Service Desk & Onsite L2 support

Tech Mahindra; Nieuwegein; On-site; EUR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Service Desk & Onsite Analyst to provide first-line technical support to users. This role involves troubleshooting a variety of technical issues, assisting with account management, and ensuring high customer service standards. The ideal candidate will have strong communication skills, a solid understanding of IT concepts, and the ability to work independently in a fast-paced environment. Join a dynamic team where your contributions will help enhance user experiences and drive operational efficiency in a collaborative atmosphere. If you're passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• L2 On-site or Remote Support experience required.
• Understanding of networking concepts and Microsoft 365 is essential.

Responsibilities

• Provide first line technical support to users and troubleshoot issues.
• Maintain documentation of issues and solutions in the IT service management system.
• Install and configure desktop and laptop computers and other peripherals.

Skills

Excellent communication skills

Problem-solving skills

IT awareness (TCP/IP, DNS, DHCP, VPN)

Customer service skills

Ability to work independently

Education

ITIL Certification

Microsoft Certified: Modern Desktop Administrator Associate

MCSE

Tools

ServiceNow

Jira

HPSM

BMC Remedy

CA Service Desk

Job description

Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 145,000+ 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.

Job Title: Service Desk & Onsite L2 support

Scope of position:

The Service Desk & Onsite Analyst will provide first line technical support to users and troubleshooting for end-users, both remotely via the service desk and in-person at onsite locations. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Key responsibilities:

• Serve as service Desk & Onsite L2 support contact for IT support via phone, email, chat, and ticketing system.
• Maintain accurate documentation of issues, solutions, and processes in the IT service management system.
• Ensure that issues are resolved within ticket life cycle.
• Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary.
• Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals.
• Assist with account setup, password resets, and access management in Active Directory and other systems.
• Support office and remote users in troubleshooting VPN, email, collaboration tools, and other enterprise applications.
• Conduct basic IT training for end-users on common issues and best practices if necessary.
• Assist in onsite support activities, including hardware deployment, desk setups, and meeting room tech support.
• Participate in IT asset management by tracking and managing hardware and software inventories.
• Work independently and collaboratively within a team.
• Communicate professionally within internal and external contacts.
• Adhere to Tech Mahindra and client’s procedures, policies, and guidelines; including KPI related activities to avoid business impact.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI.

Skills/qualifications required:

• Certifications (Optional): ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support.
• Level of expertise: L2 On-site or Remote Support.
• Excellent communication skills and telephone manner.
• IT Awareness: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with Microsoft 365, Active Directory, and common enterprise applications.
• Tools: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar.
• ITIL: Knowledge of ITIL processes and procedures would be an added advantage.
• Basic understanding of IT security best practices.
• C1 level Dutch language skills in combination with excellent English language skills.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Strong customer service and communication skills, both verbal and written.
• Excellent problem-solving skills with the ability to diagnose technical issues effectively.

Note: This role requires travel to multiple locations within the country. Therefore, a valid driver's license and access to a car are essential.

How To Apply:

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by-step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page, or you can also share your resume directly to the provided email address. We look forward to receiving your application!

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.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Consulting, Engineering, and Information Technology
• Industries: IT Services and IT Consulting, Information Services, and Business Consulting and Services