Customer Support Engineer
ApplyAs a Customer Support Engineer, you’ll be the first point of contact for customers with questions or issues regarding our IT infrastructure. In this challenging and varied role, you’ll support end users of SURF’s research facilities, including the National Supercomputers as well as our cloud solution.
It’s quite possible that at any given moment, you’ll be handling five different issues at once. How do you keep track of everything and set priorities? Thanks to your strong organizational skills, you’ll handle this with ease! You’re meticulous, independent, and analytical. In addition, you’ll play an active role in the team, making sure to take advantage of opportunities to improve guidelines and procedures.
Where you will work
SURF is the ICT cooperative for Dutch education and research institutions. Together with them, we work on digital services and complex innovation challenges to improve the quality of education and research.
Working at SURF means working for a unique and open organization. You can see this in everything: the structure of the organization, the composition of the project teams, the culture in our offices, and the atmosphere among colleagues. SURF offers excellent employment conditions and takes a flexible approach to work-life balance. Employees enjoy working independently. In addition, everyone is given the space and freedom to apply and develop their talents as effectively and broadly as possible
The team you will join
Within SURF, the Advanced Solutions for Research department is responsible for data management services, such as expertise in computing power and analysis.
The Service Desk is part of Advanced Solutions for Research and carries out extensive standard changes, but also plays a major role in analyzing and resolving user inquiries.
What you will do
This role places a heavy reliance on your analytical skills. You will primarily be responsible for implementing extensive standard changes to ensure that resources are made available to end users in a timely and accurate manner. You will effectively address urgent problems, identify solutions and potential issues, and contribute to improving work processes. By resolving or escalating the problem as effectively and quickly as possible, you, as a support specialist, help the user get back on track. Of course, in addition to your colleagues on your own team, you’ll have a group of colleagues (the system consultants) available as second-line support.
Your main responsibilities include:
- Escalating tickets to second- and third-line consultants/system administrators
- Answering users’ questions in English and Dutch regarding accounts, resources, and use of the user interface
- Creating new projects and accounts in the National Supercomputer, cloud solutions, and administrative system (via the user interface or command line)
- Resolving tickets in Jira
- Processing project and account information in the administrative system
- Creating and making resources and contracts available
- Participating in process improvement
- Writing work instructions
Your skills and experience
- MBO+ / HBO level of work and thinking
- Interest in supercomputing and/or ICT
- Excellent command of spoken and written Dutch and English
- At least 1 year of relevant work experience
- Knowledge of and experience with JIRA Service Desk software is a plus
- Knowledge of and experience with command-line tools is a plus
Prior to starting this job, a VOG must be presented
SURF takes pleasure in doing its recruitment itself; acquisition is therefore not appreciated.