1st Line Support COTS – Senior

Job Type(s): Contract/Freelance
Company Name: infeurope S.A.

infeurope is looking for a 1st Line Support COTS – Senior for an agency of the European Union in Amsterdam (AMSTERDAM ZUID).

Task description:

  • Resolution of Incidents and Service requests.
  • Installation of software
  • Administer day-to-day operations to satisfy continuity of service, recovery, security and performance needs.
  • Application troubleshooting, deployments, minor configuration changes.
  • End-to-end infrastructure/application monitoring.

Expected Profile:

  • Bachelor’s degree of 3 years attested by a diploma, in Computer Science.
  • Proven experience in the following:
    • 1st Line IT Service Desk experience of minimum 4 years
    • Direct customer service experience of minimum 4 years
    • Active Directory (Microsoft and Azure)
    • Office Tools (Excel, Word, etc…)
    • ITSM Tools (Jira or Service Now)
    • Windows
    • Software installations
    • Microsoft Teams
    • Hardware troubleshooting
    • Microsoft 365+
    • Hardware support
    • Azure VDI
    • Bitlocker
    • VPN
    • Network troubleshooting

Expected Profile:

  • Good experience in User support, Change support, Service Delivery, Problem Management;
  • Experience in Testing, Information and Knowledge Management, Information Security Management;
  • Good knowledge of Component Integration and Solution Deployment;
  • Good understanding of IT security and best practices;
  • Experience working in a multicultural environment;
  • Strong communications skills; English is mandatory (minimum level B2); Experience in communicating in English with non-native English speakers; Ability to provide support over the phone; excellent phone conversation skills, professional demeanour;
  • Good organizational skills and the ability to work responsibly with or without direct supervision;
  • Team player with a willingness to offer and provide help to non-technical users; Ability to build good and strong relationships with the End-User base
  • Ability to work in unusual situations, flexibility and a willingness to undertake tasks not directly related to the job description; Ability to exercise patience and to remain composed and professional always and especially when under pressure; Ability to handle a constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times;
  • Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it;
  • Working knowledge of common operating systems and software/Audio-visual applications.

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