AI-Driven Service Desk & Digital Workplace Engineer

AIT Worldwide Logistics, Inc.; Amsterdam; Hybrid; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Holiday entitlement

Pension plan

Online learning library

Training opportunities

Well-being programs

Volunteer hours

Discounts through Deel

Job summary

AIT Worldwide Logistics is seeking a Service Desk Technician II to deliver high‑quality technical support in a cloud‑based environment. You will resolve complex incidents and handle escalations across Microsoft 365, Entra ID, Intune, Windows 11, and mobile devices while supporting hybrid work structures and security controls.

The role requires at least 3 years in service desk and IT support, with strong communication skills and fluency in Dutch and English.

Qualifications

• Minimum 3 years in Service Desk, IT Support and customer service roles, preferably international.
• Strong communication and documentation skills.
• Demonstrated ability to translate tech issues into business terms.

Responsibilities

• Resolve escalations: analyze and fix complex incidents and service requests within SLA, escalate to Infrastructure, Security, Cloud or Application teams as needed.
• Support the digital workplace: manage user support across Microsoft 365, Entra ID, Intune, Windows 11, mobile devices, printers, collaboration tools and business applications.
• Manage user access: onboarding, offboarding, provisioning, deprovisioning, licensing, MFA and access management tasks.
• Enable hybrid work: support office, remote and mobile users with VPN, Wi‑Fi, Teams, remote access, cloud applications and virtual workstation solutions.
• Strengthen security: triage phishing and security issues, support device compliance, endpoint security, passwordless authentication and Zero Trust controls, escalate to SOC.
• Drive automation and AI: use Copilot, PowerShell, Power Automate and ITSM workflows to improve ticket handling, knowledge creation, self‑service and chatbot content.
• Improve IT services: maintain knowledge articles, support ITIL 4 processes, contribute to root‑cause analysis, major incident reviews, continual improvement and Digital Employee Experience.

Skills

Customer service

IT support

Communication skills

Problem solving

Multitasking

Dutch & English fluency

On-call rotation

Education

MBO+/HBO IT or Computer Science

Job description

AIT Worldwide Logistics is seeking a Service Desk Technician II to deliver high‑quality technical support in a cloud‑based environment. You will resolve complex incidents and handle escalations across Microsoft 365, Entra ID, Intune, Windows 11, and mobile devices while supporting hybrid work structures and security controls.

The role requires at least 3 years in service desk and IT support, with strong communication skills and fluency in Dutch and English.