Global IT Support & Operations Analyst

RB Global Inc.; Netherlands; On-site; EUR 40,000 - 52,000; Full time

Job summary

The IT Support Center Analyst will be based in the European Head office in Breda, The Netherlands and will provide 1st and 2nd level end-user support by phone, email and in person, and will be responsible for onsite maintenance services, support during sales, day to day operational tasks and service delivery.

This role involves rotational shifts, occasional overtime, lifting and transporting of computer gear, and travel to auction sites as required; you will apply communication, analytical and

Qualifications

• 3–5 years IT Support/Operations experience.
• Windows and Mac computer support knowledge.
• ITIL certification or industry knowledge preferred.
• Excellent customer service and English communication skills.
• Ability to multi-task in a fast-paced environment.
• Willingness to rotate on-call shifts.

Responsibilities

• Respond to technical assistance requests in-person, via phone, and/or electronically and advise users on the appropriate action to be taken.
• Diligently log, track and monitor detailed information about all IT Operations interactions using our ITSM tool.
• Work with the 2nd and 3rd level IT staff to solve issues related to application systems, infrastructure and software products.
• Communicate effectively and professionally with all levels of the company and ensure expectations are managed.
• Prioritize work queues and monitor urgent incidents to ensure timely resolution.
• Diagnose and resolve technical hardware and software issues or redirect to appropriate resources.
• Document issue resolutions and contribute to knowledge articles.
• Proactively research questions using available information resources.
• Adhere to standard IT Operations procedures and incident management SOPs.
• Configure and test outgoing workstations and system configurations.
• Investigate and use a knowledgebase to find solutions.
• Perform regular preventative maintenance on site IT equipment.

Skills

IT support

Windows support

Mac support

Customer service

English communication

Teamwork

On-call rotations

Rotational on-call

Education

IT-related education or certification

ITIL certification

Tools

ITSM tool

Job description

The IT Support Center Analyst will be based in the European Head office in Breda, The Netherlands and will provide 1st and 2nd level end-user support by phone, email and in person, and will be responsible for onsite maintenance services, support during sales, day to day operational tasks and service delivery.

This role involves rotational shifts, occasional overtime, lifting and transporting of computer gear, and travel to auction sites as required; you will apply communication, analytical and