Senior IT Service Desk Engineer - Hybrid Role with Growth

Academic Key; Rotterdam; Hybride; EUR 41 000 - 48 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Office furniture and IT equipment

25 holidays per year

6 ATV days

Reflect & Develop Plan

Coaching sessions

Work-from-home and travel allowances

Résumé du poste

Sunweb Group in Rotterdam is seeking a Senior IT Servicedesk Engineer to be the first point of contact for employees, resolving incidents and supporting onboarding while improving our digital workplace.

You’ll work with Infrastructure, Security and Development teams in a hybrid role, share knowledge, coach colleagues, and drive ITIL-based service management to deliver a reliable employee experience.

Qualifications

• 4+ years in IT support, service desk, workplace support or a similar role.
• Strong knowledge of Microsoft 365, Azure and modern workplace environments.
• Experience supporting Windows 11, macOS and mobile devices (iPhone/iPad).
• Experience with service management tools, preferably Jira Service Management.
• Good understanding of ITIL principles and service desk best practices.
• Strong troubleshooting skills and ability to prioritise effectively.
• Ability to work independently and take ownership; act as escalation point.
• Experience coaching or mentoring less experienced team members.
• Ability to explain technical topics clearly to non-technical colleagues.
• Fluency in English; Dutch is a plus but not required.

Responsabilités

• Resolve first- and second-line IT incidents and service requests via Jira, phone, email and walk-ins.
• Troubleshoot hardware, software, network, VPN, Microsoft 365 and workplace-related issues.
• Support onboarding and offboarding, including account creation and device setup.
• Ensure new colleagues have the right tools and systems from day one.
• Manage and maintain user accounts, devices and workplace applications.
• Act as escalation point for more complex incidents and service requests.
• Collaborate with Infrastructure, Security and Development teams to resolve issues.
• Contribute to ITIL-based service management processes and maintain knowledge documentation.
• Identify recurring issues and drive improvements and automation.
• Take ownership of areas such as Microsoft 365 or IT service management.
• Share knowledge, coach colleagues and support wider IT team development.
• Engage with stakeholders to continuously improve the employee IT experience.

Connaissances

Microsoft 365

Azure

Windows 11

Jira Service Management

ITIL

Troubleshooting

Ownership

Communication

English fluency

Outils

Jira Service Management

Microsoft 365

Azure

Windows 11

Description du poste

Sunweb Group in Rotterdam is seeking a Senior IT Servicedesk Engineer to be the first point of contact for employees, resolving incidents and supporting onboarding while improving our digital workplace.

You’ll work with Infrastructure, Security and Development teams in a hybrid role, share knowledge, coach colleagues, and drive ITIL-based service management to deliver a reliable employee experience.