For an international company in the Rotterdam area, Genius Recruitment is currently looking for an IT helpdesk support specialist. You will be the first line of contact for customers requiring IT support via email, the ticketing system and telephone calls. You are responsible for maintaining the network of around 300 users in the EMEA region.


Your team:

Your colleagues of the IT team are based in the UK. The team consists of an IT Manager, the team leader and two additional colleagues. You will be in close contact with the team on a daily basis. In the Rotterdam office the entire team consists of approx. 60 colleagues.


About the role:

You will provide first (and second) line helpdesk support to your colleagues in the EMEA region, assisting them with hardware and software problems via phone, email and the ticketing system. You will provide excellent customer service and keep your customers updated throughout the lifecycle of a call and provide support to second line engineers working on problem resolution.

Key responsibilities:

· Providing first line contact for customers requiring IT support

· Working closely with 2nd line and 3rd line IT specialists to ensure the highest level of customer service is provided at all times

· Ensuring that logs are responded to and resolved according to their SLA’s

· Maintaining and updating the IT logs and keeping the system up to date

· Introducing the ticketing system in the Rotterdam office

· Investigating and recommending service improvements for customers to the EMEA IT Manager

· Performing asset management for all their hardware across the organisation and liaising with Accounts in order to reconcile

· Local stock control and management of IT consumables and accessories

· Network Patch management local office

· Occasional travel to other EMEA offices for training, performing installations and providing support


Your skills & qualifications:

· At least educated to MBO level

· Ideally you bring a minimum of 1 year experience in a similar role

· Microsoft Technology Associate (beneficial)

· CompTIA A+ certification (beneficial)

· Fluent in English, preferably you speak an additional European language

· Strong communication skills, proven experience in customer service

· IT skills in MS Office, good knowledge of MS Windows 7-8-10

· Basic understanding of networking, including DHCP, DNS and TCP/IP

· Strong understanding of software installations

· Firm understanding Active Directory and user account management

Must haves:

· Office 365, VMWare, Windows Server 2012 / 2016

· Mobile Device Management Solutions


On offer:

· A dynamic international working environment

· The company offer excellent ongoing mentoring and training

· Salary 2100 – 2500 gross per month depending on experience

· Free gym on site