Field-IT Engineer Gent

Our BPT Service Delivery team is looking for a skilled and motivated Field-IT Engineer for our production site in Ghent. As On-Site Support Engineer you are a part of a NEBU (Northern European Business Unit) Field-IT team of 8 internal people in combination with an external support partner, spread over all the Northern European countries (Belgium, Luxemburg, The Netherlands, Norway, Sweden and Iceland). Together with your team members, you are responsible for installing IT systems, solving malfunctions and coordinate innovations in applications and installations to ensure the efficiency and availability of the IT infrastructure and applications in the HQ’s, production and logistics sites in Belgium. Issues, problems or any IT malfunctions are raised through the helpdesk and incidents and requests are created accordingly in Service Now. As 3rd line support, after the helpdesk or the remote team of specialists is not able to solve it, you get in touch with the end-user.Your customers are mainly all end-users in the production site in Ghent, with as stakeholders the BPT Business partners and responsible managers within the business structure. You have the following responsibilities:

• Installing infrastructure and applications (PC’s, mobile devices, scanning systems, …)
• Maintain IT assets in the ServiceNow database and assure that all entries are accurate.
• Planning of maintenance and replacements (forecasts).
• Solving malfunctions.
• Evaluating if malfunctions and problems can be solved locally and if not contacting the corporate teams. Translate functional demands to technical demands for new infrastructure.
• Make sure all policies, procedures and standards relating to information and telecommunication systems are followed.
• Mapping FAQ’s (In collaboration with the end-user and own experience, being able to prevent possible future problems by creating FAQ’s. Taking initiative in creating these documents and overviews).
• Creating and updating user manuals. (Ex. Install and config instructions for all end-user devices Iphone, Ipads, laptops, other mobile devices, …. Also creating knowledge transfer documentation for the other support partners.)
• Ensure that all customers are referred to the CCEP Service Desk (helpdesk) for logging of Service Requests and Incidents.
• Ensure that all tickets have appropriate and timely updates, and that all customers are contacted on confirmation of ticket resolution.  If needed to re-assign a ticket to another group then ensure that verbal or e-mail/work note communication takes place.
• Giving Support in all kind of ongoing and future projects in BPT.
• Lifecycle of end user devices and physical asset management.
• Hands & eye support for remote teams as you are providing on site activities for support and projects.

  Relationships

• Liaise and build strong relationships across the wider CCEP BPT community and associated departments ensuring BPT Services meets the requirements.
• Work and liaise closely with all CCEP IT and related functions such as Telecom-, network- and server team(s).
• Build up a good relationship with the internal and external key stakeholders, such as business partner, local site leadership, support partners, …

 Continuous Improvement

• Drive an environment within BPT Services focused on the continuous improvement BPT Services processes and customer service

 Profile:

• You have a bachelor’s degree in IT and experience in a supporting IT role (2nd/3rd line) in a production or logistics environment.
• Minimum of 3 years progressive experience in fast moving, multi-national operational environment with a strong client service orientation
• At least 2-3 years of experience providing support for hardware and software in a networked environment.
• You combine strong communications skills with an open and driven personality in combination with the ability to work independently with good time management skills.
• You are flexible and available, with no issues traveling to other sites if your help is needed there.
• You know how to prioritize, are proactive, pragmatic, firm and consistent. Your customer focus is your main strength.
• You have strong analytical and diagnostical skills and ability to solve complex problems.
• You have technical knowledge of Windows (10-11), IOS and Apple hardware, MS Office, internet browsers, network printers, Cisco network equipment, Active Directory, MS SCCM, MS Intune, SAP, TCP/IP routing and switching, IPT (Cisco CallManager & UCaaS).
• You understand that Cyber Security is important and you contribute to a safe BPT environment.
• Having knowledge of ITIL and ServiceNow is an advantage.
• Setting up and support of video conferences using technologies such as MS teams, …
• You will be based in our production facility in Ghent.
• An experience in a factory or warehouse is an advantage.
• Language : NL, fluent English, French is an advantage.