End User Deskside Support Engineer

W3Global; Uithoorn; On-site; EUR 65,000 - 90,000; Full time

Job summary

W3Global seeks an experienced End User Services Lead to manage IT inventory, upgrade planning, and service desk operations for client environments in the Netherlands. You will drive continuous improvement, ensure SLAs are met, and coordinate with cross-functional teams to maintain high end-user availability.

The role requires strong leadership, ITIL-certified expertise, and the ability to align end-user infrastructure, networks, and server services with business needs.

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.
• Having knowledge of Service Management.
• Certification in ITIL Mandatory.

Responsibilities

• Lead the End User Services team to ensure timely delivery and continuous improvement.
• Oversee IT inventory management and annual reconciliation at client locations.
• Provide leadership and governance for incident management and service desk operations.
• Manage End User Technology upgrades as required.
• Support SD-WAN/LAN/WAN and related services and ensure SLA compliance.

Skills

Analytical skills

Organizational skills

Project management

Interpersonal communication

Written communication

Education

BA/BS in Business Administration, Finance, Computer Science, or equivalent

ITIL Certification

Job description

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.
• Perform Level 2 support for Windows Server environments.
• 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.
• Having knowledge of Service Management.
• Certification in ITIL Mandatory.