Desktop Support Engineer

Ubique Systems; Drachten; On-site; EUR 30,000 - 45,000; Full time

Job summary

A leading IT services company in Friesland, Netherlands is seeking Desktop Support L2 Engineers to provide customer-facing technical support, handle break-fix and support tasks in a Microsoft environment, and manage incident logging. The ideal candidate will have strong experience in IT infrastructure and device management, with the ability to coordinate effectively with vendors. This position is on a contract basis.

Qualifications

• Experience in providing customer-facing technical support.
• Handling Microsoft environments including laptops and desktops.
• Familiarity with IT support for events and emergency response.

Responsibilities

• Provide break-fix support in Microsoft environment.
• Imaging and re-imaging end-user devices as per IT policies.
• Coordinate with vendors for end-user support.

Skills

Customer support

Break-fix support

IT infrastructure support

Incident logging

Tools

Microsoft Office Suite

Network equipment

Mobile devices

Job description

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The key responsibility is to provide customer facing end-user support within a team that includes:

• Break-fix and support in Microsoft environment for laptop, desktop, tablets and associated hardware, software & peripherals including operating System, base loaded software, Office suite and other business application as well as Mobility devices (Android/iOS - iPhone/iPads)
• Imaging/Re-imaging end user IT devices according to client IT security policies and procedures
• IT infrastructure equipment support including large scale office moves, re-stack activities, that includes printers and MFDs (Multi-Function Displays).
• Provide smart hands and eyes support for servers, network equipment, and security devices on site locations, as per client or HCL policies and procedures including access related issues with smart card, password, and security applications (Home Office users)
• Coordinate with vendors / Contractors for provision of end-user support (e.g., Hardware repair, replacement, intervention …)
• Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs (Service Level Agreement).
• Support and/or participate in outside of support HCL and/or client projects as requested.
• Manage CMDB (Configuration Management Database) assignation, configuration, retirement and disposal records, provide proper maintenance of asset information, utilization of devices, replacement according to customer lifecycle, asset health and operational constraints
• Provide IT support for on-site and/or off-site events and meetings
• Provide On-call support outside business hours, provide IT support for disaster recovery and emergency response service.
• Provide reports as requested by HCL and/or final customer
• Implement best practices to resolve issues, follow guidelines provided (Knowledge Base), document and improve existing guidelines, propose new ones.
• Manage and inventory LAN cabling / racking, coordinate port activations and deactivations, escalate to customer if required.

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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Desktop Support L2 Engineers – Netherlands

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