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Service Support Engineer

Date: 22-Mar-2019

Location: Amsterdam, NH, NL

Company: CRH

Country: Netherlands (NL) 
City:  Amsterdam 

About CRH

CRH is a leading global diversified building materials group, employing 89,000 people at 3,900 operating locations in 31 countries. With a market capitalisation of c.€20 billion, CRH is the largest building materials company in North America and the second largest worldwide. The Group has leadership positions in Europe as well as established strategic positions in the emerging economic regions of Asia and South America. CRH is committed to improving the built environment through the delivery of superior materials and products for the construction and maintenance of infrastructure, housing and commercial projects. A Fortune 500 company, CRH is listed in London and Dublin and is a constituent member of the FTSE 100 and ISEQ 20 indices. CRH’s American Depositary Shares are listed on the NYSE.

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Purpose of the role

The Service Support Engineer will provide support to the Service Support Lead to design and implement high quality operational and technical application and system support to users of O365 as part of the Collaboration Programme.  In addition to this, the Service Support Engineer will maintain and review supporting application documentation and facilitate end-user access. The role will also be responsible for generating key utilisation and incident reports to allow Programme Management accurately report on system uptake and performance metrics.


Key tasks and responsibilities

Implementation of Support Processes & Governance

  • Conducting service delivery framework assessments
  • Establishing business and IT collaborative governance structures and procedures to oversee and manage service delivery demand, performance, and risk
  • Assisting in the development and implementation of technologies and tools required to deliver services
  • Assisting in the development and implementation of consistent and repeatable processes and procedures required to deliver services

Application Utilisation & Maintenance

  • Establishing the organization to deliver effective and efficient services including training, knowledge transfer, and resource transition
  • Review documentation written/FAQ added by change champion /analysts
  • Record & maintain programme and project incidents to identify problems and highlight relevant actions to the Service Support Lead


Key stakeholders:

  • Collaboration programme Team
  • Service Support Lead
  • Business users


Key leadership competencies

  • Understanding the business processes and underlying IT applications
  • Stakeholder Management
  • Manages and develops people
  • Strategic view and capabilities
  • Customer Focus
  • Organizational Agility
  • Delegation
  • Resilience
  • Drive Results
  • Cultivate Innovation
  • Attract & Develop Talent
  • Collaboration
  • Strong self awareness / emotional intelligence


Know how & skills

  • Technical expertise in service support
  • Demonstrated critical thinking skills and experience in planning and execution of service support initiatives
  • Facilitation skills
  • Proven results in delivering creative and innovative business solutions for technology adoption
  • Experience measuring and reporting technology utilisation levels
  • Good written and oral communication skills; ability to discuss technical issues with all levels of personnel globally
  • Strong Experience in support collaboration service, specifically Office 365
  • Experience in LAN and WAN network equipment configuration and environment analysis, routing, and switching
  • Demonstrable knowledge of OSI Model, TCP/IP, DNS, DHCP & VoIP
  • Demonstrated proficiency with the following Technical Skills
    • Active Directory
    • O365 Email Infrastructure
    • SharePoint
    • Identity access management,
    • Single sign
    • User provisioning technologies
    • Okta Configuration & Installation


Education / Experience

  • University degree or equivalent in IT related discipline
  • Experience in IT Support role in large scale organisation
  • Experience of developing Service Support Processes in multi national environment
  • 2+ years working in a service support environment
  • Stakeholder management skills
  • Report Writing




Note to internal candidates: Please inform your Line and HR Manager before applying