Onsite Technician 1st / 2nd Level Support (m/w/d)

As an Onsite Technician at Everience, your main responsibilities will include providing 1st and 2nd level support on workstations and mobility devices, managing assistive actions for hardware and software incidents, and ensuring customer satisfaction through excellent service. You'll also handle installations, removals, and monitor the production environment with a focus on improving procedures.

To be eligible for the Onsite Technician position at Everience, you should possess at least 3 years of experience in onsite support and customer care. A good technical knowledge of the Windows environment and familiarity with tools such as Microsoft Office 2016 and 365 is essential. Additionally, strong interpersonal skills and a capacity for adapting to a professional setting are key.

Yes, prior IT support experience is a requirement for the Onsite Technician role at Everience. Candidates should have at least 3 years of experience in a large enterprise environment, where they've developed essential skills in incident and request processing, ideally with familiarity in ITIL practices.

For the Onsite Technician role at Everience, fluency in English and Dutch is required. Proficiency in French is considered a plus, which will enhance your ability to communicate with a diverse clientele and support a wider range of users.

To be successful as an Onsite Technician at Everience, you should have excellent customer service skills, strong listening and analytical abilities, and a pragmatic approach to problem-solving. Being organized, motivated to learn, and having a team spirit will also significantly contribute to your effectiveness in this role.

It's crucial to remain calm and patient. Start by listening to the user’s concerns attentively, validating their feelings, and then calmly explain the steps you will take to address their issues. Ensure you communicate clearly and keep them updated throughout the process.

Share a specific example using the STAR method (Situation, Task, Action, Result). Describe the context, what the responsibilities involved were, the actions you took to resolve the issue, and the positive outcome that resulted from your efforts.

Mention specific tools if you have used them, such as Jira, ServiceNow, or Zendesk. Explain how you utilized these tools for ticket logging, monitoring, and reporting to effectively manage incidents and requests.

Explain your approach, emphasizing criteria such as urgency, impact on business operations, and deadlines. You could cite experiences that required you to balance competing priorities while ensuring all tickets were handled efficiently.

Detail your knowledge of Apple devices, such as iPads and iPhones. Discuss any experience you have with troubleshooting common issues and how to assist users with Apple software or application problems.

Talk about strategies like proactive communication, follow-up after resolving issues, and gathering feedback. Emphasize the importance of making the user feel valued and ensuring their concerns are addressed.

Discuss your commitment to continuous learning through attending workshops, taking online courses, and keeping up with industry trends by reading relevant publications or joining professional groups.

Use the STAR method to frame your answer. Explain the situation, the specific process you identified for improvement, the actions you took, and how these changes benefited the team or end-users.

Emphasize your understanding of IT compliance standards and policies. Share your experienced approach, such as reviewing documentation regularly and participating in compliance training to ensure adherence.

Discuss your method for dealing with such situations, such as conducting thorough research, leveraging resources like internal knowledge bases, collaborating with colleagues, or escalating the issue when appropriate.