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Service desk Specialist

Wabtec has several locations around the world with more than 30000 computers, server, printers and other devices in use.

To support all these locations there are 10 IT support team with employees located throughout the world.

You will be part of the Service Desk France support team.

The Service desk France has employees in the Netherlands and France.

We are looking for a Service desk employee to be located in Ede, (office of our Wabtec business unit). This employee will work with a team providing primary support to their home location but also providing support, in concert with the regional team, for other locations in France, Belgium and North Africa.

Goal of the job

The Service Desk Employee will use critical thinking and standard operating procedures to perform IT support activities and resolve issues to ensure effective and timely resolution of tickets in a Microsoft standardized organization. This position ensures the integrity and reliability of the client computing environment and provides first and second level support in all technology related issues. Responsibilities includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, related equipment and software while ensuring optimal workstation performance.  They will work with other groups and in particular the Client System Administrators to provide the necessary support to resolve client and site issues. As we are a Global company, we could ask you to travel to location for local support or to support during integration of new companies.

Description of tasks and duties

  • IT helpdesk support to several Wabtec sites in the Service desk France area.
  • Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
  • Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
  • Install, configure, test, maintain IP phones (Skype phone system)
  • Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
  • Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
  • Accurately document instances of hardware failure, repair, installation, and removal.
  • Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase.
  • Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
  • Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
  • Support development and implementation of new computer projects and new hardware installations.
  • If necessary, work with third-party support and PC equipment vendors.
  • Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Objectives (SLOs).
  • Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk Knowledge base system. 
  • Perform tasks related to client support in acquisitions integrations
  • Administer and support current Anti-virus and SCCM implementations to ensure the security of client systems.
  • Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
  • Perform application compatibility and load testing to ensure the stability and performance of workstation images.
  • Creation, testing and maintenance of client application distribution procedures.
  • Obtain approval and purchase hardware and software as required or requested.
  • Assist in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.

Job characteristics

QualificationsEducation and Experience
  • Excellent technical knowledge of computer hardware
  • Working technical knowledge of current network protocols, operating systems, and standards.
  • Able to read and understand technical manuals, standard operating procedures, and OEM guides.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Hands-on hardware troubleshooting experience.
  • Experience in conducting research into PC issues and products as required.
  • Experience in operating tools, components, and peripheral accessories.
  • AD user management
  • SCCM
  • Office 365 management

Skills

  • Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly. 
  • Analytical and reasoning ability for solving problems and good judgment for complex decision-making.
  • Capable of planning and organizing work and processes; ability to self-direct multiple projects and meet deadlines.
  • Ability to cooperate and interpersonal skills to work effectively as a team member.
  • Quality orientation.
  • Motivation to provide excellent internal and external customer service
  • Ability to present ideas in user-friendly language.
  • Prepared to be stationed abroad during projects
  • Among technical skills also personal skill to be able to patiently solve problems through long distance contact
  • You “represent” Wabtec

Education/ Experience

  • Associates technical degree (2-years) in discipline appropriate to position with no experience or 2 years of equivalent experience.

Wabtec offers

  • a job in an enthusiastic and motivated team, were initiative will be encouraged
  • good conditions of employment
  • Located in the Ede office.

For more information about this job, you can contact Christian Cado, +33 760272955 or christian.cado@Wabtec.com. Applications can be sent to Wabtec Netherlands B;V, Human Resource Department, Darwinstraat 10 6718 XR EDE, Netherlands or WNL_HR@Wabtec.com .


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