IT SUPPORT ENGINEER

Professional Services

Woerden

WHAT DO WE DO?

Do you want to work with a strong team on creating innovative software products? Do you want your software to be used by millions of consumers? Do you want your software to be used by strong brands in the financial industry? Do you enjoy working with the latest technology? Do you enjoy to work with highly skilled software engineers and architects? Join Onegini! The world of IAM is changing. New fast growing software companies focus on consumers, mobile apps and portals. Onegini is one of those scale ups, with 250% growth numbers and customers such as Aegon, Univé, Proximus, CFG Bank, Van Lanschot, NS and many more.

The challenge many banks and insurance companies face is making sure their mobile apps and portals are user-friendly and secure. As a product company we offer them an end-to-end solution as well as high end (C)IAM consultancy services.

You will work with the latest technologies and focus on an international market. @Onegini you‘ll work in teams in which new software versions are developed using the scrum methodology. Developers, architects and operational engineers all work together in one team.

WHO ARE YOU?

You are an IT support engineer who has one main goal: Happy customers! You are not afraid to speak up about what is necessary, both to your colleagues and to our customers. You take the lead in solving issues and keep focus on our SLA’s. Of course, you make sure (y)our customers are always up-to-date. You feel responsible for your own growth and the development of the support desk. That’s why you will make sure knowledge is secured and updated. Also, it means you make sure that a degrading % of issues needs to be solved by second line support. We will support you in realizing this % degrading by teaching you on the job how things work. You are in essence capable though, and will adapt these learnings easily because of your technical background and interests.

Lastly you are fond of working with and helping people. Apart from happy customers it means your colleagues are happy with you and want to help you, even though you will be experienced as “annoying” sometimes. If you manage to achieve that quickly we can conclude you are the one we are looking for.

WHAT ARE YOUR MAIN RESPONSIBILITES?

You will:
  • keep track of all incoming support tickets on support.onegini.com and are responsible for solving those tickets within the SLA;
  • make sure the steps to reproduce are clear and explainable to your colleagues;
  • solve support tickets yourself if possible and if not,
  • make sure you know which actions are needed by whom and when and what the prerequisites and dependencies are to solve an issue;
  • get the proper colleagues involved and they will follow up your requested actions without any hesitation;
  • pro-actively communicate to our customers about the status and realistic expectations;
  • organize a call with customers, other involved parties, and the proper Onegini colleague(s) if needed to solve an issue;
  • make sure the % of issues you yourself solve instead of using a second line will grow over time;
  • interpret and execute the SLA;
  • propose and implement improvements concerning the SLA and the support processes;
  • analyze the SLA and customer satisfaction numbers and implement improvements based on your conclusions;
  • keep the customer database up to date and organized;
  • improve and maintain knowledge within the support department.

OUR IDEAL CANDIDATE:

  • Preferably HBO or higher education
  • You have 2+ years of experience as an IT support engineer or a related role
  • You preferably have knowledge of Atlassian and its software
  • You preferably have basic knowledge of Kubernetes, Linux, and Git
  • You preferably have knowledge of Office 365
  • Communicative skills are your nature
  • Helping people is making you happy
  • Your intention is to get deeply nested quickly within the Onegini organization and its customers
  • You are not afraid of confronting colleagues and customers with reality
  • You have a good knowledge of IT support processes
  • You can interact with both business level people (consultants, project managers) and technical people (architects, developers, and system administrators)
  • You thrive under pressure
  • You are an independent and flexible self-starter, and uphold the highest standards in the team’s communication and documentation
  • You are a great team player
  • You are proficient in English

WHAT WE HAVE TO OFFER?

Because Onegini has a growing customer base, you will be working in a growing team as well. This means new colleagues can be expected during time. Your team also needs to make sure our processes get scalable. As an IT Support Engineer you will be working in the Support team together with a Service Manager, a Technical Consultant, and an Incident Analyst.

You will be working within a talented company of inspired young people in an international environment.

As well as a challenging job with plenty of opportunities for personal development, we offer all the things you need to make your contribution to Onegini the best it can be! As a scaleup, Onegini has plenty of room for personal growth and will support your career development as we like our people to grow as we do.

And yes, even though some are restricted at this specific Covid-19 time, we will have some nice extras too..

  • Lunch catered on-site
  • A flat organization and politics are at a minimum
  • A fantastic work hard/play hard startup environment
  • Yearly company trips, for winter sports- and summer fanatics
  • Many inhouse competitions to join: weekly squash, daily table soccer, etc
  • The opportunity to work from any given location

The benefits of working for a great company

Apply now

Go ahead! Contact us with any questions!