Key Skills

Job Description

Job Description Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service. This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can't resolve. Main tasks (essential Job Functions): 1 st and 2 nd level troubleshooting and problem solving Logistics organization, and stock organization Network patching and device management Coordination of a team IT support (1st and 2nd level): Diagnose and resolve issues with desktops, laptops, printers, copiers, scanners, mobile devices and peripherals, within SLA; Set up and configure hardware and mobile devices for end users; Install, configure and update software, operating systems and security patches; Resolve software problems that cannot be fixed remotely; Troubleshoot local network issues (Ethernet and Wi-Fi); Handle incidents that need a physical presence, such as system failures and urgent hardware replacements; Cover phone calls at the request of management to support the core service desk agents; Log all activity in ServiceNow, and escalate unresolved issues with full context; Act as liaison between end users and other IT teams; Logistics and asset management: Maintain accurate IT asset records and run physical stock inventories; Manage daily stock, orders, receipt and quality control of incoming equipment against orders; Process and analyse user equipment requests, including simple RFCs; Prepare, pack and deliver equipment, and help users with first setup and onboarding; Plan deliveries with users by phone and email, and create field technician work orders; Manage deployment and retrieval of equipment for new hires, leavers and department moves; Handle end-of-life processes: data wiping (Blancco) and decommissioning; Network: Install, test and configure network hardware (routers, switches, firewalls, access points) and cabling; Perform network patching and device management; Diagnose and report network issues, providing on-site and remote support; Team coordination: Plan daily tasks and organise team activities, including agent schedules (holidays, sick leave); Monitor the incident queue, redistribute tickets during absences, and ensure SLA compliance; Manage the escalation process and be the focal point for local and central management teams; Align processes with DWP / EUSS; Report issues with analysis to the IM team, and submit weekly activity reports to management; Contribute to documentation, operational procedures and workload planning. Job Requirements Must have At least 4 years of experience in a similar role; Solid knowledge of Microsoft OS and Office tools, Linux and macOS; Fluent written and spoken Dutch and English; Strong customer service skills; Ability to work autonomously, learn complex procedures quickly, and stay effective under pressure; Teamwork and experience dealing with multicultural users; Punctuality and reliability; Clean criminal record. Nice to have Additional IT certifications; French (a plus), or other European languages such as Spanish or Italian. Working Conditions 8-hour shifts between 08:00 and 18:00, Monday to Friday, with occasional flexibility for overtime; On-site in Petten, Netherlands. The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job. What's next: It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [email protected] and we'll be happy to assist! Diversity & Inclusion Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you! About Us We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology. We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations. Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all. Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients. We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects. More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses. If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place. We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused. Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them. If you suspect you've been targeted, please contact us immediately at [email protected] for verification. Key Points to Remember: Legitimate job offers only follow interviews conducted with our hiring managers or clients. We will never ask for payment at any stage of the recruitment process. Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.

Core Responsibilities

Provide first- and second-level, hands-on IT support for end users, resolving hardware, software, device, and local network issues while logging incidents and escalating unresolved cases. Manage IT equipment and inventory, coordinate deployments and team workloads, monitor service levels, and contribute to operational reporting and documentation.

Requirements

Requires at least four years of experience in a similar role, solid knowledge of Microsoft operating systems and Office tools, Linux, and macOS, and fluency in written and spoken Dutch and English. Candidates must demonstrate strong customer service, autonomy, adaptability under pressure, teamwork with multicultural users, punctuality, reliability, and a clean criminal record; additional IT certifications and French or other European languages are advantageous.