Senior Service Desk Technician — Cloud & Security Focus

Ait-Worldwide-Logistics; Amsterdam; On-site; EUR 42,000 - 62,000; Full time

Benefits offered by this job

27.5 holiday days per year

Solid pension plan

Online learning library and regular培训

Employee support programs

Five volunteer hours per year

Exclusive employee discounts through D

Job summary

AIT Worldwide Logistics is seeking a Service Desk Technician II to provide high‑quality, incident‑driven IT support in a modern digital workplace. You will handle complex escalations and support Microsoft 365, Entra ID, Intune, Windows 11, and mobile devices.

You will contribute to cybersecurity, automation, and knowledge management, while working in an international setting and traveling to European and UK sites as needed. Fluency in Dutch and English is required.

Qualifications

• 3+ years in Service Desk, IT Support or customer service roles, preferably international.
• Experience troubleshooting Microsoft Office and workplace technologies.
• Ability to translate technical issues into business language.
• Maintain confidentiality of information handled by company systems.
• Manage priorities across tasks and projects.
• Willingness to travel to European and UK sites; valid Category B license.

Responsibilities

• Resolve escalations: Analyze and fix complex incidents and service requests within SLA, escalating to Infrastructure, Security, Cloud or Application teams when needed.
• Support the digital workplace: Manage user support across Microsoft 365, Entra ID, Intune, Windows 11, mobile devices, printers, collaboration tools and business applications.
• Manage user access: Onboarding, offboarding, provisioning, deprovisioning, licensing, group membership, MFA and access management tasks.
• Enable hybrid work: Support office, remote and mobile users with VPN, Wi‑Fi, Teams, remote access, cloud applications and virtual workstation solutions.
• Strengthen security: Triage phishing and security issues, support device compliance, endpoint security, passwordless authentication and Zero Trust controls, and elevate incidents to SOC.
• Drive automation and AI: Use Copilot, PowerShell, Power Automate and ITSM workflows to improve ticket handling, knowledge creation, self‑service and chatbot content.
• Improve IT services: Maintain knowledge articles, support ITIL 4 processes, contribute to root‑cause analysis, major incident reviews, continual improvement and Digital Employee Experience.

Skills

Customer service

Clear communication

Problem solving

Multitasking

Attention to detail

Dutch & English fluency

Education

MBO+/HBO IT or CS background

Tools

Microsoft 365

Entra ID

Intune

Windows 11

VPN

PowerShell

Power Automate

ITSM workflows

Job description

AIT Worldwide Logistics is seeking a Service Desk Technician II to provide high‑quality, incident‑driven IT support in a modern digital workplace. You will handle complex escalations and support Microsoft 365, Entra ID, Intune, Windows 11, and mobile devices.

You will contribute to cybersecurity, automation, and knowledge management, while working in an international setting and traveling to European and UK sites as needed. Fluency in Dutch and English is required.