IT Support Engineer

General Summary

The position as IT Support Engineer is responsible for Providing initial employee support for technical inquiries received via phone, email, and messaging applications. 

• Assess the nature of problems and resolve basic and mid-level support issues. 
• Troubleshoot software and hardware issues on laptops, desktops, smartphones, servers, SAAS applications and/or network equipment. 
• Install and deploy user computer systems and associated peripheral equipment. 
• Ensure the proper day-to-day operation of internal technology applications and equipment.   Perform updates, repairs, upgrades, backups, and other maintenance tasks. 
• Maintain operating efficiency and stability, ensure the security and integrity of all systems and data, and respond to outages and other issues. 
• Perform application administration activities such as creating, modifying, and deleting users, remote access, and security access for databases, servers and applications. 

Principal Duties and Responsibilities:

Provide daily IT support by monitoring, prioritizing, and resolving requests for assistance from employees. Tasks will require a broad range of IT skills such as the following:
 

• Operational support of Sopheon employees

• Deploying and supporting Windows Client PCs
• SAAS and On-premises Application administration / issue resolution
• Responding- and resolving security and monitoring alerts

• Accolade Cloud SAAS operations internal requests from Support and Consulting

• Access Rights Requests Fulfillment
• Execution of scripts and updates

• Look for and implement or question improvements to our current infrastructure, processes and documentation. 

Applications and Technologies Utilized

• JIRA Service Desk
• Windows 10
• Centralized management consoles and client agents
• Microsoft O365 admin site
• Microsoft System Center suite of tools
• Backup software
• Antivirus software
• VOIP telephone system user administration
• Windows Server
  • Hyper-V
  • IIS
  • Microsoft SQL Server administration
  • Active Directory
  • PowerShell
  • DNS, DHCP
• Basic networking concepts including VPN, VPN tunnels, firewalls, routing, subnets

The successful candidate is flexible and willing to adjust to new patterns, shifting work and responsibilities. They must display confidence and competency while handling issues. The candidate must independently manage their own workload and remain accountable, promoting a positive team approach under pressure. In addition, the candidate wants to continuously improve the quality of service and will (pro) actively participate in knowledge transfer within the organization

This position is for additional staff to support growth as a company as part of the Sopheon IT team which supports all computing needs for Sopheon across 6 global offices based in Europe and the US.  This includes operations, on-premises installation services, cloud application hosting services, and all internal computer labs. This wide range of responsibilities allows much room for personal initiative and development of individual skillsets while working with the latest technologies. Our environment is a Microsoft-centric environment where you can progress in skills and certifications.  

Sopheon’s culture strives to maintain a pleasant working environment in a dedicated international team with a very broad range of subject matter expertise.  Cross team and cross organization mobility are encouraged.   The position is primarily standard business hours but does include being responsible for several maintenance windows per year and occasionally working flexible hours to accommodate corporate or customer off-hours tasks.

Education

• EU – MBO or HBO degree or equivalent in IT or related discipline
• Microsoft Certifications and Security Certifications are an advantage
• Your Dutch and English are good in both writing and speech.

Travel requirement

• Occasional travel may occur to other Sopheon EU offices in the region.

Additional information: 

Type of employment: Full-time Salary: In line with the market based on experience and diploma and / or certifications 

Additional Payments: Bonus incentive program and Holiday pay 

Terms of employment: Budget for professional development, Retirement, Travel allowance