IT Field support

W3Global; Rotterdam; On-site; EUR 20,000 - 31,000; Full time

Job summary

W3Global is seeking an IT Field Support specialist to provide first line assistance to users remotely and onsite across multiple locations in the Netherlands. The role requires strong problem-solving, documentation, and customer service skills, with travel to various sites essential.

The ideal candidate will be fluent in Dutch (C1) and English, hold a valid driver’s license, and have access to a car. ITIL knowledge and experience with AD and enterprise apps are advantageous.

Qualifications

• L1 IT support experience or equivalent
• Excellent communication and telephone manners
• C1 level Dutch and strong English
• Familiarity with ITIL concepts is a plus
• Experience with Active Directory and enterprise apps

Responsibilities

• Serve as first point of contact via phone, email, chat, and ticketing system
• Provide on-site and remote IT support for end users
• Document issues and resolutions in the service desk system
• Troubleshoot and resolve IT issues or escalate as needed
• Assist with hardware deployment and asset management
• Travel to multiple locations within the country as required

Skills

L1 support experience

Customer service

Dutch (C1)

English (C1)

Communication skills

Remote and onsite support

Active Directory

Tools

ServiceNow

Jira

HPSM

BMC Remedy

Monitoring Tools

Job description

Scope of position

IT field support will provide first line support to users and troubleshooting for end-users, both remotely via the service desk and in-person at onsite locations. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user's problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Scope of position

IT field support will provide first line support to users and troubleshooting for end-users, both remotely via the service desk and in-person at onsite locations. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user's problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Candidate need to work 5 days onsite and need to be fluent and native Dutch speaker with valid manual driving license and have own car.

Dutch fluent and must willing to travel frequently to below locations

• Zaltbommel
• Eindhoven
• Vianen
• Son en Breugel
• Zwolle
• Ittevoort
• Holten
• Nieuwegein
• Papendrecht

Key Responsibilities

• Service Desk & Onsite Support L1 support
• Serve as the first point of contact for IT support via phone, email, chat, and ticketing system
• Maintain accurate documentation of issues, solutions and processes in the IT service management system
• Ensure that issues are resolved within ticket life cycle
• Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary
• Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals
• Assist with account setup, password resets, and access management in Active Directory and other systems
• Support office and remote users in troubleshooting VPN, email, collaboration tools, and other enterprise applications
• Conduct basic IT training for end-users on common issues and best practices if necessary
• Assist in onsite support activities, including hardware deployment, desk setups, and meeting room support
• Participate in IT asset management by tracking and managing hardware and software inventories
• Work independently and collaboratively within a team
• Communicate professionally within internal and external contacts
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Qualifications

Skills/qualifications required

• Certifications (Optional) ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support
• Level of expertise L1
• Excellent communication skills and telephone manner.
• Application Support: Prior experience in Application support/Software development, IT Service Desk
• IT Awareness: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with Microsoft 365, Active Directory, and common enterprise applications
• Tools: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar
• ITIL: Knowledge of ITIL processes and procedures would be an added advantage
• Basic understanding of IT security best practices
• C1 level Dutch language skills in combination with excellent English language
• Ability to work independently and manage multiple tasks in a face-paced environment
• Strong customer service and communication skills, both verbal and written
• Excellent problem-solving skills with the ability to diagnose technical issues effectively
• This role requires travel to multiple locations within the country. Therefore, a valid driver's license and access to a car are essential.

IT Field Support