Job Title: ICT Service Support Agent
Duration: 22/05/2025 22/05/2026
Location: 2800 Mechelen, Belgium (Hybrid)
Language: Dutch
Job Description
As an ICT Service Support Agent, you will be responsible for operating various applications within the Geographical domain (GIS) and the Clients asset applications and technical databases (AM). Your role encompasses incident management, problem management, change & release process, and configuration management, ensuring smooth functionality and support for users.
Key Responsibilities
* Second line support for technical issues
* Ticket management as part of the incident management process
* Change & release management (including weekend go lives)
* Technical support for end users, including:
* Assistance with poorly installed software
* Resolving missing permissions issues
* Answering configuration and user interface queries
* Incident diagnosis, addressing issues related to servers, databases, and networks, and ensuring swift resolution
* Active participation in problem solving teams
* Creation of service desk scripts for streamlined support
* Updating and maintaining the knowledge database
* CMDB maintenance, aligned with the Configuration Management Plan
Required Knowledge & Skills
To excel in this role, you should possess:
* Experience in providing technical support
* Strong analytical skills and an eagerness to learn
* A customer oriented mindset with a sense of responsibility
* Solution oriented thinking with persistence in problem solving
* Ability to work effectively within a team
Technical Competencies (Minimum 1 year of experience required in each):
* ICT support experience in a professional environment
* Relational database management (Oracle, SQL, and PL/SQL)
* User support experience
* Data modeling expertise
Skills
* Proven experience with ESRI software, ArcGIS Pro, and ArcGIS Server
* Demonstrable experience with GIS systems
* Knowledge of Jira and Confluence
* Data Modeling