Your responsibilities

Provide first-line technical support to end users via telephone, addressing hardware, software, and network-related issues in both Dutch and English.
Diagnose and resolve problems related to equipment configuration, backup maintenance, and software installation or de-installation.
Accurately document and manage incidents, work requests, and resolutions using the Call Tracking System.
Route complex issues to internal support groups and collaborate closely with technical teams to ensure swift resolution.
Administer and manage user access permissions across various systems, ensuring security and compliance.
Coordinate with external vendors and internal support staff to acquire specialized technical knowledge and facilitate problem resolution.
Maintain high standards of customer service, guiding users through corrective steps and providing clear, concise solutions.

Our requirements

Proficiency in both Dutch and English (minimum B2 level in each).
Excellent verbal and written communication skills, with the ability to explain technical information clearly.
Strong customer service orientation and problem-solving abilities.
Solid understanding of IT environments, including experience with Windows OS, MS Office, Internet browsers, antivirus, firewall software, and PC hardware troubleshooting.
Ability to rapidly acquire new technical knowledge and adapt to changing processes.
Experience in documenting and managing incidents using ticketing or call tracking systems.
Previous experience in a technical support or IT helpdesk role.
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Proven ability to support users in both Dutch and English.