IT Field Technician Amsterdam

Position Title: Field Support EngineerRoles & ResponsibilitiesCandidate will provide IT field support including, but not limited to, troubleshooting hardware, software, and operating system issues, as well as printers, fax machines, telephony devices and peripherals, and fixing them without violating the hardware warranty or customer security compliance requirements.Installation and troubleshooting of typical business software/applications like Adobe, internet browsers.Installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive)Configuration & troubleshooting of Apple mobile devices.Printer and VOIP phone configuration & troubleshootingConference room A/V equipment assistance & troubleshootingAssisting basic onsite activities involving racks, patch panels, routers, firewalls, switches, servers and other enterprise level hardware while under instruction from remote teamsOperating system deployment via PXE / USB ISO / Microsoft Configuration ManagerTake ownership of incidents and service requests (SRQs) raised by users in ticket management system.Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening!Reviewing and maintaining KB articlesMentoring & training L1 resourcesProvide VIP support for Desk side issues per contract and be point of contact at the site for all IT related issues if no other IT support team unavailable like for MI calls.Contribution towards automation & service improvementsRequired SkillsNative or English communication skillExperience in Onsite supportKnowledge and experience on Windows 10 OSShould have good expertise on EUC tools, remote support tools, MS Office and Outlook.Preferable to have a good understanding of VPN and mobile device support.ITIL process of Incident, Change, Problem, Service Request, and related activities such as spare and buffer stock managementKnowledge and experience of ticketing tools (ServiceNow / Remedy etc.),Knowledge and experience on Service requests, incident, problem management and change processOptional: knowledge in AD and smart hands and feet support.Optional: knowledge and experience of supporting tabletsOptional: Ability to lift / move computer equipment weighing up to 20kg