First and Second-Line Helpdesk Support Engineer (ML)

📋 Tasks and Responsibilities For this position, we are looking for a helpdesk support engineer to provide first and second-line support. You will handle user inquiries and incidents, track tickets using service desk tools, and contribute to correct registration in the CMDB. Additionally, you will support end users in Windows desktop environments, including standard PC installations, Office, and Office 365. You will also be responsible for support within an environment utilizing Active Directory, Citrix, VMware, mobile devices, and VPN solutions such as DirectAccess or Always On VPN. 📝 Your Profile You have experience as a first and second-line helpdesk support engineer. You have relevant experience with the technologies involved. You are familiar with service desk tools, such as Omnitracker, and with CMDB management. You have experience with the management and installation of Windows desktop environments, including Windows 11. You have demonstrable knowledge of Windows Active Directory. You have at least 60 months of full-time professional experience in IT, with a minimum of 48 months as a service desk support engineer. You communicate clearly and are easily understood over the phone. You have demonstrable basic knowledge of ITIL Service Support. You have experience managing and supporting users in a Citrix-based environment and on virtual machines within VMware. You have experience with mobile device management in a professional environment. You are familiar with VPN technologies such as DirectAccess or Always On.