Scope of position IT field support will provide first line support to users and troubleshooting for end-users, both remotely via the service desk and in-person at onsite locations. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user's problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Scope of position IT field support will provide first line support to users and troubleshooting for end-users, both remotely via the service desk and in-person at onsite locations. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user's problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Candidate need to work 5 days onsite and need to be fluent and native Dutch speaker with valid manual
driving license and have own car.
Dutch fluent and must willing to travel frequently to below locations
Zaltbommel
Eindhoven
Vianen
Son en Breugel
Zwolle
Ittevoort
Holten
Nieuwegein
Papendrecht
Key Responsibilities
Service Desk & Onsite Support L1 support
Serve as the first point of contact for IT support via phone, email, chat, and ticketing system
Maintain accurate documentation of issues, solutions and processes in the IT service management system
Ensure that issues are resolved within ticket life cycle
Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary
Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals
Assist with account setup, password resets, and access management in Active Directory and other systems
Support office and remote users in troubleshooting VPN, email, collaboration tools, and other enterprise applications
Conduct basic IT training for end-users on common issues and best practices if necessary
Assist in onsite support activities, including hardware deployment, desk setups, and meeting room support
Participate in IT asset management by tracking and managing hardware and software inventories
Work independently and collaboratively within a team
Communicate professionally within internal and external contacts
To ensure that breaks are pre-approved by SME, Team Leader or Manager
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
Qualifications Skills/qualifications required
Certifications (Optional) ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support
Level of expertise L1
Excellent communication skills and telephone manner.
Application Support: Prior experience in Application support/Software development, IT Service Desk
IT Awareness: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with Microsoft 365, Active Directory, and common enterprise applications
Tools: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar
ITIL: Knowledge of ITIL processes and procedures would be an added advantage
Basic understanding of IT security best practices
C1 level Dutch language skills in combination with excellent English language
Ability to work independently and manage multiple tasks in a face-paced environment
Strong customer service and communication skills, both verbal and written
Excellent problem-solving skills with the ability to diagnose technical issues effectively
This role requires travel to multiple locations within the country. Therefore, a valid driver's license and access to a car are essential.
IT Field Support #J-18808-Ljbffr
IT Field support in Rotterdam werkgever: W3Global
Als End User Deskside Support Engineer bij ons bedrijf krijg je de kans om te werken in een dynamische omgeving waar innovatie en samenwerking centraal staan. We bieden uitstekende groeimogelijkheden, een ondersteunende werkcultuur en een focus op continue verbetering, waardoor je niet alleen je vaardigheden kunt ontwikkelen, maar ook een waardevolle bijdrage kunt leveren aan ons team. Bovendien ligt onze locatie in een bruisend gebied, wat zorgt voor een inspirerende werkomgeving met diverse faciliteiten en netwerkmogelijkheden.
