Jobdescription
Job-title
IT SUPPORT SPECIALIST
Location
Oostrum (near Venray)
The IT department
Information Technology is centralized in the Cordstrap headquarters in Oostrum and is organized in 3 teams: Business Process & Applications, Data & Analytics, and Infrastructure, Security & Operations.
The IT team closely collaborates with business teams around the globe both in their day-to-day work and in strategic improvement projects. Business and IT have defined a compelling technology vision and roadmap with exciting initiatives in the areas of digitizing customer interaction & internal processes, data, and analytics, and building robust information security and technology availability.
Primary Responsibilities
- Provide technical support to end-users, managing and resolving IT incidents and support requests on endpoints, equipment and IT applications to ensure they are functional and secure.
- Register support tickets, classify and categorize them, and assign to the appropriate operator, ensuring effective and timely incident resolution.
- Monitor and respond to security alerts and incidents for endpoints, including EDR, N-Able, backup systems, and NCSC alerts, to maintain system integrity and security.
- Install, configure, and support endpoints (computers, laptops) and mobile devices, ensuring these are set up correctly on first use.
- Provision and manage user access in IT applications, ensuring that users have the correct permissions and access to required resources.
- Provide first-line technical support for IT applications, both on-premises and on endpoints, addressing user issues and application-related incidents.
- Identify recurring incidents, document them as problems, and take necessary steps to resolve these, reducing the impact on users and improving operational efficiency.
- Maintain the IT asset inventory and CMDB, ensuring accurate tracking of all IT equipment and supporting the endpoint renewal plan with IT partners.
- Assist with infrastructure improvement projects and IT changes, contributing to the development and deployment of system enhancements and updates.
- Follow up on and maintain IT manuals and instructions, continually identifying and reporting on potential IT improvements to enhance support quality and efficiency.
Qualifications
Education
You have a relevant MBO level 4 degree.
Work experience
You have between one and five years (or more) of experience in technical IT support, where you've provided assistance to end users and developed expertise in managing endpoint hardware and software, enhancing performance, and ensuring endpoint security. You've been involved in IT equipment upgrades and have contributed to streamlining IT support processes. You thrive in the fast-paced environment typical of commercial manufacturing and distribution businesses.
Competencies
- Extensive experience in diagnosing and resolving issues with hardware (laptops, desktops, printers) and software applications.
- Proficiency in using ticket management systems to efficiently register, assign, and document incidents, solutions, and processes.
- Expertise in Office 365, including support for Microsoft Teams, SharePoint Online, Exchange Online, and applications like Outlook, Word, and Excel.
- In-depth knowledge of Windows (desktop and server versions), iPadOS, and the ability to install, configure, and troubleshoot OS-related issues.
- Understanding of mobile operating systems, including iOS and Android, with experience in setup and support.
- Ability to quickly and effectively analyze and resolve technical issues, even in high-pressure situations.
- Proficiency in using remote desktop tools (such as Remote Desktop, AnyDesk, N-Able) to guide users through troubleshooting steps remotely.
- Knowledge of managing users, groups, and permissions in Windows Active Directory, along with Group Policy management and troubleshooting.
- Understanding of backup tools and recovery processes, including Veeam and N-Able Cove Backup, and data recovery methods.
- Basic understanding of network protocols and infrastructure, including LAN and WAN, for effective network management.
- Ability to install, configure, and troubleshoot various software applications, including email platforms like Microsoft Exchange and Office 365.
- Skill in diagnosing and repairing hardware components (desktops, laptops, printers, and peripherals) to ensure stable operation.
- Communication skills (Dutch and English): Strong verbal and written communication skills for clear, customer-focused interactions with end users and effective collaboration within the IT team.
Senior level
- Understanding of TCP/IP, DNS, DHCP, VPNs, and network equipment, as well as basic configuration of firewalls, switches, and wireless access points.
- Familiarity with scripting PowerShell to automate routine tasks and improve process efficiency.
- Experience with virtualization platforms (such as VMware, Hyper-V, and Azure Virtual Desktop) and cloud platforms, like Microsoft Azure.
Cordstrap Traits & Abilities
Functional expertise is important for our in-house organization. Yet our agile and lean structure demands people to expand above and beyond their core function(al) expertise & role. We have clearly defined a set of Cordstrap Traits & Abilities to ensure that there is a match.
A Cordstrapper is:
- Customer Centric
- Initiator & Self starter
- Receptive & Able to adapt
A Cordstrapper has/can:
- Plan & Prioritize
- Thrive in high paced environment
Have you become enthusiastic about this challenging role as IT Support Specialist ?
We are looking forward to your application!
