Key Skills

Job Description

We are currently looking for a Front Office coordinator in Petten (Netherland). The person chosen will join a small team to perform informatics, logistics and network support activities to our customer. Coordination Coordinate the local team's daily activities and plan daily tasks Manage the team schedule (holidays, sick leave) and redistribute tickets when an agent is absent Monitor the incident queue and ensure contractual SLAs are respected Check that scheduled tickets are planned according to the agreed rules Act as focal point for local and central management teams and align local processes with the central service framework Report activities to the manager, complete weekly reports and report recurring issues with a full analysis to the incident management team End-user IT support Provide 1st, 2nd and 3rd level troubleshooting and problem solving Analyse, diagnose and resolve issues on desktops, laptops, printers, copiers, mobile devices, peripherals and LAN equipment within SLA Set up and configure desktops, laptops, printers, scanners, mobile devices and docking stations Install and update software, operating systems and security patches Resolve on-site software issues (crashes, performance, compatibility) and local Ethernet and Wi-Fi connectivity problems Handle urgent incidents requiring physical presence, such as system failures or hardware replacements Diagnose and repair hardware when required Take service desk calls when requested by management Log all activities, incidents and resolutions in ServiceNow Escalate unresolved issues to specialised teams with full context IT logistics and asset management Manage stock and IT asset inventory, both in records and physically Deploy and retrieve equipment for new hires, departures and internal moves, and support users during onboarding Plan deliveries with users by phone and email, prepare and pack equipment, deliver laptops and assist with first setup Check incoming material against orders and follow up on orders and receipts Manage end-of-life processes: secure data erasure (Blancco) and decommissioning Analyse and process user equipment requests and simple RFC-related requests Create field technician work orders and contribute to workload planning Produce basic activity reports and contribute to operational procedures, troubleshooting guides and the knowledge base Network Install and test network hardware: servers, routers, switches, firewalls, wireless access points Set up network cabling and patching and assist with network device configuration Diagnose and report network issues (connectivity, hardware failures, performance bottlenecks) Provide on-site and remote network support Keep accurate records of installations, configurations and maintenance, and report on network performance and improvement recommendations Profile Experience Minimum 4 years of experience in a similar role Technical skills - required Strong knowledge of Microsoft operating systems and Office tools, Linux and macOS Hands-on experience with hardware, peripherals, mobile devices and local networks Experience with ticket management under contractual SLAs Experience with an ITSM tool, ideally ServiceNow Technical skills - appreciated Additional IT certifications Soft skills Team coordination and teamwork Strong customer relationship skills and good manners Ability to work under pressure and in autonomy Ability to quickly assimilate complex procedures and information Comfortable working directly with multicultural users at their desk Punctuality, reliability and a professional appearance Languages Dutch and English: fluent, written and spoken (mandatory) French: a plus Other European languages (Spanish, Italian, etc.): appreciated Location and working conditions Location: North Holland, Netherlands - 100 % on-site Full time contract Some flexibility required when overtime is exceptionally needed A clean criminal record is required

Core Responsibilities

Coordinate the local support team's daily work, schedules, incident queue, and SLA compliance while reporting activities and recurring issues to management. Provide on-site end-user and network support, manage IT equipment and assets, and document incidents, installations, and operational procedures.

Requirements

At least four years of experience in a similar role, strong knowledge of Microsoft operating systems and Office tools, Linux, and macOS, and hands-on experience with hardware, mobile devices, and local networks are required. Candidates must have experience managing tickets under contractual SLAs, ideally using ServiceNow, and be fluent in written and spoken Dutch and English; additional IT certifications are appreciated.