Service Desk Technician II - Hybrid IT & Security Support

AIT Worldwide Logistics; Amsterdam; On-site; EUR 40,000 - 55,000; Full time

Benefits offered by this job

27.5 holiday days per year

Pension plan

Online learning library and training

Employee support programs

Volunteer hours (5 per year)

Exclusive employee discounts via Deel

Job summary

AIT Worldwide Logistics seeks a Service Desk Technician II to deliver high‑quality technical support for a cloud‑based workplace. You will handle complex incidents, support Microsoft 365, Entra ID, Intune, Windows 11 and mobile devices, and contribute to security, automation and knowledge management.

You will work within ITIL 4 aligned processes, engage with cybersecurity initiatives, and utilize Copilot to enhance incident resolution and user experience.

Qualifications

• Proven IT support or service desk experience in an international environment.
• Strong knowledge of Microsoft 365, Entra ID, Intune and Windows 11.
• Ability to translate technical issues into business language and document effectively.

Responsibilities

• Resolve escalations and complex incidents within SLA, escalate when needed.
• Support the digital workplace across Microsoft 365, Entra ID, Intune, Windows 11 and devices.
• Manage user access: onboarding, offboarding, provisioning, deprovisioning, MFA and licenses.
• Enable hybrid work: support office, remote and mobile users with VPN, Wi‑Fi, Teams and cloud apps.
• Strengthen security: triage phishing, device security and Zero Trust controls; escalate to SOC.
• Drive automation and AI: use Copilot, PowerShell, Power Automate to improve ticket handling and self-service.
• Maintain knowledge articles and contribute to ITIL 4 and continuous service improvement.

Skills

Microsoft Office troubleshooting

LAN/WAN networking

IT support

Communication

Security awareness

Digital Employee Experience

Dutch and English (oral/written)

Education

MBO+/HBO level in IT or Computer Science

Tools

Microsoft 365

Entra ID

Intune

PowerShell

Power Automate

Copilot AI tools

Job description

AIT Worldwide Logistics seeks a Service Desk Technician II to deliver high‑quality technical support for a cloud‑based workplace. You will handle complex incidents, support Microsoft 365, Entra ID, Intune, Windows 11 and mobile devices, and contribute to security, automation and knowledge management.

You will work within ITIL 4 aligned processes, engage with cybersecurity initiatives, and utilize Copilot to enhance incident resolution and user experience.