Senior IT Support Engineer, Amsterdam

Job Purpose

In this role, you will own the end‑to‑end delivery of IT support operations and lead strategic initiatives across the region. You will operate with a high degree of autonomy, serving as a subject matter expert and escalation point for the team. Mentoring junior and senior engineers is a core expectation. Your customers are DEPT®employees worldwide, so clear communication is critical when addressing their requests. The ability to explain technical information in layman’s terms is highly valued, along with strong customer service skills.Key Responsibilities

Own ticket queue quality, SLA performance, and escalation resolution Lead and optimize onboarding/offboarding workflows Design and conduct audits in collaboration with Product Owners Own documentation standards and drive team adoption Mentor junior team members and conduct knowledge‑sharing sessionsProactively identify process gaps and build solutions before issues escalate Lead or co‑own global IT projects from scoping through delivery Act as an escalation point for complex technical issues across the region Align with IT Engineering team goals Demonstrated ability to drive process improvements and measure impactGeneral Responsibilities

Provide support remotely, using Jira Service Management ticketing system, Slack, email, and video conferencing as primary sources of communication Be resourceful with troubleshooting, referencing process documentation Resolve IT Support tickets promptly Manage user accounts and permissions across multiple platforms such as Atlassian, Google, Keeper, Slack, and other company toolsProvide general hardware support, password resets, and basic troubleshooting Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field 6+ years of experience in IT support or related roles Strong knowledge of IT software and hardware support Experience with Atlassian tools like Jira, Confluence, etc. Experience with Asset Management Systems Experienceleading or mentoring othersProven track record of implementing optimizations Working knowledge of ITIL or equivalent ITSM frameworks Okta, Jamf, and InTune experience is a nice‑to‑have General knowledge of both Windows and macOS operating systems; must be able to navigate the UI and troubleshoot common issues Experience with SaaS applications like Google Workspace, Office 365, Slack, and other cloud‑based softwareSelf‑motivated with excellent communication and interpersonal skills to foster collaboration and teamwork Experience working with culturally diverse teams, with openness to and understanding of cultural differences Fluency in English, with excellent communication skills (both written and verbal)Strong problem‑solving skills and the ability to think analytically in fast‑paced environments Ability to prioritize and manage multiple tasks efficiently Ability to adapt to rapidly changing technologies and environments Familiarity with cybersecurity principles and best practices Experience Is a Plus

Purchasing and acquiring software/tool DEPT® is an equal opportunity employer (EOE).

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