This role is open to both full-time and part-time candidates
Overall Objective/Purpose of Position
- The Workplace & Infrastructure IT specialist will be responsible for providing technical support to our Miele end-users based in Amsterdam, including:
- Troubleshooting hardware and software issues across the desktop and local Infrastructure, ensuring timely resolution of IT-related problems.
- Provide excellent customer service and maintain a high level of user satisfaction.
- Escalate complex issues to higher-level support teams as needed.
- Assist with the setup and configuration of new hardware and software.
Responsibilities:
Team Membership
- Foster a collaborative approach to working across the region, engaging with stakeholders including team members
- Deliver upon objectives set by the Head Of, provide local guidance on IT topics as required
- Actively participate in a dynamic and proactive team
Knowledge Expertise
- Proven experience in a technical support or IT service role, with 5 years’ experience.
- Strong knowledge of Windows, Mac, and iOS operating systems, Microsoft Office Suite, and common IT hardware and software
- Awareness of connectivity technologies including LAN & Wi-Fi
- Desirable experience with Meraki networks and Juniper Firewalls
- Experience with cloud platforms such as M365 & Intune
- Strong Knowledge of Meeting room technologies including Teams
- Familiarity with IT service management tools (e.g., ServiceNow)
Support
- Provide support as required by the Head Of function to deliver excellent levels of IT support in Amsterdam. This may at times involve working on another site. A flexible approach is important with regards to topics covered and availability – whereby some out of hours worked may be required by the very nature of IT impacting minimally on the business operations
What Success Will Look Like in Two Years/Desired Outcome
- Fully engaged and enabled in delivering the topic, fully understanding the key stakeholders’ needs and adapting as necessary to deliver
- Deliver targets on time and to plan as agreed with Head Of
- Aligned regionally, not working in a siloed approach or isolation
- Knowledge expert within topic, relied on by the business to deliver excellent service levels and customer satisfaction as measured by Pulse survey
Key Performance Measures for the Position
- Customer satisfaction feedback via formalized process and informal mentions
- Complete tasks as agreed with Head of\Stakeholders
- Digital Literacy: Increased digital literacy and effective use of digital tools among self & employees
Competencies/Skills for the Position:
Education & Experience
- Ideally formal qualifications in IT related topic and\or 5 years’ experience in the topic
- Demonstrable knowledge in the area of expertise across Desktop and Infrastructure.
- Excellent interpersonal and communication skills
Skills & Competencies Required
- Team Player – actively seeks and engages within efficient teams
- Efficient management of own workload and excellent stakeholder management as agreed with Head Of
- Excellent communication skills, a technical background, and a customer-focused approach
- Excellent time management, flexible and adaptable to the needs
- Have an Immer Besser approach to all that you do – delivering innovation and improvements across chosen topic as well as oneself
- Cyber proficient, understanding technical risks and challenges
- Excellent problem-solving and troubleshooting skills
