IT Recruitment Success: The Path to Engaging a Top-tier Help Desk Engineer

As of now, we are pleased to report that the candidate has been performing exceptionally well and has even achieved notable successes in his career.
About Client
Country: Belgium
Industry: 3D Printing / Additive Manufacturing

Materialise is a pioneering and leading company in the field of 3D printing, also known as additive manufacturing.
Founded in 1990 and headquartered in Leuven, Belgium, the company’s services and software solutions are used across a range of industries, including healthcare, automotive, aerospace, art and design, and consumer goods.
Materialise has a unique end-to-end approach, spanning from software development to manufacturing services, which enables it to provide innovative 3D printing solutions.

European market leader for 3D printing

232M EUR Annual revenue
2400+ Number of employees:
Partnership Goal

Our client approached us with a clear objective in mind: to hire a Help Desk Engineer who could augment their customer support efforts and contribute to the overall enhancement of their service experience.
Recognizing the critical role such a professional plays in ensuring smooth operations and customer satisfaction, they sought our expertise to find a candidate with a strong technical background, outstanding problem-solving skills, and a service-oriented mindset.
This goal signified more than just filling a vacancy – it represented their commitment to continuously improve their customer service by ensuring their users have access to reliable, friendly, and effective assistance whenever technical issues arise.

Here are some requirements for the position:

  • A minimum of five years of experience as a System Administrator / Network Administrator.
  • Experience with databases, networks (LAN, WAN)
  • At least an intermediate level of the English language.
  • Knowledge of system security and data backup/restore;
  • Ability to create scripts in Python, Perl or other programming language;
Process and result

The principal challenge in our hiring process was to find a candidate with a unique blend of strong technical skills and exceptional communication and customer service abilities, all within a constrained timeframe.
The Help Desk Engineer role necessitates not only technical expertise but also the capability to interact effectively with customers, making it a rare combination of skills to find.
Coupled with this was the time pressure – the role needed to be filled quickly to avoid any disruption in customer support.
Therefore, identifying and recruiting a suitable candidate within the time constraint presented a significant challenge.

After establishing a clear understanding of the job requirements, we embarked on our candidate search.
Our recruitment strategy leveraged two key resources: our agency’s internal database, a treasure trove of candidates cultivated over 15 years of operation, and LinkedIn, a widely-used professional networking platform.
Out of over a 100 resumes reviewed, we identified 7 promising candidates for the technical interview phase.

In these technical interviews, we assessed each candidate’s skills and asked pointed questions about their experiences and abilities relevant to the Help Desk Engineer role. From this rigorous evaluation, two standout candidates emerged, progressing to the next stage – a meeting with Materialise’s HR team.

The HR interview was an opportunity to probe their communication skills, social aptitude, and teamwork abilities.
After this stage, a front-runner emerged, ready for the final hurdle – a discussion with the head of the IT department.
This last step allowed the department head to delve into the role’s specifics, acquaint the candidate with the company’s products, and assess the candidate’s fit within the department.

Impressed by the candidate’s experience, curiosity, and capabilities, the IT department head extended an invitation to join the team as a Help Desk Engineer.
The candidate eagerly accepted the offer, becoming a valued addition to a company committed to caring for and improving people’s lives.
As of now, we are pleased to report that the candidate has been performing exceptionally well and has even achieved notable successes in his career.

Your work approach stands out due to your ability to establish personal connections while seeking candidates. This includes evaluating whether they meet the customer’s expectations and building rapport with customer representatives. By prioritizing personal contact, you create a foundation for successful placements and foster strong professional relationships.

Elena Antonenko

Similar Cases

Successfully closed 2D Artist position

The closed position of 2D Artist at Phoenix7 has become a successful step in the further development of the team and achievement of common goals. The partnership between our agency and Phoenix7 has proven to be very productive, allowing us to jointly find and attract a highly qualified and motivated specialist.
Learn More

Navigating Game Recruitment: A Success Story of Filling Plarium’s Game Designer Role

The Game Designer, who is geographically located in another part of the world, specifically in Finland, nevertheless expressed a desire to join the project and provide interesting solutions in the future.
Learn More

Frequently Asked Questions

Have questions? We are here to help.

Do you work only in Ukraine or offer global tech recruitment as well?

As an international IT recruitment agency, we specialize in finding and hiring technical professionals, including software developers, from around the globe. We believe that the search for talented IT personnel has no geographical limitations, and we take pleasure in identifying and recruiting the best tech talent for your business, regardless of the country in which they reside. Whether it’s Ukraine or any other region, we offer global IT recruitment services that can provide you with the right fit for your business needs.

Do you work only with large scale projects?

At our agency, we collaborate with both established enterprises and startup companies. We prioritize assisting emerging teams in their growth and development by connecting them with highly skilled and talented professionals.

How long does it take you to fill the job openings?

Our top priority is delivering high-quality service to our clients. We believe that inundating you with an overwhelming number of resumes the day after discussing a job opening is not an effective approach to achieving quality results.

However, we also understand that speed and efficiency are critical factors in the hiring process, as they can have a significant impact on business operations.

To strike a balance between quality and efficiency, our team of IT recruiters strive to deliver the best possible outcomes. We commit to presenting the most relevant candidates within four working days, and we aim to fill job openings within two weeks. This way, we can deliver fast and effective hiring solutions while maintaining our standard of quality service.

What makes you stand out among other IT recruitment agencies?

At our agency, we understand that every client and their needs are unique, and therefore, we do not rely on a one-size-fits-all approach. We take an individualized approach to every client’s situation, addressing their specific “pain points” and requirements, which leads to exceptional outcomes.

In addition, we firmly believe in the concept of partnership, working alongside our clients to achieve a common goal of recruiting talented IT staff. To achieve this, it is essential to maintain open and honest communication, be flexible, and treat each other with respect.

Our dedication to forming genuine partnerships is evident in our track record of success. By partnering only with companies that align with our values, we have been able to successfully fill 100% of the job openings we have worked on.

Where are you located?

At this moment, we have offices and representative centers in Ukraine, Poland and Romania