[Hiring] Service Desk Technician II @AIT Worldwide Logistics

Role Description

The Service Desk Technician II is responsible for providing high-quality technical support to employees within a modern, cloud-based work environment. The role focuses on resolving complex incidents and service requests escalated from the Level 1 Service Desk organization.

• Support a modern digital workplace based on Microsoft 365, Entra ID, Intune, Windows 11, mobile devices, and cloud platforms.
• Play an active part in cybersecurity, automation, knowledge management, Digital Employee Experience (DEX), and continuous service improvement according to ITIL 4 principles.
• Leverage AI-enabled tools such as Microsoft Copilot to resolve incidents more quickly, enrich knowledge, and continuously improve the user experience.

Responsibilities

• Resolve escalations: Analyze and fix complex incidents and service requests within SLA, escalating to Infrastructure, Security, Cloud or Application teams when needed.
• Support the digital workplace: Manage user support across Microsoft 365, Entra ID, Intune, Windows 11, mobile devices, printers, collaboration tools and business applications.
• Manage user access: Execute onboarding, offboarding, provisioning, deprovisioning, licensing, group membership, MFA and access management tasks.
• Enable hybrid work: Support office, remote and mobile users with VPN, Wi-Fi, Teams, remote access, cloud applications and virtual workstation solutions.
• Strengthen security: Triage phishing and security issues, support device compliance, endpoint security, passwordless authentication and Zero Trust controls, and escalate incidents to SOC.
• Drive automation and AI: Use Copilot, PowerShell, Power Automate and ITSM workflows to improve ticket handling, knowledge creation, self-service and chatbot content.
• Improve IT services: Maintain knowledge articles, support ITIL 4 processes, contribute to root-cause analysis, major incident reviews, continual improvement and Digital Employee Experience.

Qualifications

• Meet education and experience standards: MBO+/HBO level with IT, Computer Science or equivalent background, plus at least 3 years in Service Desk, IT Support and customer service roles, preferably in an international environment.
• Apply technical knowledge: Troubleshoot Microsoft Office, understand LAN/WAN networking, and support users across business systems and workplace technologies.
• Communicate clearly: Translate technical issues and IT risks into clear business language; write effective technical documentation and communicate professionally with all user levels.
• Protect information: Maintain confidentiality of all information processed, stored or accessed through company systems.
• Manage priorities: Handle multiple tasks and projects, analyze issues, identify solutions and support process optimization and risk management.
• Deliver strong service: Demonstrate customer focus, problem-solving ability, interpersonal skills and a proactive support mindset.
• Support operational needs: Participate in on-call rotation, travel to European and UK sites, work evenings or weekends when required, and hold a valid Category B driver’s license.
• Fluent oral and written Dutch and English is a must.

Benefits

• 27.5 holiday days per year to relax and recharge.
• A solid pension plan to secure your future.
• Access to an online learning library and regular training opportunities to support your professional growth.
• Employee support programs focused on your well-being.
• Five paid volunteer hours per year, giving you time to make a difference.
• Exclusive employee discounts through Deel, adding extra perks to your everyday life.