Customer Support Engineer

Customer Support Engineer

N-SIDE

Louvain-La-Neuve, Belgium

As a Customer Support Engineer, you will be providing technical support to end-users of our Life Sciences applications as well as managing the service desk, handling user inquiries, and resolving technical issues with the help of our development teams.

What you'll do:

• Incident Management: Monitor, identify, and troubleshoot IT incidents, ensuring swift resolution while documenting issues and solutions. You'll work to minimize disruptions to operations, contribute to product development and evolution through incidents as well as maintaining a knowledge base to enhance problem-solving in the future.
• Service Desk Management: You will be responsible for maintaining a high level of customer satisfaction through the design and implementation of new service desk offerings while maintaining the existing ones in partnership with the business.
• Collaboration and Communication: Work closely with other IT team members and departments to improve support processes and implement new solutions. Participate in team meetings and contribute to continuous improvement discussions.
• Continuous Learning: Stay updated on emerging technologies and industry best practices, applying this knowledge to improve support services. Eagerness to learn and adapt is crucial as you grow in your role within a rapidly changing environment.

About you:

• You hold a Bachelor/Master degree or equivalent experience in Information Technology, Computer Science, or a related field.
• You demonstrate excellent verbal and written communication skills.
• You are fluent in English, other languages are a plus.
• You are customer-minded, rigorous and results-driven.
• Strong problem-solving skills and the ability to work under pressure.
• You have a great team spirit, creativity, sense of initiative and responsibility
• Basic understanding of IT systems and troubleshooting methodologies is a plus.
• Previous helpdesk or customer support experience is advantageous but not essential.
• Travel: 0 %

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