IT Support Technician

Responsibilities:

• Provide second-tier (L2) technical support to end users for PCs, peripherals, office applications, and mobile devices.
• Manage IT service processes including incident, request, change, knowledge, and access management.
• Troubleshoot and resolve technical issues in a timely manner in accordance with SLA requirements.
• Support end users with hardware, software, and connectivity issues.
• Coordinate with internal teams and external service providers to restore services and resolve root causes.
• Manage end-user hardware requests including ordering, delivery, setup, and collection.
• Deploy, return, and retire IT equipment such as laptops, desktops, and mobile devices.
• Perform RMA follow-ups for defective hardware with vendors.
• Support mobile telephony requests and related services.
• Provide on-site support at IT Service Spot for issue resolution and user assistance.
• Assist in rollout and coordination of hardware refresh programs (laptop/desktop replacements).
• Maintain accurate records in ticketing systems and ensure proper documentation of incidents and requests.

Qualifications:

• Experience supporting Windows-based environments and enterprise IT infrastructure.
• Strong knowledge of Microsoft Windows 10 and Microsoft Office (2013 and later).
• Hands-on experience with laptops (e.g., Dell), printers, and peripheral devices.
• Familiarity with network concepts and troubleshooting connectivity issues.
• Experience working with enterprise ticketing systems (ServiceNow preferred).
• Ability to work independently with minimal supervision and as part of a team.
• Excellent customer service and communication skills.
• Dutch language proficiency preferred.

Key Skills:

• Desktop & End-User Support.
• Incident & Request Management.
• Hardware Deployment & Lifecycle Management.
• Troubleshooting & Issue Resolution.
• ServiceNow / Ticketing Systems.
• Networking Basics.
• IT Asset Management.

Experience:

• Proven experience in IT support or help desk environment (L2 support preferred).

Soft Skills:

• Strong customer service orientation.
• Effective communication and interpersonal skills.
• Problem-solving and analytical thinking.
• Ability to manage multiple tasks and priorities.
• Team collaboration and adaptability.