Description

You provide L1 and L2 technical support, managing issues from initial diagnosis through deep-dive troubleshooting for end-users.

This role is hybrid.

Responsibilities

• Provide first-line support via phone, email, and ticketing tools for desktops, applications, networks, and user accounts.
• Investigate and resolve escalated L2 issues involving OS errors, application failures, and network connectivity.
• Manage Microsoft 365, Active Directory, VPN, and user access controls.
• Log, track, and escalate incidents using service management systems like ServiceNow, Jira, or BMC Remedy.
• Maintain knowledge base articles and coordinate with third-party vendors for hardware replacements or advanced troubleshooting.

Required Skills

• 5+ years of experience in L1 or L2 IT support roles.
• Proficiency in Windows OS and Microsoft 365.
• Hands-on experience with Active Directory.
• Strong troubleshooting skills for hardware, software, and basic networking.
• Experience using remote support tools such as TeamViewer, Remote Desktop, or SCCM.
• Familiarity with ITIL processes including Incident, Request, and Change Management.
• Fluency in both Dutch and English.
• Experience with ticketing systems like ServiceNow, Jira, or BMC Remedy.

Preferred Skills

• ITIL Foundation certification.
• Experience supporting enterprise-level applications such as ERP or CRM.
• Knowledge of Mac OS and mobile device support (iOS, Android).

Key Skills

Education

Any Graduate