IT Support Specialist

Key responsibilities

IT Support & Helpdesk:

• Take ownership of Helpdesk requests through their full-service lifecycle.
• Write, or rework, report requests and data extracts to support different departments.
• Ensure requests are updated and customers are always kept fully informed of progress.
• Complete allocated requests in line with agreed service levels.

General maintenance:

• Support and maintain MS Server/Desktops.
• Support and maintain Office 365 Solutions.
• Contribute to polices, processes and procedures.
• Establishing a good working relationship with the business and customers.
• Keep up to date with advancements in technology.

Carry out routine systems monitoring including:

• Services.
• Backups.
• Disk Space.
• Carry out performance monitoring.
• Carry out antivirus installation to desktops and laptops.
• Ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded.
• Work with customers and internal teams to ensure operational and service excellence is delivered and maintained.

Project based and ad-hoc development work

Working in conjunction with IT team and other department colleagues you are required to —

• Manage project work within the IT department.
• Analyse and identify possible solutions.
• Gather and write development specifications.
• Assess an agree requirements and deliverables.
• Write test plans.
• Complete development and testing in a timely manner.
• Assist in training users where required.
• Gain business sign-off.
• Implement changes with appropriate documentation.
• Perform post implementation checks and review.

Infrastructure support

• Problem solve application issues and develop appropriate fixes.
• Discuss and devise smarter solutions to system challenges.
• Advise business users in the effective use of applications and information technology.

General:

• Ensure all work undertaken is in line with IT policies and processes standards.
• Regularly report progress to IT Service Manager, and stakeholders when necessary.
• Liaise with external clients and third-party service providers as required.
• Participate in internal and external meetings as requested.
• Identify and meet personal job-related training and development as required.
• Undertake telephone liaison with relevant contacts.
• Provide assistance in terms of general and specific business IT support as required.
• Keep abreast of the latest application developments and look how to apply to the business.

Health & Safety:

• Utilize skills and knowledge to recognize and assess potential risks on site.
• Adhere to individual departmental health & safety rules.
• Assist with investigations as required.
• Report any incidents including near misses.
• Help to ensure all working environments are safe and secure.
• Uphold company's commitment to health & safety.

Required Experience and skills

• Education level: MBO 4, at least 1- 2 years of similar experience.
• Experience in supporting and troubleshooting end user devices (desktops, laptops, printers), operating systems like Windows, MacOS and peripherals.
• Strong knowledge of Microsoft 365 suite, Office applications, remote access/support tools.
• Understanding of core infrastructure like Active Directory, DNS, SCCM, networking, wireless.
• Experience with IT service management frameworks like ITIL.
• Strong problem solving skills.
• Excellent organisational skills.
• Able to manage sensitive and sometimes confidential information.
• Self-motivated and able to take responsibility.
• Able to demonstrate initiative and a proactive approach to daily tasks.
• Good interpersonal skills and ability to work independently and as part of an effective team.
• Able to build good relationships at all levels, internally and externally.
• Resilient to cope with conflicting demands, able to prioritise duties and work effectively under pressure.
• Excellent communication skills, both verbal and written in both Dutch and English.

This role requires full-time, on-site presence at our office located in Businesspark Friesland-West, 15 AS Heerenveen.