NetPro Group - Managed Service & Support Expert

Job Description

We are looking for highly skilled, service minded Support experts to expand our Managed Services & Support team in Aruba, Bonaire and Curaçao. Someone who wants to engage with our customers and is willing to go the extra mile!

Responsibilities

Pro-actively review customer IT environment within the scope of the Service and pro-actively maintain, optimize and/or advise on changes.
Conduct remote/on-site troubleshooting.
After identifying the issue, proactively contact and guide end users through the required steps to resolution or escalate to 3rd line support when necessary.
Provide 2nd line support onsite or remotely to ensure incident(s), service request(s) and problems are resolved in a timely manner (work to SLA thresholds).
Systems & Performance monitoring, trend Analysis and Problem management.
Review of Services, Patching and Security.
Pro-actively work with the Service Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
Prioritize and manage workload effectively, managing several open Incidents/Problems and mini projects simultaneously.
Update the ticketing system, ensuring calls are logged and all notes, progress and required actions are updated promptly and accurately.
Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
All that can be reasonably expected within the scope of the position.

Competencies

Accountability
Being accountable and passing on accountability for one’s own actions and those of colleagues and the organization.

Focus on Quality
Setting high quality standards and striving for continuous improvement and quality assurance.

Insight
Having and gaining insight into situations, problems and processes. Deconstructing problems and systematically investigating the various components. Having a complete picture of the context and overview of the whole problem.

Need to Achieve
The need to set high standards for one’s own performance, to show dissatisfaction with average achievements.

Result-Orientedness
The ability to take direct action in order to attain or exceed objectives.

Workmanship
Being accountable and passing on accountability for one’s own actions and those of colleagues and the organization.

Requirements

Academic background
5+ years of experience in similar job and/or 8+ years in ICT
Certifications and experience in Microsoft (Cloud) technology (Azure/O365/Windows Server)
Certifications and experience in Firewall technology
Knowledge of networking and security solutions is a pre
Fluent in English and Dutch, Papiamentu and Spanish are a pre