On-Site IT Support Engineer

Job Summary

Did you already have your first experience as an On-Site IT Support Engineer and looking to join a global organization? Are you looking for a new role that will give you the opportunity to grow further in IT? And would you like to join an aerospace company with high operating standards? Then this exciting opportunity might be a good match!

For our site in Papendrecht, we are looking for an On-Site IT Support Engineer to grow and strengthen our on-site support team. This is a position within a local team with a global reach, as you will be a member of a team which is spread across several sites worldwide. 

As On-Site IT Support Engineer, you have a customer-facing role as you are accountable for providing 1st  and 2nd line IT support to all levels of the business. You ensure all calls that are assigned to you are correctly logged and managed and you ensure among others that all requests for IT service and incidents are logged, categorized, updated and resolved. As a member of a global team, you will be assisting your colleagues on the Onsite Support locations all over the world when they need assistance with 1st line support, where you will act as 2nd line support officer. In case of high-prio incidents you will contact support teams, that are organized on a global level.
Finally, you are also responsible for adhering to IT service management processes as well as hardware and software standards are maintained in accordance with the ITIL and APQC frameworks.

What you'll do

•    Follow all HSE rules & regulations.
•    Analyzing and solving 1st and 2nd line IT Incidents related to office equipment like laptops, telephones and printers, with emphasis on hardware related issues. 
•    Work according to the Global IT KPI’s, which include ticket lifecycle management, SLA and customer satisfaction. 
•    Work as an effective member of a multi skilled global IT team demonstrating professionalism and customer focus at all times.

Besides that, you’ll have a part in the ITIL Process within the team, where you:
•    Assist with routine call trend and root cause analysis to identify recurring themes to feed into Problem Management and Continuous Improvement planning.
•    Act as Knowledge Manager within the team and take part in creating and updating knowledge articles so as to effectively identify problems and efficiently helping customers. 
•    Ensure team workload is fairly and evenly distributed amongst team members maintaining efficiency and continuity in the event of team absence.
•    Educate and guide customers on the correct processes to log issues and request IT services and ensure these processes are followed.
•    Ensure call queues are consistently monitored and potential SLA breaches are proactively identified and managed.
•    Assist in the development and implementation of best practice. Proactively identify potential improvement activities as part of a continual service improvement culture.
•    Ensure agreed improvement activities are successfully implemented and adopted by all members of the team.
•    Escalate issues and problems as you become aware of them and provide IT advice and expertise for both members of your team and customers.

What you'll bring

•    1+ years’ experience in an IT technical support team (ideally within a manufacturing environment).
•    Experience as 1st or 2nd line IT Service Desk.
•    Familiarity with working in a large multi-tiered IT support environment is a preference.
•    Relevant technical IT qualifications or equivalent experience.
•    Ability to prioritize workload and work under deadlines. 
•    Service-oriented, self-starter, driven, eager to learn. 
•    Strong communication skills and helpful. 
•    ITIL Foundation Certified (V3 or V4) would be an advantage.
•    Fluency in both Dutch and English language. 

This role expects you to be on-site at all times. You are occasionally expected (once every three months) to be on stand-by during out-of-office moments. Remote work is only (very) incidentally possible. In addition, while the role is not predominantly physical, it will entail some lifting and transporting of IT equipment as part of a routine setup and relocation tasks.

What we'll offer

We are committed to offer you a challenge but also a great opportunity to learn and grow. We want to offer you a career that can go to many directions thanks to our breadth of international opportunities. By being part of GKN Aerospace that has proven itself to be at the cutting edge of our industry, you will know that you will be working towards being the most trusted partner in the aerospace industry.
In the role of the On-Site IT Support Engineer, you will belong to a close knitted team. We will support and promote your professional and personal development.

Furthermore, we will offer you:
•    A competitive salary depending on your experience and qualifications and according to the CLA Metalektro,
•    8% holiday allowance,
•    40 paid holidays for full-time employment in line with the Collective Labor Agreement Metalektro (27 holidays and 13 ADV days),
•    An excellent pension scheme (PME) and travel allowance,
•    Profit sharing scheme,
•    A pleasant and informal working environment, in which we work together to achieve the best result for our customers.

Next to the attractive package, we will offer you a world of opportunities: we want to see your career fly! We will support your career progression by providing you with learning and development opportunities.

How to apply

Please apply online by sending us a Cover Letter and your CV. Due to data privacy reasons we do not handle any applications sent by email. For additional questions you can contact Glenn Duggert, Talent Acquisition, via glenn.duggert@fokker.com.