Service Desk Technician II

The Service Desk Technician II is responsible for providing high-quality technical support to employees within a modern, cloud-based work environment. The role focuses on resolving complex incidents and service requests escalated from the Level 1 Service Desk organization. The incumbent supports a modern digital workplace based on Microsoft 365, Entra ID, Intune, Windows 11, mobile devices, and cloud platforms. The role also plays an active part in cybersecurity, automation, knowledge management, Digital Employee Experience (DEX), and continuous service improvement according to ITIL 4 principles. The Service Desk Technician II leverages AI-enabled tools such as Microsoft Copilot to resolve incidents more quickly, enrich knowledge, and continuously improve the user experience. Responsibilities

• Resolve escalations: Analyze and fix complex incidents and service requests within SLA, escalating to Infrastructure, Security, Cloud or Application teams when needed.

• Support the digital workplace: Manage user support across Microsoft 365, Entra ID, Intune, Windows 11, mobile devices, printers, collaboration tools and business applications.

• Manage user access: Execute onboarding, offboarding, provisioning, deprovisioning, licensing, group membership, MFA and access management tasks.

• Enable hybrid work: Support office, remote and mobile users with VPN, Wi-Fi, Teams, remote access, cloud applications and virtual workstation solutions.

• Strengthen security: Triage phishing and security issues, support device compliance, endpoint security, passwordless authentication and Zero Trust controls, and escalate incidents to SOC.
• Drive automation and AI: Use Copilot, PowerShell, Power Automate and ITSM workflows to improve ticket handling, knowledge creation, self-service and chatbot content.
• Improve IT services: Maintain knowledge articles, support ITIL 4 processes, contribute to root-cause analysis, major incident reviews, continual improvement and Digital Employee Experience.

• Meet education and experience standards: MBO+/HBO level with IT, Computer Science or equivalent background, plus at least 3 years in Service Desk, IT Support and customer service roles, preferably in an international environment.

• Apply technical knowledge: Troubleshoot Microsoft Office, understand LAN/WAN networking, and support users across business systems and workplace technologies.

• Communicate clearly: Translate technical issues and IT risks into clear business language; write effective technical documentation and communicate professionally with all user levels.

• Protect information: Maintain confidentiality of all information processed, stored or accessed through company systems.

• Manage priorities: Handle multiple tasks and projects, analyze issues, identify solutions and support process optimization and risk management.

• Deliver strong service: Demonstrate customer focus, problem-solving ability, interpersonal skills and a proactive support mindset.

• Support operational needs: Participate in on-call rotation, travel to European and UK sites, work evenings or weekends when required, and hold a valid Category B driver’s license.
• Fluent oral and written Dutch and English is a must

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground and rail-on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT’s full-service options also include customs clearance, warehouse management and white glove services. What AIT Can Offer You We believe in rewarding your talent and supporting your growth. In addition to a competitive salary and comprehensive benefits package, you’ll enjoy:

• 27.5 holiday days per year to relax and recharge
• A solid pension plan to secure your future
• Access to an online learning library and regular training opportunities to support your professional growth
• Employee support programs focused on your well-being
• Five paid volunteer hours per year, giving you time to make a difference
• Exclusive employee discounts through Deel, adding extra perks to your everyday life

Move the world with us! AIT is a global freight forwarding and logistics company headquartered in Chicago. Are you looking for an exciting and varied job? Then you are exactly right for us! Become part of the international supply chain and move the world with us! Does that sound interesting? Then make AIT Worldwide Logistics the next stop on your career ladder!, About AIT Worldwide