Training and Tech Support Officer

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CLdN is a leading provider of integrated quay-to-quay and door-to-door logistics solutions. Founded in 1929, CLdN ensures reliable, cost-effective transport that links the major economic areas of Europe. With 30 ships and more than 200 sailings a week, CLdN provides shortsea connections between the European continent, the United Kingdom, Ireland, Iberia and Scandinavia and offers the lowest CO2 footprint of all Western European RoRo operators. CLdN’s cargo and multimodal services have a Europe-wide reach using CLdN’s extensive network of ships, terminals and equipment. CLdN’s 3,000 employees ensure that it fulfills its mission: to excel as an integrated provider of maritime links.   

To further support and implement our Automation and Digitalisation process, CLdN is looking for a dynamic Digital Workplace Training andTech Support.  Within this dynamic and engaging position, you will play a key role in supporting and delivering the further implementation and onboarding of the CLdN’s digital workplace.

Your role

In close collaboration with the Digital Workplace Product Owner and the IT departments, you will be in charge of the following responsibilities:

  • Develop and conduct onboarding sessions and training for the organisation, ensuring effective use of Office 365 tools as per CLdN DWP governance and guidelines.

  • Develop comprehensive training programs to educate users on Office 365 tools, used in the organisation and best practices. 

  • Assist with user onboarding and provisioning activities, including account setup, license assignment, and access management within the Microsoft 365 environment.

  • Follow up Performance Metrics by tracking key performance indicators (KPIs) to measure the success of the DWP within CLdN such as user adoption rates, productivity gains, and support ticket volumes.

  • Provide first-level technical support to end users via various channels, including phone, email, chat, or ticketing system.

  • Diagnose and troubleshoot technical issues related to Microsoft 365 services, including but not limited to Exchange Online, SharePoint Online, Teams, OneDrive, and Azure Active Directory.

  • Identify and escalate complex or unresolved issues to higher-level support teams or appropriate resources while ensuring proper documentation of the issue and steps taken for troubleshooting.

  • Collaborate with other support engineers and teams to effectively resolve customer issues and share knowledge.

  • Stay updated with the latest features, updates, and changes in Microsoft 365, and effectively communicate them to end users.

  • Contribute to the improvement of support processes and documentation, including creating and updating knowledge base articles and FAQs.

 

Your profile                                                                          

  • You have a minimum of 3 years of experience in a similar role with a focus on MS Office 365 ecosystem. 

  • You preferably hold a Bachelor’s  degree in Computer Science, Information Technology, or a related field or have a proven track record

  • You have a strong expertise in Office 365 applications: Teams, SharePoint, OneDrive, Exchange Online, Power apps, and other Office 365 tools. 

  • You have a first experience in onboarding team members and providing technical support in a customer-facing role, preferably in a help desk or support center environment.

  • You have strong troubleshooting and problem-solving skills with the ability to analyze and resolve technical issues effectively.

  • You have excellent communication skills, both verbal and written, with the ability to communicate technical concepts to non-technical users.
  • You have the ability to work independently and collaboratively in a team environment.
  • You have a Hands-on problem-solving mentality. 
  • You are fluent In  English and preferably speak Dutch; any other language is considered as an advantage. 
  • You are willing to travel occasionally to our locations in Europe.
  • You meet the requirements to obtain a legally mandatory positive security clearance for critical functions in the port.

 

Our offer 

  • A permanent contract for a multitasking position in a dynamic and international company.

  • Flexible working hours with the possibility of working from home after the induction period.

  • Extra-legal benefits: meal vouchers, hospitalization, and group insurance.

  • Salary according to qualifications and experience.

Contact

Are you interested in learning more about this position or do you want to apply? Do not hesitate to send your CV to Recruitment.BE@cldn.com with reference “Training and Tech Support Officer”.