Join Kontoor Brands, home to iconic denim brands Wrangler® and Lee®. We design high-quality apparel that empowers self-expression. Be part of our global community of 17,000+ employees, fostering collaboration and innovation. Grow with us in our Antwerp office and shape the future!
What’s the scope? As an
IT Technical Support Analyst, you will play a vital part in delivering exceptional technical support to our users, tackling challenges related to hardware, software, and network systems. This position requires a strong blend of technical expertise and outstanding customer service skills, enabling you to resolve issues efficiently and assist users effectively. The ideal candidate will possess a solid foundational knowledge of IT systems and demonstrate a passion for growth in the field. You will take charge of the hardware refresh project as we modernize our workplace and enhance our network infrastructure. Additionally, you will collaborate with the HR department to facilitate seamless onboarding and offboarding processes for employees. Your responsibilities as our
IT Technical Support Analyst; Technical Support:
- Provide second-level support to users experiencing technical issues with hardware, software, and network connectivity.
- Troubleshoot and resolve technical problems in a timely manner, escalating complex issues to senior team members (Level 3) as necessary.
User Assistance:
- Assist users in navigating IT systems, applications, and tools, ensuring they understand how to effectively use available technology.
- Develop user documentation and training materials to enhance self-service capabilities.
Ticket Management:
- Manage and prioritize support tickets in the help desk system, ensuring timely follow-up and resolution.
- Document all interactions and resolutions to maintain an accurate knowledge base.
Collaboration:
- Work collaboratively with other IT team members to address user concerns and enhance overall service delivery.
- Participate in team meetings and contribute to process improvements and best practices.
Continuous Learning:
- Stay informed about new technologies, tools, and industry trends to enhance technical skills and service offerings.
- Seek opportunities for professional development and certifications related to IT support.
Project Management:
- Lead projects related to MWP technology and network upgrades, ensuring timely delivery and adherence to budget. (Refresh, New Hires, Network Refresh)
- Coordinate with various departments to gather requirements and assess technology needs.
Strategic Planning:
- Assist in the evaluation and selection of new technologies and tools that enhance the workplace environment.
- Stay updated on industry trends and best practices to recommend improvements.