IT Support Analyst with Dutch & English

Our requirements

• Proficiency in both Dutch and English (minimum B2 level in each).
• Excellent verbal and written communication skills, with the ability to explain technical information clearly.
• Strong customer service orientation and problem-solving abilities.
• Solid understanding of IT environments, including experience with Windows OS, MS Office, Internet browsers, antivirus, firewall software, and PC hardware troubleshooting.
• Ability to rapidly acquire new technical knowledge and adapt to changing processes.
• Experience in documenting and managing incidents using ticketing or call tracking systems.
• Previous experience in a technical support or IT helpdesk role.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven ability to support users in both Dutch and English.

Optional

• ITIL Foundation certification or working knowledge of ITIL best practices.
• Experience working in a multinational or multicultural environment.
• Familiarity with remote troubleshooting tools and enterprise IT systems.

Your responsibilities

• Provide first-line technical support to end users via telephone, addressing hardware, software, and network-related issues in both Dutch and English.
• Diagnose and resolve problems related to equipment configuration, backup maintenance, and software installation or de-installation.
• Accurately document and manage incidents, work requests, and resolutions using the Call Tracking System.
• Route complex issues to internal support groups and collaborate closely with technical teams to ensure swift resolution.
• Administer and manage user access permissions across various systems, ensuring security and compliance.
• Coordinate with external vendors and internal support staff to acquire specialized technical knowledge and facilitate problem resolution.
• Maintain high standards of customer service, guiding users through corrective steps and providing clear, concise solutions.

About the project

What we offer

• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• life insurance
• remote work opportunities
• flexible working time
• integration events
• retirement pension plan
• extra social benefits
• employee referral program
• charity initiatives

Recruitment stages

• 1.
  Application
• 2.
  Shorlisting
• 3.
  Technical & HR Interview
• 4.
  Offer Rollout

HCL Poland