IT Remote Engineer (NL)

Six Star Global

Six Star Global is the leading Hospitality IT Partner. Operating across the globe to provide professional and managed services, support and hospitality technologies and applications to the hospitality industry. We are an equal opportunities employer. We value people as individuals with diverse opinions, cultures, lifestyles and circumstances. We will actively support diversity, equity and inclusion and ensure that our workforce is valued and treated with dignity and respect.

Ideal Candidate:

Strong communication and conversational and written skills In Dutch and English with previous experience working within the IT Hospitality Industry, providing client support on-site and remotely. Has broad experience with a range of hardware and software, able to provide general support over various operating systems/devices.

Flexible Home and office-based engineer with periods of extensive travel

What We Want from You:

A flexible team-focused individual who can also work independently.

You'll be a good communicator, methodical in your work practices and have high expectations of yourself and others. Who enjoys interacting with clients and colleagues whilst providing excellent levels of service.

You'll demonstrate your passion by taking pride in your work.

Position Requirements:

Key Accountabilities:

• To provide second-line technical support to internal customers, assisting them with hardware and application problems by phone, email, and face-to-face. To escalate complex queries to the relevant team member or external support provider for resolution when necessary.
• To deal with requests for user support from the helpdesk and ensure an efficient, customer-focused response is provided and a high quality of customer service is maintained.
• Ensure that support calls are logged on the helpdesk system and resolved within SLA.
• To deal with requests for user support from the helpdesk and ensure an efficient, customer-focused response is provided and a high quality of customer service is maintained.
• Produce and maintain technical processes, training documentation, and knowledge base articles for our systems
• Resolving incidents, requests, and problems and identifying trends with support from the service teams
• Proactively monitor alerts across various systems to identify problems and bottlenecks and take appropriate action.
• Ensure KPIs are met, service level agreements and operational level agreements are achieved

Must-Have:

• Minimum 5 years experience in a software & hardware support role
• Strong troubleshooting skills with a methodical approach
• Good working knowledge of Microsoft Operating Systems, including Desktop & Server systems.
• Strong Active Directory, File & Folder Permission Management skills.
• Firewall management & troubleshooting experience/knowledge (WatchGuard, Meraki, SonicWall, PaloAlto)
• Networking experience and understanding of Switch configuration/management, WAN, LAN, VLAN, DHCP and DNS
• Experience with Virtual server installation, configuration and architecture (ESXi, Hyper-V)
• Microsoft Office 365 administration and security compliance knowledge
• Fluent in spoken & written English

Desirable:

• ITIL Experience
• Experience working with the hospitality industry
• Property Management Systems - ideally OPERA, OnQ, Guestline & Brilliant
• SCCM / Deployment technologies experience
• Cloud Technologies (Microsoft Azure, Amazon AWS)
• Experience in Mobile Device Management (MDM)
• Additional languages would be an advantage but not an essential
• Microsoft or Networking Qualifications
• Experience with RMM tools such as Solarwinds N-Able, ConnectWise Automate and ScreenConnect

Travel:

• Whilst primarily working remotely, this is not limited to your home location. Travel will be a part of this role, limited to up to 50% of your working time and may include global projects.

Additional Requirements:
Be part of the on-call escalation rota (Out of hours at weekends and between 7 am and 7 pm on weekdays).

8 Hours per day (including 1 hour paid lunch) between 7 am and 7 pm.

About Us!
Six Star Global is the leading Hospitality IT Partner. Operating across the globe to provide professional and managed services, support and hospitality technologies and applications to the hospitality industry. We are an equal opportunities employer.
We value people as individuals with diverse opinions, cultures, lifestyles and circumstances. We will actively support diversity, equity and inclusion and ensure our workforce is valued and treated with dignity and respect. Six Star Global offer an excellent employee benefits package, including but not limited to the following:

Benefits:

• Flexible Working
• 35 days paid leave
• 24 weeks maternity leave
• 12 weeks of paternity leave
• Unlimited paid leave once you have been with us for two years.

Note: This description is not intended to establish a total definition of the job but an outline of the duties.