AISN - 001 - Front Office IT Coordinator

Abakus IT-Solutions; Petten; Remote; EUR 42,000 - 56,000; Full time

Job summary

Abakus IT-Solutions in Petten, Netherlands, seeks an experienced IT support coordinator to manage on-site end-user support, asset management and network tasks. You will coordinate a local team, monitor SLAs and log all activities in ServiceNow.

The role requires 4+ years in IT support, strong Windows/Linux/macOS skills, and fluent Dutch and English. On-site 100% with full-time hours and occasional overtime as needed.

Qualifications

• Minimum 4 years of IT support/coordination experience.
• Strong knowledge of Windows, Office, Linux and macOS.
• Experience with hardware, printers and network devices.
• Experience with ticket management under SLAs.
• Familiarity with ServiceNow as an ITSM tool.
• Ability to coordinate a local team and report to management.
• Excellent written and spoken Dutch and English.
• Customer-focused with professional communication.

Responsibilities

• Coordinate the local team's daily activities and plan tasks.
• Manage the team schedule and redistribute tickets when needed.
• Monitor incident queue and ensure SLAs are met.
• Log activities and resolutions in ServiceNow.
• Provide 1st- to 3rd-level IT support for desktops, laptops and peripherals.
• Set up and configure devices and network access for users.
• Maintain IT asset inventory and assist onboarding/offboarding.
• Install software and security patches as required.
• Diagnose and resolve hardware and connectivity issues.
• Escalate unresolved issues with full context to specialised teams.

Skills

Microsoft Windows & Office

Linux

macOS

Hardware & peripherals

Networking fundamentals

ServiceNow

Ticketing systems

Team coordination

Customer service

Autonomy

Tools

ServiceNow

Job description

Petten , Netherlands

Responsibilities

Coordination

• Coordinate the local team's daily activities and plan daily tasks
• Manage the team schedule (holidays, sick leave) and redistribute tickets when an agent is absent
• Monitor the incident queue and ensure contractual SLAs are respected
• Check that scheduled tickets are planned according to the agreed rules
• Act as focal point for local and central management teams and align local processes with the central service framework
• Report activities to the manager, complete weekly reports and report recurring issues with a full analysis to the incident management team

End-user IT support

• Provide 1st, 2nd and 3rd level troubleshooting and problem solving
• Analyse, diagnose and resolve issues on desktops, laptops, printers, copiers, mobile devices, peripherals and LAN equipment within SLA
• Set up and configure desktops, laptops, printers, scanners, mobile devices and docking stations
• Install and update software, operating systems and security patches
• Resolve on-site software issues (crashes, performance, compatibility) and local Ethernet and Wi-Fi connectivity problems
• Handle urgent incidents requiring physical presence, such as system failures or hardware replacements
• Diagnose and repair hardware when required
• Take service desk calls when requested by management
• Log all activities, incidents and resolutions in ServiceNow
• Escalate unresolved issues to specialised teams with full context

IT logistics and asset management

• Manage stock and IT asset inventory, both in records and physically
• Deploy and retrieve equipment for new hires, departures and internal moves, and support users during onboarding
• Plan deliveries with users by phone and email, prepare and pack equipment, deliver laptops and assist with first setup
• Check incoming material against orders and follow up on orders and receipts
• Manage end-of-life processes: secure data erasure (Blancco) and decommissioning
• Analyse and process user equipment requests and simple RFC-related requests
• Create field technician work orders and contribute to workload planningProduce basic activity reports and contribute to operational procedures, troubleshooting guides and the knowledge base

Network

• Install and test network hardware: servers, routers, switches, firewalls, wireless access points
• Set up network cabling and patching and assist with network device configuration
• Diagnose and report network issues (connectivity, hardware failures, performance bottlenecks)
• Provide on-site and remote network support
• Keep accurate records of installations, configurations and maintenance, and report on network performance and improvement recommendations

Profile

Experience

• Minimum 4 years of experience in a similar role

Technical skills - required

• Strong knowledge of Microsoft operating systems and Office tools, Linux and macOS
• Hands-on experience with hardware, peripherals, mobile devices and local networks
• Experience with ticket management under contractual SLAs
• Experience with an ITSM tool, ideally ServiceNow

Technical skills - appreciated

• Additional IT certifications
• Team coordination and teamwork
• Strong customer relationship skills and good manners
• Ability to work under pressure and in autonomy
• Ability to quickly assimilate complex procedures and information
• Comfortable working directly with multicultural users at their desk
• Punctuality, reliability and a professional appearance

Languages

• Dutch and English: fluent, written and spoken (mandatory)
• Other European languages (Spanish, Italian, etc.): appreciated

Location and working conditions

• Location: North Holland, Netherlands - 100 % on-site
• Full time contract
• Some flexibility required when overtime is exceptionally needed