IT Onsite Support Technician (L2) - Leiden

IT Onsite Support Technician (L2)

Backfill & Dispatch | Leiden Area, The Netherlands

What kind of position is this?

This is not a full-time job. This is a flexible, task/project-based position for IT Onsite Support technicians working on a backfill and dispatch basis across the Leiden area.

Backfill means: you temporarily take over a position at a client that has become vacant for a set period due to reasons such as sickness, leave, or vacation. Dispatch means: you are assigned to a specific task/client and you complete that job.

You work as the assignments come in. This is not continuous, guaranteed hours; that is why we have clearly outlined below who this position is suitable for.

Who fits this profile?

This position is especially suitable for:

1. Part-time workers: those who have room in their schedule for backfill/dispatch assignments.
2. Remote workers: those who work remotely for another company but are at the same time able to provide onsite backfill support for our partner.
3. People working with multiple IT service providers: those who regularly receive backfill/dispatch opportunities from companies like ours and add these to their portfolio.
4. Students with a flexible schedule: students who can arrange their study schedule flexibly and already have work experience in this field are also welcome to apply. The experience requirement below applies to student applicants as well.

Important: If you are looking for a full-time job, this position is not for you. This is not a full-time job posting; please do not apply. If you do not match the profile above, there is no need to apply.

Working hours

Working hours vary by client/task. If you are booked at a client for a full day, the typical hours are 09:00–18:00 (1 hour break). However, this can differ from client to client; for example, at some clients the hours may be 08:00–17:00 (1 hour break). Working hours are specified separately for each task/client.

Compensation and benefits

Hourly rate

Competitive market rate for the Netherlands, based on your experience. The rate is agreed before the assignment starts.

Travel allowance

Travel costs are reimbursed in accordance with Dutch laws and regulations.

Assignment basis

Paid per assignment / per hour worked. No guaranteed minimum hours.

Duties and responsibilities

• Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications
• Install, support and troubleshoot End User Workspace hardware such as desktops, laptops, printers, mobile devices, video and conferencing equipment and any other authorized peripheral equipment
• Perform general preventative maintenance tasks on devices and software
• Follow and execute instructions provided by Subject Matter Experts (SMEs)
• Provide advanced-level support for complex issues regarding End User Workspace hardware, software and applications
• Provide fleet rotation services similar to the Apple Genius Bar
• Provide priority support services for Executive and VIP users
• Provide support to remote Desktop Engineering teams on Application Packaging, Software Distribution, Image Management, Mobile Device Management (MDM), End User Workspace Security Management and Desktop Virtualization
• Provide onsite hands-and-eyes support to Customer/OEM SMEs for installing, supporting and troubleshooting devices in the Network and Compute environment
• Assist users with any logged IT-related incident when called upon
• Take ownership of issues, carry out problem analysis, and implement temporary or permanent fixes; escalate to other support teams where necessary
• Accurately record, update and document requests using the IT service desk system
• Maintain a first-class level of customer service, treating all customers efficiently and professionally

Technical skills

• Good general understanding of IT principles such as Networks, Hardware and Domains
• Working knowledge of leading software packages such as MS Office and MS Outlook
• Advanced working knowledge of operating systems such as Windows and Mac and related applications
• Experience in End User device hardware and software troubleshooting
• Expert knowledge of mobile devices, in particular iPhones
• Experience building, configuring, replacing and troubleshooting EUC hardware components
• Good experience supporting devices such as printers and meeting room equipment
• Awareness of Data Backup principles
• Familiarity with virtual, MDM and VPN environments
• Good hands-on experience with systems such as SCCM, MDM, Citrix and similar
• Basic knowledge of Infrastructure (Compute and Network) hardware architecture, sufficient to understand procedures shared by L2 teams during troubleshooting and H&E support
• Basic knowledge of server/client operations in a domain environment, including Active Directory
• Hands-on experience installing and troubleshooting Infrastructure (DC & Network) equipment, Rack & Stack and cabling
• Experience with IMAC and Breakfix activities in the Infrastructure environment
• Ability to identify the right defective spares and replace them with good spares as instructed
• Knowledge of TCP/IP standards and networking

Experience and qualifications

• Experience: 2–5 years of experience in a similar environment
• Education: Relevant MBO/HBO level education or equivalent practical experience
• Language: Fluent Dutch with the customer; good-standard English with the Service Desk
• Work authorization: Valid right to work in the Netherlands
• Certification: Knowledge of ITIL and experience working in an ITIL environment is an advantage

Location

Leiden area, the Netherlands (varies by client/task). You are expected to be able to travel to client sites by public transport or your own transport.