Information Technology Support Engineer

Computacenter; Amstelveen; Hybrid; EUR 42,000 - 56,000; Full time

Job summary

Computacenter is seeking an IT Support Engineer in the Netherlands to independently resolve pre-qualified incidents and deliver IMAC services, both remotely and onsite, with a focus on meeting service levels and customer satisfaction.

You’ll handle second-line support, process work orders, and guide end-users after service completion, while maintaining knowledge of the service scope and incident closure. The role requires 2+ years of IT support and client OS expertise.

Qualifications

• 2+ years in IT support or equivalent practical experience.
• Strong problem-solving and customer service abilities.
• Proficient in at least one client operating system and basic Microsoft server/LAN/WAN knowledge.

Responsibilities

• Provide telephone-based and onsite second-line technical support.
• Process work orders for incidents and IMAC services within SLAs.
• Escalate complex issues to downstream teams when needed.
• Deliver end-user briefings after service completion.
• Document incidents and IMAC services in the ticketing system.
• Ensure administrative closure of work orders per SLAs.
• Return equipment and spare parts within service levels.
• Support small teams and liaise with junior technicians.

Skills

IT support experience

Client operating systems

LAN/WAN knowledge

Customer service

Communication skills

Education

Technical vocational training or equivalent

Job description

Have you caught the IT vibe yet? Are you passionate about technology and do you like helping people?

The IT Support Engineer is responsible for independently resolving pre-qualified incidents and delivering specified IMAC (Install, Move, Add, Change) services. The role includes providing second-line technical support, both remotely and onsite, while ensuring services are delivered within agreed service levels and maintaining high customer satisfaction.

What you’ll Do

Technical Responsibilities (80%)

• Provide telephone-based and onsite second-line technical support.
• Visit customer support locations as required.
• Process assigned work orders (incidents and IMAC services) in line with defined service levels.
• Identify, analyze, and resolve technical incidents and IMAC requests; **escalate** complex issues to downstream support teams where necessary.
• Deliver end-user briefings and guidance following service completion.

Administrative Responsibilities (10%)

• Acquire and maintain knowledge of the agreed scope of services.
• Document completed incidents and IMAC services, including any additional services, using the designated ticketing system.
• Ensure administrative closure of work orders in accordance with service level agreements.
• Report deviations from agreed services to internal stakeholders.
• Accept and qualify incidents appropriately.
• Return work equipment and spare parts within the specified service level.

Customer & Team Responsibilities (10%)

• Support and coordinate small support teams and liaise with junior technicians.
• Foster a positive, professional customer relationship and team environment.
• Identify customer requirements and challenges and communicate them to relevant internal stakeholders.

What you’ll Need

Required Skills & Experience

• Technical vocational training or equivalent practical experience with 2+ years in IT support.
• Advanced knowledge of at least one client operating system.
• Basic knowledge of Microsoft server operating systems and LAN/WAN.
• Strong problem-solving, communication, and customer service skills.
• Ability to work under pressure in a fast-paced support environment.
• Very good command of the national language; basic English.