External Office Support Agent

Package Description

Excellent Salary 

Corporate Benefits Package 

Support provided to EU Nationals requiring relocation – Information available upon request

And the chance to make a positive difference in a company passionate about diversity and inclusion.

Further information available from the Serco Europe Recruitment Team

Job Introduction

Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations, across Europe.

What connects the ever-growing Serco workforce is a passion for delivering great service –
To keep ahead, we have to evolve continually and enhance the way we deliver our services. Everyone in Serco has a role to play, here.

Serco provides the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

We are hiring an External Office Support Agent for our European Institutions for IT services across in Luxembourg

​The purpose of the External Office Support role is to deliver IT support services for the Institution external offices. These services shall be provided through a quick resolution of reported incidents, proactive communication and advice in order to ensure customer satisfaction over a full range of services provided by the IT Department.

The Support Agent provides support for expert incident resolution and service request fulfilment. Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the End-Users. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.

Agents  shall  have  a  comprehensive  understanding  of  the  technologies  involved  and  support  experience  in common  desktop  software  on  a  Windows  environment  and  corresponding  hardware.  Agents  shall  also  be versed in automated software distribution as well as telephony, video-conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.

We look forward to meeting you!  Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.

Main Responsibilities

As External Office Support Agent you will be responsible for:

• Agents shall log all incidents and requests and engage other End-User services resources to resolve incidents that are beyond the scope of their responsibility.
• Agents  shall  use  the  appropriate  priority  and  categorization  for  logging  incidents  and  service  requests  to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Agents may be requested to provide after business hours and on-call support as needed.
• Agents   shall   document   resolution   of   incidents   and   update   documentation   and/or   knowledge   bases accordingly.
• Agents  shall  strive  to  develop  general  knowledge  of  the  current EU Institution business  and  business practices, increasing their ability to quickly resolve incidents and requests on first contact.
• Assume  primary  responsibility and  provide specializedsupportfor  IT  customer  support  to  External Offices by acting as point  of contact with external office users when troubleshooting miscellaneous hardware and/or software incidents;
• Whenever required, ensure that additional technical analysis is carried out and propose longer-term solutions;
• Support in the setup of new external offices;
• Support and implement network and computing systems in the Institution's existing external offices and the wide area network (WAN) connecting these offices;
• Provide IT equipment for the new offices;
• Ensure that all solutions are designed and implemented in line with internal standards and respecting the best practice, security recommendations and industry standards;
• Conduct   and/or   participate   in   the   identification,   technical   evaluation,   testing,   validation   and implementation of new products and emerging technologies to meet and anticipate the external office user’s requirements;
• Supervise  and  carry  out  the  installation,  maintenance,  inventory  and  operation  of  both  network equipment and computing systems in the external offices, including the appropriate procedures and documentation whenever necessary;
• Implement the security guidelines and policies recommended by the IT Security Unit and the results of internal and external audits;
• Undertake regular visits for each office to make sure that installation, maintenance and inventory tasks are completed in a timely manner (as instructed by the Institution);
• Help External Offices users to solve External Offices specific IT incidents;
• Manage the IT equipment in External Offices;
• Send and configure External Offices in policy or out of policy devices;
• Monitor the External Offices Networks equipment;
• Train users to use the External Offices IT devices and services;
• Manage Telephony systems if present (Connection and configuration of Alcatel phones);
• Manage the printers in External Offices;
• Provide video conferencing support to External Offices users;
• Configure and manage mobile devices;
• Provide solutions or workarounds when a problem is identified;
• Provide IMACD support for external offices;
• Perform configuration changes on network equipment

In return, we offer a friendly, supportive and professional environment that respects your work/life balance and ultimately contributes to the delivery of public services in Belgium and around the world.

Successful Candidate

TECHNICAL AND SPECIFIC SKILLS /  EXPERIENCE 

Agents shall possess the following base skills and experience:

• Experience with MS Office Suite;
• Experience with Microsoft OS (Windows 10);
• Expertise in mobile devices and mobile phone services;
• Problem solving skills and have attention to detail;
• Knowledge of ticketing and CMDB tools;
• Understanding of networking and networking protocols;
• Customer focussed,  flexible and stress resilient.
• Ability to thrive in a fast-paced dynamic environment and a good work ethic;
• Experience in troubleshooting PCs/Laptops/Tablets, VPN, etc.;
• Good spoken and written interpersonal, communication and presentation skills.
• Good knowledge of WAN,Ethernet and Wi-Fi networks standards;
• Knowledge of VoIP telephony environments;
• Experience in installing routers, switches and with patching cable.

EXPERIENCE REQUIRED : 

• Junior: minimum 1 year of relevant experience for the respective role;
• Standard: minimum 3 years of relevant experience for the respective role;
• Senior: minimum 7 years of relevant experience for the respective role;
• Team Leader: Senior level (see above), including both operational and management experience

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Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. 

Data Protection:

When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.

You may submit a written request revoking your consent to this agreement at any time.

About the Company

Why should you join Serco ?

At Serco not only is the nature of the work we do important, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work.

What we offer

• Chance to contribute to innovation in the public services sector
• A company passionate about diversity and inclusion
• Permanent employment with comprehensive Serco Benefits package.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play when managing complex public services.  

We are a team of 60,000 people responsible for delivering essential public services around the world, we are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply

Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.