Deskside Technician II V2

Stefanini Group; Amsterdam; Hybrid; EUR 36,000 - 48,000; Full time

Job summary

Stefanini Group in Amsterdam is seeking an experienced onsite IT Support Analyst to deliver high-quality customer service and hands-on IT support in a fast-paced environment. The role involves handling inquiries via phone, email, and in person, escalating to resolver groups when needed, and ensuring prompt resolution of incidents.

You will support users, manage accounts, configure security settings, and coordinate with vendors.

Qualifications

• At least 3 years of experience in onsite IT support.
• ITIL V3 Foundation Certification is recommended.
• Advanced MS Office 365 skills are required.
• Scripting or coding skills are a plus.

Responsibilities

• Provide support that consistently meets or exceeds customer expectations.
• Determine and recommend products or services that best fit customer needs.
• Identify, analyze, and repair product failures; order and replace parts as needed.
• Support and maintain user accounts including rights and security.
• Resolve issues from Tiers 1–3 in collaboration with resolver groups when needed.
• Troubleshoot and resolve network device problems.
• Coordinate with third-party vendors to resolve hardware/software problems.
• Install and set up PCs, peripherals and LAN-based equipment.
• Assist with moves, including security and file access setup.
• Test IMACs and verify end-user acceptance.
• Document changes to inventory and configuration.

Skills

Onsite support

Customer service

Communication

Problem solving

Stress management

Education

ITIL Foundation

Tools

Office 365

Active Directory

Zoom

MTR

Job description

You will be working onsite in Amsterdam in a fast-paced, constantly evolving environment, where you will be responsible for delivering high-quality customer service and hands-on IT support. This is an excellent opportunity to join an ambitious company at the forefront of its industry, playing a key role in the successful delivery of premium IT support services.

This diverse and challenging role requires you to ensure that all support requests and incidents are handled promptly and professionally. You will need to be proactive, managing support queries via phone, email, and in-person, as well as acting as a point of escalation to third-party resolver groups when necessary.

Job responsibilities

• Provide support that consistently meets or exceeds Customer expectations;
• Determine and recommend which products or services best fit the customers' needs;
• Identify, analyze, and repair product failures. Order and replace parts as needed;
• Support and maintain user account information including rights, security and systems groups;
• Receive and resolve issues from Tiers 1,2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary;
• Provide troubleshooting and problem resolution support for all network devices;
• Coordinate with third-party vendors to resolve hardware and software problems, as required;
• Receive and resolve hardware or software related issues from Tiers 1,2 and 3 when break-fix is necessary to solve an issue at location/onsite;
• Interface with hardware and software vendors for planning and problem resolution;
• Interface with manufacturers and third-party vendors for technical assistance;
• Execute the installation of PCs, peripherals and LAN-based equipment;
• Assist with setting up security, file access and other administrative procedures associated with moves;
• Move workstations, peripherals and telecommunications equipment, as required;
• Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC's;
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC's;
• Test completed IMAC's and verify acceptance by end user;
• Document changes to inventory use and configuration;
• AV and Conference support with software such as MTR, Zoom etc;
• Adaptability to all IT situations within scope.

Job Requirements

• At least 3 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements
• ITIL V3 Foundation Certification (recommended)
• Advanced MS Office 365 skills
• Scripting, coding skill will be considered an advantage
• Able to solve simple hardware issues
• iOS, Android advanced user,Basic Networking skills
• Knowledge of Active Directory, permissions
• Team Player and Analytical Thinking
• Open and positive personality and ability to manage stress effectively
• Customer oriented (Service awareness) with good interpersonal and communication skills
• Able to adapt in a fast evolving technology environment and ability to learn
• Able to assume day to day responsibilities generating specific deliverables
• Relationship-builder, at ease with people and capable of quickly building trust
• Excellent English and Dutch language, Written and Spoken.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.