Engineering & Service Desk

The Cegeka Engineering Teams are responsible for a large shared infrastructure, but also for dedicated infrastructures, with systems from all well-known suppliers. 

Hands-on from A to Z

Clients use the services we provide for the implementation and integration of IT infrastructures, managed services, user support, desktop management, technical support and consultancy. 

We work in an international setting to ensure that we provide the highest quality of services from 1st Level Support to Architecture. 

 

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The Engineering Teams are supported by a First Line Team (our Service Desk) -the first point of contact for calls, emails and tickets (through the self-service portal and internal/customer’s ticketing tools), according to service level agreements. 

If the initial troubleshooting performed by the First Level Team does not solve the issue, the problem is further escalated to the responsible Engineering Team. 

Engineering & Service Desk jobs

Different technologies in each field

  • Cyber Security (SIEM, forensics, SOAR, Splunk, Threat intelligence, NDR)
  • Storage (HPE, IBM, Dell EMC, Brocade, NetApp,etc.)
  • Virtualisatie/Automatisering (VMWare, VSphere, Python, Powershell, HyperV,etc.)
  • Wintel (Active Directory, Windows Server, Git, Powershell, etc.)
  • Public Cloud (Microsoft Azure, IaaS, PaaS, Azure DevOps, Terraform, Powershell, CLI, etc.)
  • Communication & Collaboration (Office 365, Exchange, Teams, Skype 4 Business, Azure AD, etc.)
  • Physical Workplace (Microsoft 365, Endpoint Manager, Always-on-vpn, Defender, Bitlocker, etc.)
  • Virtual Workplace (Citrix Xenapp, Citrix Provisioning, Ivanti DesktopNow, MS App-V, MS RDS, etc.)
  • Networking & Security (LAN, WAN, F5, Cisco, Checkpoint, Fortigate, Citrix, Firewalls,etc.)
  • DBA (Database Administrator, Oracle, etc.)
  • Ops & Deploy
    •  IWS
    • Application Performance Management (APM Tools, Dynatrace, Web Application Server, Container platformen, scripting, Tomcat, Apache, Weblogic, Kubernetes, etc.)
  • Open Systems & Containers (Linux, Unix,etc.)
  • Monitoring (Zenoss, open source, Red hat, Nagios, Zabix, SCOM, Galera, Kafka, Redis, Ansible)
  • Computing/Devops (Linux, Red hat, Puppet, Continuous Integration, Continuous Delivery, Ansible, terraform, github, jenkins)
  • Backup

What makes my role so important is that I am the first filter between the customer and the engineers. I therefore think it is important to maintain good customer relations, both formal and informal.

Tom Vandenberk, IT Storage Architect

What should you expect?

  • A mix of working for our existing and new customers. In this way, you will always be stimulated to use the latest techniques and offer more value; 
  • You work in an international team - because together we are stronger (and working with others is much more fun); 
  • A versatile playing field focused on personal development and job satisfaction; 
  • Projects, both large and small, where you can really make your mark; 
  • Building sustainable, equal partnerships with clients. 

=> Within Engineering & Service Desk you can apply for one of the following positions: 

 

 

Service Desk Agent

  • First line support
  • Ambassador of Cegeka to the clients 
  • Manage different accounts, communicate by phone and e-mail, documentation, troubleshooting software, hardware and operating systems, etc. 

On Site Support Engineer

  • Combination of first & second line support, contact person for customer’s employees, maintenance of the workplace environment, document troubleshooting, etc.

Support Engineer

  • Expert and go-to person in a particular field (continuous training provided) 
  • Manage the environment of one or more clients, ensure the continuity of the platforms, troubleshoot second line, come up with optimization ideas, document solutions, etc. 

System Engineer

  • Expert and go-to person in a particular field (continuous training provided) 
  • Design and implement innovations at the customer on a project basis, 3rd line troubleshooting of the most complex issues, supporting (presales) architects, cooperating on or leading migration projects, co-devising best practices, etc

Tim Telen started his career at Cegeka in 2015.  He already got to taste various roles within Engineering & Service Desk. Read more about his testimonial.