Position: IT Support Specialist
Reporting to: Regional IT Manager
Role Purpose Statement: The job incumbent is responsible for first/second level IT technical support and the availability/security of local
systems. He is also the point of contact for the regional IT Team Lead/Manager for escalation points for the business-
critical issues and priorities. Performs the job in the framework of the BV Quality Assurance System, the Code of Ethics
and the BV Group policies.
ACCOUNTABILITIES
PERFORMANCE INDICATORS
Provide First & Second level support for all IT related topics / issues Escalation of priorities for business-critical reasons Scheduling of unusual tasks in relation with the district business cycle Provide local technical support Identify, analyse and fix PC or System issues IT procurement orders in line with the budget/forecast Ensure availability, accuracy and security of local systems Accurate documentation of local systems according to guidelines Ensure compliance with policies and procedures Provide IT Support when and where needed across the country/district/zone Use and maintain the Smax Service Desk toolset Participate in IT projects upon request of IT management Discrete and respectful use and attitude towards sensitive (personal) information, obtained on request or in the line of duty Ensure clear communication Manage/Upkeep inventory of the IT assets Installation on time, on functionality User satisfaction feedback Priority SLA reporting KPI’s including but not limited to, Number calls where business has changed priority, FS calls adherence to SLA, age of calls, time logging (Smax), infrastructure availability Quality of documentation Integrity / security of systems Developing and sharing of knowledge Quality of the IT rooms Projects (on time, on budget, on functionality) Deliver value to internal and external clients Targets set by IT Team Lead/Manager are completed on time. Ability to work under pressure and prioritise tasks
KNOWLEDGE, SKILLS & EXPERIENCE
KEY COMPETENCIES
Technical and / or business qualification Minimum of 3 years IT technical experience, Win 10, Win 11. Active Directory, Azure, Intune, Autopilot. Basic networking skills. Fluent English language skills Able to work independently but meanwhile capable of sharing knowledge and practices with the larger IT team Ability to travel to all office sites within Belgium. Possible travel within Europe. Customer Service Orientation Flexibility Analytical Thinking Achievement Motivation Interpersonal Understanding Teamwork and Cooperation BV Core & Business Values