IT End User Computing Engineer

The IT User Support representative is a member of the Global Support Team and provides IT support largely for the Crocs Distribution Center, while being available to assist other regions.

This role will focus on providing front-line Operations by responding to incidents and requests reported by users. Support includes, but is not limited to, documenting all relevant information in the system of record; troubleshooting the issue within the parameters of ITIL frameworks, ITSM processes and best practice; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative, and delivering the highest level of customer service.

Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.

In this role you'll be working in an environment that is operational 7 days a week, 18 hours per day. This role is therefore being executed in weekly rotating shifts. For more details about this, please see below under 'working hours / shifts'.

What will you do?

Key Accountability 1:

• Provide superior Customer Service and IT Support
• Promptly respond to incidents and service requests

Key Accountability 2:

• Document, track, and troubleshoot incidents while ensuring timely resolution, or proper routing for escalation as needed
• Configure/Maintain A/V equipment and rooms
• Stay engaged on meetings requiring AV support start to end

Key Accountability 3:

• Follow all established support procedures and participate in the development of new procedures
• User Account Provisioning/De-provisioning
• Provide troubleshooting and support of retail systems.

Key Accountability 4:

• Work with external vendors or MSP’s to report, escalate and manage incidents when needed
• Create and maintain knowledge articles for use by the Global Support Team and Users
• Create, distribute and maintain administrative and system documentation, user guides
• Provide technology training for Users

Who are you?

Minimum Education:

• Associates degree in Computer Science, Mathematics, Business or equivalent work experience and certifications (e.g A+, Security +, Network+)

Minimum Experience:

• 2-3 years of broad Customer Service and Technology experience in a global company (retail company a plus)
• 2-3 years desk side support
• Experience with Active Directory
• Experience with Audio Video Systems (Teams, Zoom, WebEx)
• Experience with Remote Desktop Services
• Must have proven experience supporting the following:
• Windows 10, OS X, iOS and Android. Office 365 suite, including OneDrive, Teams Chat, Teams Phone System and VPN Solutions

Knowledge, Skills & Abilities:

• Must be available for weekend work, early morning, and late evening shifts, including holidays
• Exceptional customer service orientation with strong problem-solving ability
• Excellent communication, presentation, and interpersonal skills
• Ability to maintain high level of confidentiality
• Ability to prioritize and execute multiple initiatives, as a team player, in a collaborative and fast-paced environment
• Demonstrate strong technical abilities and decision-making skills
• Highly motivated self-starter with a strong “Sense of Urgency”
• ITIL v3 or v4 Certification a plus
• Working knowledge of PC hardware, printers, software, and peripherals
• Knowledge of Microsoft Operating Systems and Applications
• Retail experience and POS experience a plus
• Basic understanding of networking technologies and protocols such as TCP/IP, DNS, DHCP
• Windows server basics (print server options / account resets)
• Basic networking (VPN/VLAN/WIFI) knowledge
• Knowledge of Mobile Device Management
• Able to coordinate with vendors to fix above tier issues and escalations
• Familiarity with warehouse technologies (WMS, Zebra Printers, Scan Guns)
• Due to the location of our Dordrecht DC you need to be in the possession of your own car.
• Due to the on call support you need to be located max. 30 minutes from the Dordrecht DC.

Working hours / shifts:

• The team consists of 3 people who work in 3 rotating shifts
• Shift 1: Monday - Friday 6.00-15.00 (including 1 hour break)
• Shift 2: Monday - Friday 14.00-23.00 (including 1 hour break)
• Shift 3: Sunday - Thursday 10.00-19.00 (including 1 hour break)
• The rotation schedule of these shifts will be: Shift 2, Shift 1, Shift 3 etc.
• The team also works with on call support outside of shift hours
• Once every 3 weeks you'll have an on call duty on Saturday 6.00-24.00 and on Sunday 6.00-10.00 and 19.00-24.00.
• The on call allowance is 250 euro gross per on call-week and during these hours you need to be available to support the DC if needed and also be able to reach the DC within 30 minutes.
• Should you get a call and provide immediate support, then the working hours (including travel time to the DC and reverse) will be paid out as overtime (125%).
• Also Travel costs will be reimbursed at 0,19 cent per KM if you live further than 15 KM from the DC, up to a maximum of 50 KM for a single trip.

What do we offer?

• A job within an unique and fast growing global brand;
• 40 hours per week at the Dordrecht DC, a fair salary, good pension arrangement and a bonus opportunity;
• Fun work place, innovating working environment;
• 25 paid holidays;
• 50% discount on the most comfortable shoes in the world;
• A healthy work environment with discount on your gym membership;
• Our great training curriculum with in-person sessions and a global eLearning platform offers you a lot of room for personal growth to get a little bit better every day;
• And so much more!