IT Support specialist
(Sr.) Professional
Job
Netherlands, Delft
Corporate Functions
Netherlands
** Candidates need to be living in the Netherlands already**
Are you always thinking two steps ahead? Do you use feedback to enhance your work? Are you an experienced IT Support Engineer with an open mind? Then you might be a great fit for our IT Service Desk team at Exact. Our team believes that together, we can make a significant difference.
This = the job you are looking for!
Exact has approximately 18 offices across Europe and one in Kuala Lumpur. You will primarily be responsible for delivering support to 2,200 end users, as well as performing tasks related to the workspace and Office 365 environment. We are proud to have an excellent customer rating of 9+ and a first-time right rate of 94%, but we never stop improving.
As a Senior IT Support Engineer, you must focus on providing the best possible customer experience, ensuring that critical systems for smooth operation and delivery are managed effectively.
These are your responsibilities
- Providing end-to-end ownership of all incidents and service requests.
- Supporting the first line with knowledge and instructions to increase their first-time fix rate.
- Investigating and resolving second and third-line tickets.
- Offering proactive service to users by providing updates on open tickets when necessary.
- Investigating more complex issues and providing triage functions before passing them to resolver groups when appropriate.
- Interacting with resolver groups and coordinating activities needed to ensure tickets are resolved within SLA.
- Working proactively on our knowledge base of FAQs, work instructions, and documenting new fixes and workarounds.
- Proactively pursuing improvements and innovations.
- Identifying and addressing any service improvement opportunities.
- Building and implementing improvements with the team or with the IT-infra team.
- Participating in innovation projects with the IT-infra team.
According to Willem Korving (Manager Global IT Services @Exact), your role is crucial: "For most of our Exact colleagues, their IT devices are as important as drinking water. Are you going to be our next IT hero?"
This = your team
- A young and ambitious team that aims for world leadership with you.
- We value making you feel at home with us.
- We will challenge you and promise to sharpen your skills.
- We organize meaningful training sessions and courses to help you reach your career potential.
- Our office in Delft offers a good restaurant, Barista coffee, and a fitness center.
- We offer work-from-home capabilities.
- Enjoy Friday afternoon drinks at our bar, “Bits & Bytes.”
- We have a multicultural environment.
This = what you bring
- At least three to five years of experience in a similar role.
- Preferably a bachelor’s degree in information technology or similar
- Extensive knowledge of Windows 11, Office 365, and Teams.
- Knowledge of IT network infrastructures.
- Preferably, knowledge of client management tools like ServiceNow, MECM, Intune, Autopilot, Tanium, ESET, Tenable-IO, and Splunk.
- A proactive mindset to help colleagues, improve work, and automate repetitive tasks is second nature to you.
- An interest in leading small and intermediate workplace-related projects.
- A focus on placing the customer first with excellent customer service skills and ethos.
- Problem-solving and analytical skills, with the ability to think holistically to provide unique solutions.
- Proficiency in spoken and written English.
This = what you get
At Exact, hard work is rewarded. We value the balance between work and relaxation, so you can work out in our gym or take breaks at the coffee bar to refresh and tackle tasks with renewed energy. And that’s not all. As a Senior IT Support Engineer, based on a 40-hour work week, you can also expect:
- A competitive salary for a 40-hour work week, based on your level of education and experience.
- An annual 13th-month salary.
- 27 vacation days.
- A modern pension plan.
- An innovative and international work environment at our headquarters in Delft with motivated colleagues.
- Useful training sessions via our learning and development center to help you fulfill your career potential.
- Unlimited access to LinkedIn Learning.
This = our application procedure:
If we find common ground, the first step will be a telephone interview with the recruiter. The second step is an interview with the hiring manager, followed by a more technical interview with two engineers. We aim to complete the selection process within 1-2 weeks. We hope to see you soon!
About Exact
Exact develops cloud software for small and medium-sized companies and their accountants. The products automate business processes in areas such as Finance and HR and provide specific ERP solutions for wholesale distribution, manufacturing, projects and construction. This saves time and provides insight. It enables customers to work efficiently, make informed decisions and continue growing. More than 675,000 companies primarily in the Netherlands, Belgium and Germany already rely on Exact's software.
Exact was founded in 1984 in Delft, the Netherlands, which is still the location of our head office. Every day, more than 2,000 ambitious professionals work on innovation. Driving responsible business, with respect for each other, the environment and society is central to this. For more information, visit www.exact.com.
