IT Support Engineer L2 (Dutch C1 & Fluent English)

Cogent Networks is seeking an End User Support Technician to join its technical support team in Emmen. The selected candidate will provide end-user support services, ensuring timely resolution of technical issues and a high standard of customer service., * Provide technical support and troubleshooting for hardware, software, and connectivity issues affecting end-user devices.

• Manage incidents and service requests throughout their full lifecycle, ensuring resolution within agreed service levels.
• Deliver high-quality, customer-focused support while maintaining professional communication with end users.
• Monitor and manage daily service call activity, technician utilization, inventory levels, and overall service performance.
• Accurately document all customer interactions, incidents, and resolutions within the appropriate ticketing or CRM system.
• Participate in the configuration, deployment, and ongoing support of internal systems and end-user devices.
• Collaborate closely with Logistics and internal teams to ensure timely availability and replacement of equipment.
• Support the installation and implementation of connectivity solutions and high-end system products.
• Adhere to assigned schedules, documented policies, procedures, and service-specific processes.
• Maintain up-to-date technical knowledge in line with industry developments and technology updates.
• Contribute to continuous improvement initiatives aimed at enhancing service delivery and operational efficiency.
• Effectively manage time and resources to meet or exceed customer and business expectations.
• Work efficiently both independently and within a collaborative team environment.
• Clearly explain technical concepts and provide guidance or recommendations to customer staff when required.

Do you have experience in macOS?, This role involves hands-on technical support in an enterprise environment and requires strong troubleshooting skills, attention to detail, and the ability to work effectively both independently and as part of a team. The position is full-time and primarily on-site at the customer location, with close collaboration across internal technical, logistics, and service management teams.

Work Experience

• A minimum of 24 months of professional experience in IT Support, End User Computing, or a similar technical role., Skills & Technical Expertise

The ideal candidate has a strong background in end-user IT support and demonstrates hands-on experience across a broad range of technologies and environments.

The role requires advanced knowledge of computer hardware, common software applications, and Microsoft Windows operating systems, with the ability to diagnose and resolve technical issues efficiently and accurately.

A solid working proficiency is expected in printer hardware, as well as in the configuration and troubleshooting of networking, wireless connectivity, and VPN features on end-user devices. Experience with ticketing and incident management systems is essential to ensure proper tracking, prioritization, and resolution of support requests.

Candidates should be comfortable supporting Microsoft Office and Office 365 applications, PC and laptop hardware, associated peripherals (including printers), and mobile devices, providing comprehensive end-user support across multiple platforms.

In addition, familiarity with enterprise IT environments is required, including general awareness of Active Directory, Microsoft Exchange, Apple OS, and network and server hardware components.

Professional certifications such as CompTIA A+, OEM hardware maintenance certifications, Microsoft Certified IT Professional (MCITP), or Microsoft Office Specialist (MOS) are considered a strong advantage and reflect a commitment to maintaining high technical standards.

Language Requirements

• English written and verbal
• Local language written and verbal (C1)

Equipment

Systems and equipment required for the role, including PC and phone, will be provided according to the assignment and customer environment.

Cogent Networks is a European IT services provider delivering reliable, customer-focused end-user support and managed IT services to enterprise clients. We work closely with our customers to ensure operational continuity, high service quality, and continuous improvement across IT environments.