> Markdown version of [/jobs/ext/4533254-service-desk-technician-ii](https://www.wearedevelopers.com/jobs/ext/4533254-service-desk-technician-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service desk technician ii

- **Company:** AIT Worldwide Logistics
- **Location:** Amsterdam, Netherlands
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Business Software, Business Systems, Cloud Computing, Collaborative Software, Cyber Security, Identity and Access Management, Virtual Private Networks (VPN), Knowledge Management, Microsoft Office, Windows PowerShell, Remote Access Technology, Anti-Phishing, Microsoft Copilot, Zero Trust Network Access, User Provisioning Software, Wi-Fi Technology, Microsoft Power Automate, Microsoft InTune, Information Technology
- **Published:** November 3, 2026
- **Apply:** https://clk.platform.jobster.com/?at=1793615552&b=&c=6ac2c502-95fc-48b5-8170-2c47577b1ceb&co=6ac3fe53-cbf0-46e0-bc38-41e7ca47f903&cu=9d19ad1d-25d0-4b84-a20f-8340b86a47b4&cw=7&dt=o&fc=a&gc=a&i=a99c8f05-79c4-4993-aadf-269e6405c27e&ic=NL&mf=c&p=47b4ebce-5907-42d5-9b5e-b30908a42d08&pm=c&po=5f8e30d1-709e-45e1-83c8-a466772a8ebf&pr=1r&r=https%3A%2F%2Fwww.jobleads.com%2Fregistration%2Fjob%3FcampaignId%3D118%26jmId%3D2377%26jobId%3Def9750771c766c4010a49cdbc9a81afbe%26jobLocation%3D2139836904%26utm_campaign%3Djobs%26utm_content%3Djobmarket-id%253D2377%257Clandingpage-id%253Dn%252Fa%257Cjob-id%253Df9750771c766c4010a49cdbc9a81afbe%257Cjob-workarea%253D06-05%252308-00%257Cjob-hierarchy%253D4%257Cjob-salary-benchmark%253D2%257Cjob-industry%253D%257Cjob-location%253Damsterdam%257Cjobtitle%253Dservice-desk-technician-ii%26utm_medium%3Djob-external%26utm_source%3Djobster%257Cr-jb%257C__Liplyn%2BIG__%257Cc-nl&s=mp&t=cl&u=ip-d2b402ba90d14aa1cb9c40dffd073bd7&v=a82d7e36-c4be-4f0b-8bb3-5c913c2a182e&sig=30994d5f874289f5071fb3a46b0813509c09903a0296da621ae69131

## About the Role

* 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 weekend when required, and hold a valid Category B driver's license.
 * Fluent oral and written Dutch and English is a must

## Description

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 elevate 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.