IT Support Technician (m/w/d)

Company Description

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.

Job Description

We  are looking for an IT Support Technician to assist with installing, repairing, and maintaining IT equipment and environmental services. You will work on-site regularly and provide Level 1 & Level 2 support to end-users.

Key Responsibilities:

1. Cabling & Patching

• Connect devices to switches, routers, and other data communication equipment
• Make and verify connections (copper and fiber)
• The ports to be used and their locations will be specified by the company’s engineers

2. Device Installation

• Install new devices (PCs, laptops, printers) in the plant
• Perform installation on desks, in racks, or other designated spaces
• Complete cabling for all installed devices

3. Error Finding & Troubleshooting

• Detect and diagnose device/cabling malfunctions
• Perform basic tests and verify cabling
• Basic fault detection is mandatory

4. PC & Laptop Staging

• Set up new active devices (PCs or laptops) with the correct profile
• Use credentials provided by the helpdesk for new users
• Update CMDB (Configuration Management Database) after staging

5. Documentation

• Maintain full documentation of used ports and patching (copper and fiber)
• Keep documentation up-to-date and available on a shared drive
• Log all modifications to the backbone cabling system

6. Proactive Actions

• Monitor and report potential issues on regular on-site visits
• Alert on: running out of patching cables, power cables, free rack space, temperature issues, water leaks, or any threat to IT functioning

7. IT Management & Support

• Intervene on user workstations in relay of the Service Desk
• Undertake escalation for networking-related matters from desktop engineers
• Perform troubleshooting and hardware field replacement for plant users
• Troubleshoot production issues and network/security problems
• Work with principal vendors and customers to resolve issues within timelines
• Provide user support if Service Desk cannot intervene remotely
• Escalate to appropriate competence center when necessary
• Manage local equipment, stock, and asset management

8. ServiceNow & Ticket Management

• All support requests must be registered through ServiceNow environment
• Log all communication and documentation in English & Dutch
• Track and bill all ad-hoc questions through ServiceNow

9. User Support & Onboarding

• Take note of Help Desk diagnosis and tests
• Complete diagnosis according to established procedures (logic trees, scenarios, etc.)
• Make changes to parts or necessary settings/configurations
• Prepare and install workstations or software
• Transport equipment to integration location and user's office
• Complete documents ensuring traceability of preparations
• Guide users on their first day to discover equipment and navigate the plant Support process

Qualifications

1. Minimum 3 years of experience

2. Troubleshooting and fault detection skills

3. Cabling knowledge (copper and fiber)

4. PC and laptop staging experience with CMDB updates

5. Hardware support experience with printers, scanners, Teams telephony, and network connectivity

6. Dutch language proficiency (must)

7. Experience with ServiceNow ticketing system

8. Knowledge of O365 & SAP support

9. Manufacturing/industrial plant experience ( is a big plus)

Additional Information

All our positions are open to both women and men and are, of course, open to people with disabilities.

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