensuring that customers are kept updated on progress
- Proactively review pending incidents and try to unblock where possible – either through chasing users/suppliers or by escalating the incident
Requests
- Translate new customer requests into actionable items for subcontractors
- Communicate back to the customers
Change Management
- Review the Change Advisory Board meeting minutes to assess potential impact towards Service Desk
- Communicate towards end user community on changes impacting them
Asset Management
- Keep track of all hardware going out and coming in
- Ensure end users sign relevant policies where needed (compliance)
Documentation
- Keep existing documentation up to date based on newly discovered issues (Knowledge base)
- Keep the contact details and escalation matrix for the various parties up to date
Your profile
- Bachelor Degree in IT or equivalent through experience
- Hands-on technical background in IT. Ideally in similar function
- Excellent customer service and communication skills (English, French and Dutch)
- Strong problem-solving skills and the ability to troubleshoot technical issues
- Experience with ticketing systems and call logging software
- Working knowledge of ITIL best practices is desirable
- Experience with outsourced environments
- Airline Experience is a plus
- You are security “aware”.
What we offer
- A flexible reward plan that allows you to optimize part of your salary
- A flexible work environment focused on activity-based working and home office possibility
- Travel benefits
- Bike allowance and/or public transport subscription
- Profit sharing
- Group insurance
- Company medical plan (optional)
- Meal & eco vouchers
- A spot in a very enthusiastic team & a great company to work for.
