ICT Service Support Agent

TITLE: ICT Service Support Agent
LOCATION: Mechelen, Belgium
LANGUAGES: Dutch
DURATION: 13 months

DESCRIPTION
As an ICT service support agent you are responsible for the exploitation of the various applications from the graphics domain (GIS) and the domain of asset applications and technical databases (AM).

Your position includes various tasks in incident management, problem management, change & release process and configuration management.

• You provide second-line support.
• You handle and resolve tickets as part of the incident management process.
• You carefully apply the working methods within the context of the change and release management process. Go-lives can take place during the weekend
• You provide technical support to end users; this includes technical assistance with questions about badly installed software, missing permissions, questions about configurations or user interfaces
• You make a diagnosis of general incidents (problems with server, database, network) and you initiate the necessary channels yourself to resolve the incidents as quickly as possible.
• You actively participate in problem teams.
• You create service desk scripts.
• You complete the knowledge database.
• You maintain the CMDB in accordance with the agreements laid down in the Configuration Management Plan
Technical context

Higher education (Master or Bachelor) with a technical / engineering background or equivalent through experience with ICT technology for which expertise is required
Demonstrable experience with the technology in question or a similar technology – junior 1 year
• knowledge and experience of Agile development
methodology • Language requirement: Dutch-speaking at European CEFR level C2.
• You have a bachelor’s degree in Computer Science or you are equivalent through experience.
• You are willing to work in a complex environment with a large number of applications at short notice.
• Knowledge of Microstation, Bentley map, Bentley map Power view is necessary.
• Knowledge of ESRI software ARcGISPro, ArcGIS Server is required.
• You have a solid knowledge of python scripting
• Knowledge of Smallworld is a plus
• Knowledge of QGIS
• Knowledge of Acad is a plus
• You have a solid knowledge of Windows OS (client + server)
• You have a solid knowledge of Oracle,
• You have knowledge and experience in working with Jira and Confluence
• You have basic knowledge of virtual environments VM-ware and Citrix
• You have insight into the different application architectures (client server, 3-tier, …)
• You have knowledge of English for use in the art.
• You have knowledge and experience in the Utility world.
• You have built up a solid experience in working and operating in Graphic environments.
• You have experience in providing support.
• You have an analytical mind, are eager to learn