Omnicell, Inc. Senior Technical Helpdesk Engineer - Netherlands or Belgium or Italy in Brussels - Belgium, Belgium

Senior Technical Helpdesk Engineer - Netherlands or Belgium or Italy

Description

Senior Technical Helpdesk Engineer

The Senior Technical Helpdesk Engineer is responsible for providing complex technical support to our customers. They are responsible for troubleshooting and resolving more complex or time consuming issues related to mechanical failures, computer hardware failures, software failures and user issues. The ability to determine the root cause of problems requires mechanical, hardware and software knowledge. The analyst must exercise independent judgment to determine the source of the problem and the most appropriate way to resolve in a timely fashion.

KEY RESPONSIBILITIES: (List essential responsibilities and duties)

  • Provide support for case escalations typically transferred from the Customer Support Analysts (HelpDesk first level analysts or FSEs)

  • Ability to troubleshoot and resolve complex issues in relation but not limited to hardware, software, and limited database issues

  • Provide high level support, guidance and assistance for the customer support analysts (HelpDesk first level analysts or FSEs) during complex issues or escalations

  • Assume responsibilities of shift lead when a supervisor is not available

  • Properly document all customer interactions and troubleshooting actions into the department’s case tracking system. Manage open cases to ensure appropriate resolution time using time-management skills

  • Utilize the department’s knowledge base to determine proper troubleshooting course of action. Communicate technical issues and resolutions to team together with the director of technical support

  • Proactively identify trends at customer sites with respect to hardware and software

  • Practice professional telephone etiquette

  • Other duties as assigned

MINIMUM JOB REQUIREMENTS:

Education/Training:

  • Associate’s degree or Bachelor’s degree in Computer Technology or a related field strongly preferred.

  • Extensive, equivalent experience may be substituted for a degree.

Business Experience:

  • Minimum of two years related experience, a minimum of one of which is in a customer service environment.

  • Prefer one year experience with Aesynt/Health Robotics products

Specialized Knowledge/Skills:

  • Knowledge of Microsoft Windows operating systems, advanced networking, and SQL skills required

  • Positive, professional demeanor and presentation in all internal and client interactions

  • Excellent written and oral communication skills

  • Ability to speak Italian, English and French, Dutch or German preferred

  • Experience in coaching and providing guidance to employees

  • Ability to balancing multiple priorities

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.