Key Skills

Job Description

IT Support Engineer – Utrecht, Netherlands Contract Type: Freelance Contract Duration: 1 Year Location: Utrecht, Netherlands (On Site) Language: Fluent English + Dutch Job Overview We are looking for an experienced IT Support Engineer to provide technical support and ensure smooth IT operations in an enterprise environment. The ideal candidate should have strong knowledge of ITIL processes, IT infrastructure, Active Directory, ticketing systems, and hardware/software troubleshooting. Key Responsibilities Provide IT support in line with established ITIL processes, including Incident, Change, and Problem Management. Log, qualify, categorize, and route tickets according to ITIL standards. Troubleshoot and resolve hardware, software, operating system, network, and infrastructure-related issues. Work with ticketing platforms such as ServiceNow and other ITSM tools. Raise and manage service requests with vendors and manufacturers when required. Perform access management, including verification and proper documentation of system access. Handle escalation management and participate in crisis meetings when necessary. Act as a key link between IT Operations/Production and technical teams to ensure effective issue resolution. Analyze technical issues, identify root causes, and provide effective solutions. Maintain accurate documentation and ensure timely updates within the ticketing system. Technical Skills Active Directory ServiceNow / ITSM Ticketing Systems ITIL processes Windows / Operating Systems Hardware & Software Troubleshooting Networking fundamentals Knowledge of databases and storage environments Strong analytical and problem-solving skills

Core Responsibilities

Provide enterprise IT support by managing and resolving incidents, service requests, and hardware, software, operating system, network, and infrastructure issues in accordance with ITIL processes. Maintain ticket and access documentation, coordinate with vendors and technical teams, manage escalations, and analyze issues to identify root causes.

Requirements

The role calls for experience supporting IT operations in an enterprise environment and strong knowledge of ITIL, Active Directory, ServiceNow or other ITSM tools, Windows, and troubleshooting. Candidates should also have networking fundamentals, familiarity with databases and storage environments, strong analytical and problem-solving skills, and fluent English and Dutch.