Support Desk Engineer iWelcome Job Vacancy

Support Desk Professional

iWelcome is looking for a Service Desk lead who plays a key role in connecting our customers and our technical support organisation. Together with your colleagues you monitor and report on service levels we agreed with our customers; you monitor open calls, you assess new calls and check for known issues and last but least you redirect calls to supporting parties either internally or externally. As a lead you also set priorities and help us improve our first and second line support processes. 

Our Cloud solution is running on virtualised datacenters running Linux so basic knowledge of Linux is required to be able to do a quick analyses. Knowing your way around in Jira/Confluence is an absolute pre as that’s what we use for all (supporting) processes and activities.

 

iWelcome is looking for a Service Desk lead who can perform the following:

  • Answer support phone calls;
  • Verify customer status on a daily basis using scripts;
  • Support the development of the FAQ;
  • Handle customer change requests;
  • Report on a weekly basis;
  • Escalate P1/P2 (system down/failure) issues directly to the iWelcome standby Delivery Engineer.

Our new Service Desk lead:

  • Is very communicative and customer focused;
  • Connects easily to our customer contact people;
  • Speaks Dutch and English, German is a pre;
  • Works systematically to resolve issues as quickly as possible;
  • Can quickly understand a customer’s needs and business requirements;
  • Has a technical background and can easily speak on a technical level;
  • Has the ambition to grow into a technical consultant role within 1 or 2 years;
  • Is perseverent when working with our 2nd and 3rd line engineers.

You’ll be working with a talented group of people at one of the few technology ‘scale up’ companies in The Netherlands to build, sell and operate an innovative Identity and Access Management cloud platform. We have our offices centrally located in Amersfoort (HQ) and Nijmegen, The Netherlands, sales offices in the UK and Germany, and our development teams in both the Netherlands and Romania.

We have vision, know what we want and have the ambition to make a difference in the IAM market. We expect the same from our colleagues, so we make sure we provide everyone with the best possible working environment and actively support personal and career development.

Naturally we offer a full package reflecting your contribution to iWelcome!

When applying, please send a detailed resume & cover letter to marc.van.eick@iwelcome.com

Location: Amersfoort, Utrecht, Netherlands

Go back

Apply now

Please fill in your personal details and motivation in the fields on the right and we will get in contact with you shortly.