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The Senior IT Support Associate role involves providing hands-on technical support to end users at the client site in Breda. The candidate will diagnose and resolve software and hardware incidents, assist users with IT-related issues, and ensure the smooth operation of workplace IT systems. Strong knowledge of Windows 10/11, ITSM tools, and excellent communication skills in both Dutch and English are essential for success in this fast-paced environment.
Job Responsibility:
To diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
To assist all our users with any logged IT related incident when called upon
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
escalating incidents to other support teams where necessary
To accurately record, update and document requests using the IT service desk system
To install and configure new IT equipment
To resolve incidents and upgrade different types of software and hardware
To resolve incidents with printers, copiers and scanners
To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
Must be ready and willing to work as part of an IT Support Team
Must have an ability to manage changing priorities
To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
Ensure client assets are updated in the Hardware asset management database, ensure IT stockrooms are keep up to date, tidy and manage asset disposals and also the return of lease devices back to Lessor on a monthly basis
To work on infrastructure smart hand activities during working hours and when required out of hours support i.e. after business hours, weekend work
To work within the relevant legislation, policies and procedures
To actively support equality and diversity policies of the organization
To attend training courses as identified and agreed for appropriate development
Requirements:
Good working and troubleshooting knowledge of Windows 10/11
Experience with an ITSM tool to update tickets on a daily basis, such as ServiceNow
Microsoft Active Directory knowledge and usage
Experience with Microsoft Office 365
Basic TCP/IP Networking Protocols
Setup of wireless handheld devices such as Apple iOS iPhone / iPad
Coordinate activities with Help Desk, Network Services, or other IS groups
Working proficiency in both Dutch and English is mandatory