Vacatures van Undutchables Recruitment Agency in Utrecht

The employee will handle end-user support and service requests, with a strong focus on adaptability, self-management, and excellent customer service. This role requires advanced troubleshooting skills (Tier II), particularly in networking and wireless issues, and the ability to prioritize and respond to diverse service requests. The technician must work independently in a flexible environment while collaborating effectively with both onsite and remote employees across multiple regions.

What will you do?

• Provide initial triage and second-level IT support for all incoming end-user incidents and service desk ticket requests and calls related to the EMEA region (150 users; 8 countries). Primary responsibilities include handling standard break/fix issues, move/add/change (MAC) requests, and device management and access control tasks, etc.
• Independently investigate and resolve networking, DNS, DHCP, TCP/IP, and wireless connectivity issues, using diagnostic tools and external resources when needed.
• Builds and maintains excellent rapport with internal customers, balancing leadership requests with standard work requests effectively.
• Supports onsite and remote employees, addressing their technology needs promptly and efficiently.
• Engages in effective communication and status reporting with users, team members, and managers.
• Configure and maintain end-user hardware, software, peripherals, and applications.
• Maintain detailed documentation for issue resolutions and update knowledge base articles to improve team efficiency and user self-service options.
• Assists with troubleshooting for local area network cabling and equipment.
• Perform user account management tasks, such as Active Directory and Office 365 administration.
• Support mobile device management, endpoint security solutions, and asset tracking.
• Collaborate with Tier III technicians and IT leadership to resolve escalated issues and SLA compliance promptly.
• Any additional ad hoc tasks as requested by the office (if approved by the IT manager)

RequirementsTechnical Skills

• Fluent English (ideally familiar with American English/culture), Dutch and French are also a plus.
• 2+ years of experience in an IT service desk or technical support role.
• Proficiency in troubleshooting Windows and MacOS environments, including the M365 application suite.
• Experience with Active Directory, Azure AD, and Office 365 administration.
• Foundational knowledge of networking concepts (DNS, DHCP, TCP/IP) and VPN troubleshooting.
• Familiarity with ITSM tools like ServiceNow, Freshservice, or Jira Service Management.
• Knowledge of endpoint security solutions such as Microsoft Defender ATP or CrowdStrike.
• Relevant certifications (e.g., CompTIA A+, ITIL v4 Foundation, or Microsoft certifications) preferred.
• Excellent analytical and problem-solving skills with the ability to conduct root cause analysis.
• Ability to manage multiple tasks effectively in a dynamic work environment.

Interpersonal Skills

• Strong interpersonal and communication skills, focusing on customer empathy and professionalism.
• Proactive, independent, organized, and flexible. A committed, curious, and reliable worker.
• Approachable, positive, and friendly, with a love for daily interaction with colleagues!
• Commitment to confidentiality and compliance with organizational policies.

Practical Availability

• You must live in the Amsterdam area and have a valid work permit for the Netherlands.
• Participate in after-hours support: Every five to six weeks, between 11:00 AM and 11:00 PM (12 hour shift) on the weekend (2 days), you will need to be remotely available for URGENT ONLY ticketing requests.

Benefits

• This is a temporary role: initially 26 weeks (approx. 6 months), with potential for extension to 52 weeks (i.e., 1 year). NO extension is possible after being on contract for 1 year.
• The start date is ASAP
• Salary from EUR 3.000 to 3.200 per month, based on full-time. Salary based on work experience.
• Partial travel reimbursement.
• The contract will be through Undutchables.
• This is a full time position, from Monday - Friday, with standard working hours.
• 4 days in office (Monday to Thursday), 1 day from home (Friday only) - but working 100% onsite is preferred to maintain physical office support.

Application ProcedureIf you are interested in this vacancy, you can apply by clicking on the button above. By clicking on apply, you agree to our privacy commitment and terms and conditions. Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission. Curious about how the recruitment process works within Undutchables, click here to read more.