JSS ASSOCIATES
Jobid=A.0.08
Job Title: Desk Side Support – L2
Location: Venlo(4 days per week) and OSS(1 day per week), Netherlands
Experience Required: Minimum 3 years
Certifications (Preferred):
- A+ Hardware (CompTIA or equivalent)
- Microsoft Certification (e.g., MCSA, MCSE)
- ITIL Certification (Preferred for Service Management)
- CCNA (Preferred for Networking)
Job Overview:
The Desk Side Support – L2 Technician will provide on-site IT support for end-users, ensuring the smooth operation of hardware, software, and enterprise IT systems. The role requires troubleshooting, installation, and maintenance of IT infrastructure, including PCs, mobile devices, printers, video conferencing systems, and networked devices. The candidate must have strong communication skills and a problem-solving mindset.
Key Responsibilities:
1. End-User IT Support & Troubleshooting
- Provide L2 technical support for PCs (Desktops & Laptops), Tablets (Windows, Apple, Android), Printers, Mobile Phones (Android, iOS), and Desk Phones.
- Perform hardware/software installation, reimaging, troubleshooting, and maintenance.
- Support end-users with Microsoft Office 365, Windows OS, and Mac OS (preferred).
- Troubleshoot and resolve issues related to network connectivity, VPN, and security policies.
- Support and maintain Video Conference Room Devices (Audio & Video).
- Diagnose and repair hard drive encryption issues (BitLocker, FileVault, etc.).
- Configure and troubleshoot remote access tools (VPN, RDP, Citrix, etc.).
2. Ticketing System & IT Service Management
- Use ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management) for ticket resolution, documentation, and asset management.
- Log all service requests, incidents, and troubleshooting steps in ITSM tools.
- Provide remote assistance using Remote Desktop tools (TeamViewer, SCCM, etc.).
3. IMACD (Install, Move, Add, Change, Dispose) & Asset Management
- Execute Install, Move, Add, Change, Dispose (IMACD) services for hardware/software deployment.
- Maintain an up-to-date inventory of IT assets and peripherals.
- Coordinate with procurement teams for new hardware/software requirements.
4. On-Call & Emergency Support
- Provide on-call support during off-office hours (5:00 PM – 8:00 AM), weekends, and public holidays for P1/P2 tickets or scheduled activities.
- Travel to nearby locations/sites for emergency support if required.
5. Network & Active Directory Support
- Troubleshoot Active Directory (AD) and Group Policy (GPO) issues.
- Manage user account creation, password resets, and permissions.
- Work with network teams for LAN, WAN, and Wi-Fi connectivity issues.
6. Security & Compliance
- Follow ESD (Electrostatic Discharge) safety precautions for hardware handling.
- Ensure compliance with IT security policies and data protection regulations.
- Apply and troubleshoot security patches, antivirus, and encryption policies.
7. User Training & Documentation
- Educate users on best practices for IT security, software usage, and self-service portals.
- Create and maintain technical documentation and knowledge articles.
Required Skills & Technologies:
Technical Skills:
Hands-on experience with Windows OS, Microsoft Office 365, Mac OS (preferred).
Strong knowledge of hardware troubleshooting (PCs, laptops, printers, mobile devices, VoIP phones, etc.).
Experience with Microsoft Active Directory, Group Policies, and SCCM.
Expertise in imaging & deployment tools (SCCM, Ghost, MDT, etc.).
Strong knowledge of remote troubleshooting tools (RDP, VPN, Citrix, etc.).
Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN).
Experience in troubleshooting encrypted devices (BitLocker, FileVault, etc.).
Hands-on experience with ServiceNow or other ITSM tools.
Soft Skills:
Excellent communication skills (verbal & written).
Strong problem-solving attitude with a customer-focused approach.
Ability to work independently and in a team.
Attention to detail and documentation skills.
Ability to handle high-pressure situations and meet SLAs.
Preferred Skills (Nice to Have):
Experience with Apple OS X (MacBook & iMac support).
Familiarity with Cloud applications (Azure, AWS, Google Workspace).
Knowledge of Microsoft Exchange & Outlook Configuration.
Experience working in ITIL-based environments.
