At Avanade we continuously invest in the development of your skills. We help you to keep up to speed with the latest in technology and business. Besides an exciting international environment and customer-base, a unique chance to participate in challenging projects and interaction with inspiring colleagues who have a professional attitude and attach considerable importance to teamwork.

• A competitive salary

• A package of additional benefits such as company car, group insurance,

• A career that allows you to learn and grow.

• Use of the latest Microsoft technology to make a daily difference for our customers

• Your development is central to us. We have a strong focus on the career and development opportunities of all our people. Everyone connects with a career advisor who guides you to create a plan and guides you in choosing from the many training opportunities we offer.

• You get Azure credits (MSDN/Visual studio), there are various internal trainings and there are also regular initiatives set up by colleagues.

• Besides our focus on your development, we find your well-being very important. We offer training, budget, and health surveys for this purpose.

• An active Cloud community, with over thirty colleagues in our Infrastructure team.

Join our Managed Services team as a Service Desk Engineer with strong ITIL knowledge. You'll be the first point of contact for clients, ensuring incidents and service requests are resolved efficiently.

Key Responsibilities:

* First-Line Support: Log, categorize, and prioritize client tickets using ITSM tools. Troubleshoot basic issues (e.g., password resets, system access) and escalate complex problems.

* Ticket Management: Monitor and escalate tickets to meet SLAs. Ensure timely resolution and share detailed information with higher-level support teams.

* Client Communication: Provide clear updates on ticket status and resolution timelines, ensuring client satisfaction.

* ITIL Practices: Follow ITIL standards for incident and problem management, suggesting improvements to workflows.

* Knowledge Sharing: Document and share troubleshooting steps to enhance the team's effectiveness.

* Team Collaboration: Work closely with L2/L3 teams to resolve issues and assist in root cause analysis.

* Proactive Monitoring: Use tools to identify potential issues and report on ticket trends and SLA performance.

Skills and Experiences

• 1-2 years of experience as a Service Desk Engineer or L1 engineer.

• Good understanding of ITIL processes and procedures, specifically incident, problem, and request management

• Basic troubleshooting skills in variety of technologies, including Windows Server, Active Directory, Microsoft Azure, Entra ID, Office 365.

• Basic understanding of networking concepts, system configurations and troubleshooting techniques.

About You

• Strong customer service skills with a focus on clear, concise communication and ability to manage client expectations and maintain professionalism under pressure.

• Experience using ITSM tools for logging and tracking tickets (e.g., ServiceNow, TopDesk or similar)

• Strong attention to detail and the ability to prioritize tasks effectively.

• You are looking for an organization where your development and well-being are central. You want to learn from our architect colleagues but also share your knowledge with more junior colleagues;

• You are proud of the results you achieve, and want to be the best at what we do together;

• You are in possession of a completed bachelor's or master's degree in Computer Science, Computer Engineering, MIS, or related field

• You have at least three years of working experience

• You have knowledge of Dutch and English language.

Enjoy your career

Some of the best things about working at Avanade
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Find out more about some of our benefits [1] Employee Benefits at Avanade | Avanade

A Great Place To Work

As you bring your skills and abilities to Avanade, you'll get distinctive experiences, limitless learning, and ambitious growth in return. As we continue to build our diverse and inclusive culture, we become even more innovative and creative, helping us better serve our clients and communities. You'll join a community of smart, supportive collaborators to lift, mentor, and guide you, and to lean on your expertise. You get a company purpose-built for business-critical, leading-edge technology solutions, committed to improving the way humans work, interact, and live. It's all here, so take a closer look!

We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees. Visit our [2] Inclusion & Diversity page.

Create a future for our people that focuses on

• Expanding your thinking
• Experimenting courageously
• Learning and pivoting

Inspire greatness in our people by

• Empowering every voice
• Encouraging boldness
• Celebrating progress

Accelerate the impact of our people by

• Amazing the client
• Prioritizing what matters
• Acting as one
References

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1. https://www.avanade.com/en/career/benefits
2. https://www.avanade.com/en/about-avanade/inclusion-and-diversity