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Technical Engineer (M/F)

Since 1996, SYSTEM SOLUTIONS GROUP SA received as mission to help organizations of all sizes develop and operate solid datacenter infrastructures allowing them to run and develop their business on.
Through its 24 years of existence, System Solutions evolved to become today a 'global ICT partner' for its customers.
Around its core business, System Solutions indeed developed a full palette of services, ranging from an online webshop for sourcing day-to-day commodity IT products, up to 'business consulting services', through staffing & recruitment and training services. And today System Solutions is operating its own datacenters to answer to the growing need for outsourcing and 'It as a service'.
Parallel to its development on its home territory, System Solutions followed a natural geographical expansion to adjacent regions: System Solutions France was created in 2005, with headquarters in Metz and System Solutions Belgium started its activities in 2010, with headquarters in Brussels and a regional office in Walloon Brabant.
People at System Solutions are of paramount importance. Team spirit between the various departments of the company, willingness to introduce innovations, ambition and efficiency represent some of our main corporate values because they are indispensable to the success of our clients' projects.

Job role 

Your responsibilities will be:
For the Support activities:
 Serve as the first point of contact for customers seeking technical assistance over the phone or email
 Perform remote troubleshooting through diagnostic techniques and pertinent questions
 Determine the best solution based on the issue and details provided by customers
 Walk the customer through the problem-solving process
 Direct unresolved issues to the next level of support personnel
 Provide accurate information on IT products or services
 Record events and problems and their resolution in logs
 Follow-up and update customer status and information
 Pass on any feedback or suggestions by customers to the appropriate internal team
 Identify and suggest possible improvements on procedures

For the Operational activities:
 Realize daily morning checks on production platform
 Realize patch management
 Regular interventions at customers sites for maintenance visit
 Participate in project planning and realization for hosting and internal projects
 1st and 2nd level support and resolution of incidents and service requests as per SLA’s
 Implement Standard changes
 Keeps internal and customers CMDB up to date
 Operates, documents and identifies areas of improvement for 1st level Service management processes (Incident, Change, Release, Config mgt)
 Provide support for customers remotely or on site
 Documentation of customers infrastructure
 Configuration management of internal infrastructure
 Develop and document helpdesk tool to support SSL Service management processes
 Escalates as needed to 3rd level, vendors or vertically and keeps track of cases
 Administer internal Backup services

Job profile 

Technical Skills:
 You have min. a bachelor's degree or an equivalent field’s experience
 At least 1 year experience in IT preferably by an ICT services’ provider
 You have a good general knowledge in the following area :
o Microsoft technology (Windows OS, Active Directory, Exchange,..)
o Virtualization technology (VMware, Citrix)
o Monitoring technology
o Infrastructure domain (storage, computing, networking,…)
 Any IT certification will be considered as an asset
 You have knowledge of ITIL principles
 You have a real passion for IT
 You have experience with pre-sales activities
 You are used to work in a project management framework

Soft Skills:
 Reliability and commitment to get the job done is your usual way of working
 You have a high level of interpersonal and communication skills
 You are a team player
 You have good presentation skills
 You speak fluently English, French and/or German.

We offer 

 The possibility to evolve on a permanent basis within a company in expansion, recognized for its professionalism in the quality of the delivered material as well as its first class services and support to its customers.
 A competitive and attractive salary package along with extra-legal advantages. We will also show our appreciation of your contribution with continuous training as well as a creative and enriching work environment.
 A professional team with a strong commitment to the company and an excellent team spirit.

Job contact 

To join System Solutions Luxembourg, send your curriculum vitae with a cover letter to recruitment@systemsolutions.lu.
We guarantee an absolute confidentiality in the treatment of the candidatures.
For more information: www.systemsolutions.lu


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