IT Onsite Support Technician

IT Onsite Support Technician (L2) Backfill & Dispatch | Apeldoorn 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 Apeldoorn 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.

This position is especially suitable for:

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 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.

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

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

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

• 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; escalat 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

• 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…