Within the context of the realization of an ambitious worldwide Digital Roadmap, the Tessenderlo Group global ICT department, located in Brussels, is looking for an ICT Support Engineer, to support and resolve end-user issues with hardware and software. Together with a talented team of User Support Engineers that guarantee the overall response to user inquiries, troubleshoot, diagnose problems and identify solutions with IT equipment and applications, you:

• Provide advice, training, and assistance to users, including the setting up the ICT equipment, on-site as well as remote, to resolve queries and ensure the applications are understood by the business colleagues.
• Help others to get the most out of the business application by providing support and advice.
• Produce and update best practice support, policies and procedures on a wide range of user support related topics to share knowledge with team members.
• Draft and maintain basic technical and/or user documentation to a high standard.
• Provide initial fault isolation and propose resolutions to limit and address issues promptly. Escalate to other ICT competence teams, if necessary.
• Schedule your tasks in an efficient way and, if necessary, collaborate with others in order to speed up the workflow and ensure high-priority tasks get done.
• Work together with colleagues from other ICT competence teams in global projects, such as infrastructure updates, etc., liaising with vendors, if necessary.
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing training and reading specialist media.
• Duty Support (24/7, on call every 5 weeks).

You report to the Global Service Management Office (SMO) Manager.