IT Support

BULL-IT SOLUTIONS LTD; Amsterdam; On-site; EUR 35,000 - 52,000; Full time

Job summary

BULL-IT SOLUTIONS LTD is seeking an Onsite IT Support Analyst to provide hands-on end-user support at the Tech Bar and onsite sites. You will diagnose hardware and software issues, perform proactive health checks, and assist with laptop imaging, deployment, upgrades, and replacements.

The role emphasizes strong troubleshooting, clear communication in multiple languages, and delivering an exceptional end-user experience.

Qualifications

• 2–5 years of experience in Desktop Support or EUC/IT Support roles.
• Strong knowledge of Windows and macOS.
• Experience with laptop imaging, deployment, and hardware upgrades.
• Familiarity with antivirus tools and device diagnostics.
• Understanding of IT service management processes and ticketing tools.
• Excellent troubleshooting and customer-service oriented mindset.

Responsibilities

• Provide hands-on end-user support through the Tech Bar and onsite services.
• Diagnose and resolve hardware and software issues; perform proactive health checks.
• Image, configure, upgrade, and replace laptops and devices.
• Deliver end-user training and orientation on laptops, applications, and IT services.
• Communicate planned outages and service impacts; provide clear status updates.
• Collaborate with IT teams and service desk to resolve complex issues.

Skills

Desktop Support

End User Computing

Windows

macOS

IT Service Management

Communication Skills

Independent Work

Onsite Support

Tools

Antivirus tools

Ticketing tools

Job description

We are seeking a customer-focused and technically proficient Onsite IT Support Analyst to provide hands-on support to end users through Tech Bar and onsite services. The role involves diagnosing and resolving hardware and software issues, performing proactive device health checks, laptop deployment and upgrades, user training, and promoting IT support services. The ideal candidate should possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional end-user experiences.

Key Responsibilities

End User Support & Diagnostics

• Perform system diagnostics and troubleshooting for Windows and Mac devices.
• Scan and defragment disk drives where applicable.
• Update antivirus definitions and perform malware/spyware scans.
• Update system and application drivers to maintain device health.
• Run battery diagnostics and provide reports on disk drive health and system performance.
• Conduct proactive health checks on devices presented at the Tech Bar.

Laptop & Device Management

• Re-image and configure Windows and Mac laptops.
• Troubleshoot hardware, software, operating system, and application-related issues.
• Upgrade laptops, memory modules, peripherals, and smart devices.
• Perform device setup, deployment, and replacement activities.
• Support asset recovery and collection of computer hardware and accessories.

User Enablement & Training

• Provide end-user training and orientation on laptops, applications, and IT services.
• Deliver awareness sessions on newly launched applications, services, and technology initiatives.
• Educate users on available support channels such as self-service portals, chat support, and knowledge articles.
• Communicate planned outages, maintenance windows, and potential service impacts to users.

Customer Experience & Service Delivery

• Deliver high-quality walk-up support through the Tech Bar.
• Ensure timely resolution and escalation of incidents and service requests.
• Maintain accurate documentation of support activities and resolutions.
• Demonstrate strong customer service skills while managing multiple user requests.
• Communicate effectively, both verbally and in writing, in assigned primary and secondary languages.
• Collaborate with internal IT teams, infrastructure teams, and service desk personnel to resolve complex issues.
• Provide status updates and technical guidance to users and stakeholders.

Required Skills & Qualifications

• 2-5 years of experience in Desktop Support, End User Computing (EUC), IT Support, or Tech Bar support.
• Strong knowledge of Windows and macOS operating systems.
• Experience with laptop imaging, deployment, and hardware upgrades.
• Familiarity with antivirus tools, device diagnostics, and endpoint troubleshooting.
• Knowledge of hardware components, peripherals, and mobile/smart devices.
• Understanding of IT service management processes and ticketing tools.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service orientation and interpersonal skills.
• Ability to work independently in an onsite support environment.
• Strong written and verbal communication skills.

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft Certified, ITIL Foundation, Apple Support Professional, or equivalent.
• Experience supporting enterprise environments and executive users.
• Exposure to asset management and inventory tracking processes.
• Customer Obsession
• Technical Troubleshooting
• Communication Skills
• Problem Solving
• Time Management
• User Training & Enablement
• Attention to Detail

This role is ideal for IT professionals who enjoy combining technical expertise with outstanding customer service to create a seamless end-user support experience.