Are you our new
Managed Service
& Support Expert?

Join our team of professionals.

We are looking for highly skilled, service minded Support experts to expand our Managed Services & Support team in Aruba, Bonaire and Curaçao. Someone who wants to engage with our customers and is willing to go the extra mile!

Place in the organization 
The Delivery unit is mainly responsible for the provisioning of high-quality IT services to NetPro clients in the Caribbean region, aiming on creating long-term relationships by being responsive and relevant and by consistently delivering value.

The Delivery unit is divided in two divisions:   
• Managed Services & Support (MS&S)  
• Projects   

The Managed Services & Support Engineer is part of the Managed Services & Support department.

Contribution to the organization 
The Managed Services & Support Expert holds a more mature role within the MS&S team, primarily responsible for the daily operations and the more time consuming/uncommon or escalated items. He or she adds value by maintaining an excellent client relationship and by sharing knowledge with the more junior team members. 

Interested?
Please mail us

If you wish to apply for this job?
Please send us an e-mail

Job description

Key Responsibilities & Competencies

  • Pro-actively review customer IT environment within the scope of the Service and pro-actively maintain, optimize and/or advise on changes
  • Conduct remote/on-site troubleshooting
  • After identifying the issue, proactively contact and guide end users through the required steps to resolution or escalate to 3rd line support when necessary
  • Provide 2nd line support onsite or remotely to ensure incident(s), service request(s) and problems are resolved in a timely manner (work to SLA thresholds)
  • Systems & Performance monitoring, trend Analysis and Problem management
  • Review of Services, Patching and Security
  • Pro-actively work with the Service Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented
  • Prioritize and manage workload effectively, managing several open Incidents/Problems and mini projects simultaneously
  • Update the ticketing system, ensuring calls are logged and all notes, progress and required actions are updated promptly and accurately
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team
  • All that can be reasonably expected within the scope of the position

Accountability
Being accountable and passing on accountability for one's own actions and those of colleagues and the organization.

Focus on Quality
Setting high quality standards and striving for continuous improvement and quality assurance.

Insight
Having and gaining insight into situations, problems and processes. Deconstructing problems and systematically investigating the various components. Having a complete picture of the context and overview of the whole problem.

Need to Achieve
The need to set high standards for one’s own performance, to show dissatisfaction with average achievements.

Result-Orientedness
The ability to take direct action in order to attain or exceed objectives.

Workmanship
Being accountable and passing on accountability for one's own actions and those of colleagues and the organization.

Requirements & Offer

  • Academic background

  • 5+ years of experience in similar job and/or 8+ years in ICT

  • Certifications and experience in Microsoft (Cloud) technology (Azure/O365/Windows Server)

  • Certifications and experience in Firewall technology

  • Knowledge of networking and security solutions is a pre

  • Fluent in English and Dutch, Papiamentu and Spanish are a pre

  • All tools that are necessary for this job
  • Education and personal development
  • A great work environment
  • Opportunities to grow within the company
  • Salary according to experience
Interested?
Please mail us

If you wish to apply for this job?
Please send us an e-mail