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Solliciteer naar 2nd line IT support representative (Dutch/French/English)
Prime responsibilities of the 2nd line IT support representative
- Act as an escalation point for the 1st line helpdesk staff when issues are too complex, take up too much time, or require specific knowledge and skills for resolution at 1st line support
- Assist 1st line support in correctly handing over the issue ensuring users do not need to re-explain themselves a second time
- Pick up from where 1st line support stopped and work through to final resolution witht the end user
- Assume full ownership of any assigned issue and stay in close contact with the end user where needed and appropriate
- Inform the end user of any and all next steps or actions
- Engage with 3rd party hardware- , software- and service vendors on an as-needed basis
- Consult the web, FAQ’s, knowledge bases, 3rd party support teams, people in your network, etc… to speed up resolution times
- Troubleshoot complex issues at various levels : hardware, OS, application, network, security, cloud, virtualization layer, storage, …
- Document unknown issues in relevant call management systems and/or knowledge databases
- Share your knowledge and experience
- Create post-mortem analysis reports for resolved high-impact issues
In a nutshell: use your extensive IT knowledge, skills and experience to solve complex issues when 1st line support runs out of options