Support Engineer

• Provide onsite IT support for laptops, desktops, mobile devices, and peripherals via TechBar and desk-side support
• Deliver Level 2 support, including hardware, system software, and workplace troubleshooting
• Manage and coordinate vendor support for server and hardware issues
• Own and manage the full ticket lifecycle (log, monitor, communicate, resolve, close) in line with SLAs
• Handle IMAC activities (Install, Move, Add, Change) including device setup, collection, and user onboarding/offboarding
• Maintain spares inventory to meet agreed service levels
• Support executive meetings, boardrooms, and events (AV setup & troubleshooting)
• Analyse incident trends and proactively recommend improvements
• Collaborate with Service Desk (L1), L3 teams, and other stakeholders to improve resolution efficiency
• Maintain and update process documentation and procedures
• Drive continuous service improvement initiatives

Senior IT Support Engineer

• Provides quality support for ITS customers by assisting with technical computer and software issues.
• Installs, fully configures, and supports Windows operating system and Microsoft Office applications.
• Works incoming requests via the incident and request tracking tool to assist in the resolution of computer-generated issues.
• Handles hardware and software asset management.
• Ensures customer satisfaction by providing answers and resolution to incoming issues.
• Logs customer contacts and either answers questions directly or appropriately evaluates requests for escalation to the next level or specialist for resolution.
• Assists in resolving various connectivity issues, both remote and local.
• Coordinates schedules with team members to ensure coverage during business hours.
• Works directly with other technical groups to analyze and resolve technical issues in the areas of client computing, servers, WAN/LAN, VoIP telephony, and business applications.
• Recommends modifications to system processes within the area(s) of functional expertise.
• Participates on project teams as necessary to design and implement new or changed IT services.
• Creates knowledge articles for associates and IT colleagues.

ITS Support Technician

• You will provide 2nd line support to installers and partners via a ticketing system, by telephone and by e-mail.
• When Smappee installers encounter problems during the installation or configuration of our products, you will actively help to find solutions through hands-on troubleshooting and debugging.
• You will support our installers and partners by answering technical questions and guiding them in solving problems experienced by their end customers.
• You will get to know our hardware and software products thoroughly so that you can confidently advise and support our customers.
• You will interpret and analyse communication protocols (e.g. Modbus, MQTT, OCPP, etc.) to identify the root cause of technical issues.
• You will manage and follow up on RMA processes, ensuring smooth handling of returned products and close communication with relevant teams.
• You will train and coach internal colleagues to strengthen their technical knowledge and ensure consistent service quality.
• You will collect and analyse customer feedback to identify and address recurring issues.
• You will work closely with the R&D and Sales departments to enable product improvements and contribute to technical documentation.

Technical Support Specialist – EV & Energy Solutions

• Diagnose and resolve complex technical issues across cloud and on-premises production environments serving researchers in oncology, genomics, and more.
• Stand up and maintain customer infrastructure using Terraform, AWS, EKS, Linux, and containers, directly supporting the deployment lifecycle for a growing global customer base.
• Contribute to monitoring and observability systems, building Grafana dashboards and tuning alerts that keep hundreds of production deployments healthy.
• Write automation and scripting (Python, Bash) that reduces operational toil and improves consistency across the fleet.
• Provide dedicated French-language support coverage for EMEA customers, working alongside the existing regional team to expand the hours and languages the team can serve.

Software Support Engineer

• Deploy and manage server applications running on Windows or Linux servers;
• Integrate applications with identity providers;
• Support creation and deployment of client applications on end-user workstations.
• Gathering and reporting metrics and Key Performance Indicators (KPIs)
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components
• Provision of support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities.
• Provide second-level and third-level support for end-user queries.
• Troubleshoot and resolve software issues, ensuring minimal disruption to users.
• Communicating solutions or advices to customers and users.
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.
• Monitor the incident management process for tickets created in the helpdesk ticketing system.
• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.
• Contribute to analysis and documentation of new requirements and change requests.
• Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables.
• Controlling, managing and providing access to the restricted areas managed by the business area.
• Ensuring the proper functionality and security of software and hardware managed by NBAC.
• Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
• Providing support to NBAC team for security approval and accreditation of software applications and CIS.
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.
• Gathering functional and non-functional requirements, including drafting systems specifications.
• Support technical reviews, walkthroughs and audits.
• Work closely together and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
• Communicate effectively with users to understand their issues and provide clear instructions.
• Collaborate with NCIA and vendors teams to resolve issues and improve service delivery.
• Acting as a point of contact for the CIS Support Units (CSU) and other support staff for daily operations of the services.
• Provide briefings and presentations.

L3 Support Engineer – COTS Applications

• Provide expert technical support to our international partners via phone, chat, and email.
• Handle and document all partner inquiries related to our battery storage systems and chargers using Salesforce.
• Diagnose technical issues remotely, plan on-site service assignments, and coordinate fault clearance and maintenance activities.
• Ensure high partner satisfaction through efficient, cost-effective, and solution-oriented case handling.
• Deliver technical training and guidance to sonnen partners.
• Monitor local regulatory developments to ensure product compliance, and communicate relevant updates or improvement needs to the team lead.
• Meet regularly with our Premium Partners in Belgium and the Netherlands to strengthen cooperation and discuss service-related topics on-site.

Technical Support Specialist, Belgium & Netherlands

• Proveer servicios de soporte de primera línea en un entorno de Digital Workplace
• Gestionar todas las interacciones de usuario (teléfono, portal de tickets, chat, mensajería)
• Proveer orientación y soporte a los usuarios sobre servicios, software y aplicaciones
• Seguimiento y resolución de incidentes y solicitudes de usuarios
• Soporte y administración de estaciones de trabajo (Windows 10 y superiores)
• Soporte en aplicaciones de Office (Office 2016 y superiores)
• Ejecutar tareas básicas relacionadas con la gestión de cuentas, configuración de red y protocolos

Digital Workplace Support Engineer – EU International Client

• Supporting the ‘360 Encompass’ autocoding solution in Belgian hospitals
• Providing comprehensive support and maintenance for the ‘DRGFinder’ product, a clinical coding solution for Belgium
• Providing technical support and assistance for the Solventum Benchmark Portal, an analytical tool used by most Belgian hospitals
• Collaborating with customers to understand their needs and ensure successful implementation and usage of our solutions
• Offering ongoing support and training to customers to maximize the value of our products

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