Technical Support Engineer

Customer Service · Volunteer · Den Haag, Nederland · Remote possible

Job description

Job type: Internship/volunteer

Description

We are looking for enthusiastic helpdesk employees. As a technical helpdesk employee, you will be working in the Helpdesk team. Together with other volunteers, you offer technical, ICT-related, and operational support to your fellow volunteers, management team, board, and directors of the DIVD.academy.

Technical Support Engineer Responsibilities:

  • You will help the various volunteers and or target groups with solving technical problems and questions in the field of ICT.
  • You will do this by phone, chat, email, remote support, and or video conferencing.
  • You help volunteers by answering technical and operational questions.
  • Where possible, you solve problems yourself or you refer them to the various specialists within our organization.
  • Together with other volunteers, you will ensure that our helpdesk is available.
  • You take care of the support and planning of activities.
  • You organize part of the process of issuing and receiving managed devices.
  • You keep track of the status of all activities via ticket systems and planning and support tools.
  • If necessary, you will develop new procedures to improve the quality.

Technical Support Engineer Requirements:

  • We believe that motivation is more important than knowledge and skills.
  • Experience with ICT services, experience on a helpdesk is a plus.
  • A feeling for and love of computers, gadgets, electronics, etc. is a must.
  • Affinity with processes such as ITIL is preferred. The focus is on incidents, problems, and changes.
  • However, keeping good records is a MUST!

Nice to have:

  • Finished MBO 4 education / technical ICT training or demonstrable experience (thinking/working level) with additional knowledge in the Technical ICT training field;
  • You are familiar with the concepts of virtualization such as the difference between type 1 and type 2 and the concept around Docker and LXC containers.
  • The Linux shell has a few secrets for you, but when things get complicated you know your way around and ask the Linux team for support.
  • During a network disruption, you dive into the systems and know with the help of ping, traceroute, nslookup and/or other tools to point out the problem in the configuration of a NIC, VLAN, DNS, or source/destination NAT. You will share your findings with our Network team if necessary.

Varied work

As you can read, this position is very diverse and offers you various opportunities to grow your technical expertise. Because of the diversity of the group of people we support with the helpdesk, you have a lot of variety. More so than when, for example, you provide technical support via a call center at a telecom provider. That is why we expect you to be able to switch easily.

Competencies:

  • Customer-oriented thinking
  • Result and solution-oriented working
  • Accurate
  • Flexible
  • Independent
  • Analytical

Our websites:

  • [https://DIVD.academy]
  • [https://DIVD.club]

Development

We believe that you develop best when you are doing something you enjoy and at which you are good. Depending on your knowledge and interests, we will work with you to see how we can help you further in the direction in which you would like to develop and/or specialize within DIVD.academy.

What do we offer

Wherever your personal goal is to make your routine as a volunteer impactful, enjoyable, exciting, and comfortable, you can choose if you want to work remotely or from our office in the Netherlands. You'll receive a set of benefits to improve your work experience. They include a flexible schedule, multicultural environment with colleagues in the Netherlands, a vibrant and dynamic organizational culture, and free access to our online learning platform as you help build a safer internet.

Peers

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Teams you will join