End User Deskside Support Engineer

Rapinno Tech Solutions GmbH; Amsterdam; On-site; EUR 45,000 - 65,000; Full time

Job summary

Rapinno Tech Solutions GmbH in the Amsterdam area seeks an End User Deskside Support Engineer to manage on-site support, asset inventories and user provisioning.

You will lead a small team, act as escalation point, and drive continuous improvement of end-user services including network basics, server provisioning, and SLA adherence.

Qualifications

• BA/BS in Business Administration, Finance, CS or an equivalent combination of education and/or experience.
• 5+ years total experience in end-user support.
• 5 years of experience leading a team for end-user support.
• Proficiency in building reports related to incidents and service requests and compliance.
• Ability to perform detail-oriented business and technical analysis to document requirements.

Responsibilities

• IT inventory management of organization assets at client location and annual reconciliation.
• Maintain and execute end-user technology upgrade plan to support capacity, performance, and availability requirements.
• Act as escalation point for end-user issues to meet SLA expectations.
• Ensure operational processes (Service Desk, VIP Support, Regional Support and User Desk provisioning) support SLA requirements.
• Manage End User Technology upgrades as required.
• Drive improvements in existing processes and formulate new ones.
• Governance for incidents at User Desk Management.
• Foster collaboration with other groups to deliver end-user services timely.
• Continually review capability to support organizational outcomes and address gaps.
• Provide leadership that inspires others to succeed and share knowledge.

Skills

Analytical skills

Organizational skills

Project management

Communication skills

Interpersonal skills

Multi-tasking

Problem solving

Education

BA/BS in Business Administration, Finance or CS

Job description

Title: End User Deskside Support Engineer

Work Location: Uithoorn, The Netherlands

Exp: 5- 12 years

Work from Office: 5 days

Native Dutch-speaking is mandatory (no exceptions)

Responsibilities and Duties:

• IT Inventory management of Organization assets at Client location and annual reconciliation.
• Accountable for ensuring that a well-developed End User technology upgrade plan is maintained and executed to support the organizations capacity, performance, and availability requirements.
• Act as an escalation point for all end User related issues and ensures these are resolved in an appropriate and timely manner to meet agreed SLA expectations
• Ensure that all operational process ( Service Desk, VIP Support, Regional Support and User Desk provisioning ) managed to support organization's SLA requirements
• Manage End User Technology upgrades as required.
• Improvements in the existing process and formulating new Processes.
• Governance for Incident at User Desk Management.
• Establish an environment where the End User Services team engages effectively with other groups with prime focus on End User Infrastructure to be resourced and delivered in a timely manner
• Ensure that a process of continuous review and improvement are inherent throughout all elements of the End User Services team
• Continually review the capability needed to support the organization in delivering on outcomes and ensure action is taken to address identified capability gaps within the End User Services team;
• Provide Leadership that inspires others to succeed and develop, and proactively share experience, knowledge and ideas

Basic Network & Infrastructure Support:

• Support and troubleshoot SD-WAN, LAN, and WAN connectivity issues and troubleshooting DHCP, DNS, and IPAM services.
• Manage and support Internet Firewall configurations, security policies, and access controls.
• Configure and troubleshoot Remote Port Forwarding, NAT, and remote connectivity solutions.
• Perform network monitoring, basic routing and switching troubleshooting, and connectivity validation.
• Troubleshoot server-related incidents including OS, services, storage, and application issues.
• Support server provisioning, decommissioning, and lifecycle management.
• Manage and troubleshoot DNS, DHCP, and Group Policy-related issues.
• Managing file servers, print servers, and shared resources.

Qualifications

• BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience.
• Proficiency in analytical, organizational, project management, interpersonal and communication skills (written and oral).
• Total 5+ Years’ experience required.
• 5 years of experience in leading a team for end user support.
• Proficiency in building reports related to incidents and service requests and compliance.
• Ability to perform detail-oriented business and technical analysis to discover, refine, and document the requirements for technically oriented projects.
• Ability to multi-task and solve problems innovatively.