Mac OS EUC Support – L2

Tech Mahindra; Amsterdam; Hybrid; EUR 32,000 - 46,000; Full time

Job summary

Tech Mahindra in Amsterdam is seeking a hands-on Onsite IT Support Analyst to assist end users via the Tech Bar and onsite visits. You will diagnose hardware/software issues, perform health checks, and support device deployments in a fast-paced environment.

The role emphasizes strong troubleshooting, clear communication in Dutch and English, and collaboration with IT teams to resolve complex incidents while delivering an excellent customer experience.

Qualifications

• 2-5 years of desktop support experience.
• Strong knowledge of Windows and macOS.
• Experience with laptop imaging and hardware upgrades.
• Familiarity with antivirus tools and endpoint troubleshooting.
• Experience with IT service management processes and ticketing tools.
• Excellent troubleshooting and customer service skills.
• Ability to work onsite independently.

Responsibilities

• Perform system diagnostics and troubleshooting for Windows and Mac devices.
• Image and configure Windows and Mac laptops; perform hardware upgrades.
• Provide end-user training and awareness sessions on devices, apps and services.
• Deliver high-quality walk-up support and manage incidents and service requests.

Skills

Windows OS

macOS

Troubleshooting

Customer service

Onsite IT support

Asset management

Tools

Laptop imaging

Deployment

Antivirus tools

ITSM ticketing

Job description

Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 149k+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future. Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies.

Years of Experience: 2-5 Years of Experience.

Onsite/Offsite: Hybrid Remote- Onsite

Language: Dutch Speaking.

Job Summary

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.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.