End User Deskside Support Engineer

Tech Mahindra; Uithoorn; On-site; EUR 42,000 - 66,000; Full time

Job summary

Tech Mahindra seeks an End User Deskside Support Engineer in Uithoorn, Netherlands. The role focuses on managing IT inventory, upgrades, and end-user service delivery at client sites. Dutch language proficiency is mandatory.

The successful candidate will act as escalation point, oversee incident resolution to meet SLAs, and coordinate with global teams to ensure seamless end-user services and infrastructure support.

Qualifications

• Total 5+ years’ 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.

Responsibilities

• IT Inventory management of organization assets at Client location.
• Maintain and execute a well-developed End User technology upgrade plan to support capacity, performance and availability.
• Act as an escalation point for all end-user issues and ensure timely resolution to meet SLA.
• Ensure operational processes (Service Desk, VIP Support, Regional Support, User Desk provisioning) meet SLA requirements.
• Manage End User Technology upgrades as required.
• Continuously improve processes and governance for User Desk Management.
• Lead and inspire the End User Services team to deliver timely outcomes.

Skills

Analytical skills

Organizational skills

Communication skills

Multi-tasking

Education

BA/BS in Computer Science

ITIL Certification

Job description

Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 149k+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future. Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies.

Title: End User Deskside Support Engineer

Exp: 5-10 years

Work From Office: 5 days

Work Location: Uithoorn, The Netherlands

Dutch Speaking is Mandatory

End User Deskside Support Engineer

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

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.