IT SUPPORT ENGINEER

JOB OUTLINE:
Based: Geel (Belgium) - Hybrid Working: at least 3 days a week on site. Applicants must be able to commute to the office and be based close enough to respond quickly in case of an emergency during a planned home working day.
Reports to: EU IT Support and Infrastructure Manager

THE COMPANY:
Roland Europe Group Ltd
Roland is a world leader in the design, manufacture and distribution of electronic musical instruments including; keyboards & synthesisers, guitar products, electronic percussion kits, digital recording equipment, amplifiers and audio processing devices. You'll be part of a dynamic team, where we believe in kindness, support, acceptance, and hard work and try to provide room for personal development for everyone.

At Roland, you will find a friendly, down-to-earth atmosphere. You'll work for a company with global activities, but it doesn't feel corporate. We are always looking for colleagues who have an enthusiastic, positive and driven personality. People who are eager to further develop and challenge themselves. If you also have a passion for Roland, our products or music in general, you might just be our perfect match.

THE POSITION:
ROLE PURPOSE:

• You are the first point of contact between the business and the broader IT department

• You will register, manage and resolve/escalate IT incidents for all our European employees

• You will process IT requests such as setting up laptops and phones or creating/ altering user access to all different internal applications.

• You will assist your colleagues with larger problems and projects in order to drive them to a collaborative success

• You will report to the European IT Support & Infrastructure Coordinator

ROLE ACCOUNTABILITIES:
European Helpdesk:

• Logging, responding and resolving helpdesk tickets within agreed SLA times.

• User training on OS, O365 and application usage

• Timely escalation of issues to other members of the support team or external parties

• Troubleshooting hardware & software, networking, database, mobile device and telephony issues both remotely and on-site where possible.

• Follow-up with external parties

• Actioning Joiners/leavers according to European user access management policy and SLA

• Setting and maintaining the standard for IT across Europe

IT Administration:

• Asset Management & Record Maintenance

• Regular stocktaking and reordering of IT assets and smaller office peripherals.

• Local SU backup management

• PBX administration and management

• License Auditing & Administration

• Infrastructure and OS update/upgrade management and preparation (in accordance with partners)

• J-SOX checks and auditing support

IT Project support:

• Deliver support for infrastructure and application projects.

EXPERIENCE, SKILLS & QUALIFICATIONS REQUIRED:

• You have a large interest in IT – you spend your spare time playing with technology.

• You are eager to learn IT skills and want to increase your knowledge about OS’s, hard- and software and other innovative applications

• You know what concepts like “virtualization”, “cloud computing”, “web servers”, “RDBMS”, “BI” and “ITIL” are or you are curious to get to know these

• You have affinity with IT infrastructure such as networking, firewalls, storage, servers, ...

• You have a solid knowledge of Microsoft Office applications

• You are customer focused and it brings you satisfaction to help others

• You are a skilled communicator both written and in a face to face context. You understand that the way you approach others has a significant impact.

• You are accurate and consistent when doing administration and creating documentation

• You are an enthusiastic, passionate, self-motivating and self-educationing team player.

• You are a creative problem solver and focused on installing long term solutions which allow us to work more efficient and avoid recurring issues.

• Main language is English – any other language is a plus

Advantages:

• Experience in help-, support- or service-desk

• Experience in managing IT Infrastructure

• Being a musician and understanding the musical instrument business

THE PACKAGE:

• Competitive benefits package