IT Support Specialist

ORTEC; Zoetermeer; On-site; EUR 37,000 - 44,000; Full time

Benefits offered by this job

Performance-based bonus

Mobility allowance

NS Business Card

Abroad work policy

Home office setup

Job summary

ORTEC in Zoetermeer is seeking an IT Support Specialist who takes responsibility for quality, structure, and continuity within IT Support. You resolve incidents, monitor systems, and drive process improvements while coaching colleagues.

You will work from Zoetermeer with occasional visits to the Netherlands and Belgium, in a compact team where ownership and documentation are valued. English proficiency and a valid driving license are required.

Qualifications

• 3+ years of experience in a professional IT support environment.
• Strong documentation and knowledge transfer skills.
• Fluent in English, daily use in work.
• Able to take ownership and make decisions under pressure.

Responsibilities

• Handle complex IT incidents and service requests (1st and 2nd line).
• Own tickets from intake to structural resolution.
• Install, configure, and manage hardware and software.
• Manage assets, compliance, and documentation quality.
• Identify structural issues and translate into improvement actions.
• Automate and standardize recurring activities.
• Coach and provide technical support to less experienced colleagues.
• Contribute to international IT projects and collaboration.

Skills

3+ years IT support

English proficiency

Documentation

Ownership & decision making

Structured thinking

Tools

Zendesk

Freshdesk

PowerShell

Job description

We are looking for an IT Support Specialist who takes responsibility for quality, structure, and continuity within IT Support.

In this role, you not only resolve incidents, but also monitor and improve the system in which this takes place. You are technically strong, think in processes, and are willing to address colleagues when necessary.

What will you do?

• Independently handle complex IT incidents and service requests (1st and 2nd line)
• Take ownership of tickets from intake to structural solution
• Install, configure, and manage hardware and software
• Actively manage assets, compliance, and documentation quality
• Identify structural issues and translate them into concrete improvement actions
• Automate and standardize recurring activities
• Coach and provide technical support to less experienced colleagues
• Contribute to international IT projects and collaboration

Where will you work?

Your base location is Zoetermeer. In addition, you will regularly visit offices in the Netherlands and Belgium. You will work in a compact and professional team where ownership, transparency, and quality are the standard — not optional.

Who are we explicitly looking for?

• Looks beyond the ticket and takes responsibility for the bigger picture
• Feels comfortable in a role with substantive influence
• Not only suggests improvements, but also implements and secures them
• Remains calm under pressure and is willing to make decisions

You recognize yourself in the following:

• At least 3 years of experience in a professional IT support environment
• Demonstrable experience with Windows OS, Active Directory, Entra ID, Intune, Microsoft 365, and Hyper-V
• In-depth knowledge of commonly used hardware, such as laptops, meeting room equipment, etc.
• Experience with ticketing tools (Zendesk, Freshdesk, or similar) and improving their usage
• Strong in documentation, knowledge transfer, and knowledge retention
• Excellent command of English (used daily)
• A valid Category B driving license and own transportation

Preferred (but not optional):

• ITIL v4 (applied in practice, not only certified)
• Experience with scripting or automation (PowerShell is a clear plus)

This role suits you well if you get energy from:

• Taking responsibility for the entire support process, not just resolving individual tickets
• Working independently and actively thinking about how things can be improved, made smarter, and more structured
• Giving and receiving open feedback as a way to grow together
• Working in an environment where structure, documentation, and knowledge sharing are essential for quality and continuity

What we offer

• Salary range 3280-3970 (depending on interview evaluations)
• Performance-based bonus
• Mobility allowance or NS Business Card
• Working from abroad policy (30 days in a calendar year)
• Smartphone, home working allowance, and a fully equipped home office setup
• Professional, informal work environment without micromanagement

Development & perspective

This role is intended for professionals who want to develop towards expert or specialist IT roles. Career growth is based on demonstrated impact, not on years of service.

Interested?

The process consists of an introductory interview, an online assessment, and a final interview, followed by a reference check.