Jr. IT Support Engineer

We are looking for a Jr. IT support engineer to join our team based in Amsterdam!  The #1 goal is to make sure our office automation runs smoothly and supports the organization.  This includes assuring all laptops and other devices are set up professionally, train people to use the basic (office) applications and pickup and solve potential issues in an efficient way.

As our new Jr. IT Support Engineer, you'll ensure our infrastructure performs to the highest standard and everything is secure.  You will be responsible for making sure all devices are successfully set up for high stability and performance.  In addition, you will take care of processing changes to user authorizations, issues and small changes.  You’ll be on top of all developments and align together with the Cloud & Systems engineer and Head of IT on which developments can support our business.  You’ll experiment, design, build and test new tools prior to implementation and contribute to efficient business processes by innovating with the tools & systems we use.   

Together with Application support you handle all 1st line tickets in HALO and route tickets to 2nd and/or 3rd line where applicable. You guard the solution windows so tickets are resolved within SLA and keep communication with Tony’s on open tickets.  You will be an integral part of  the IT  team and report to the Cloud & system engineer.  In addition, you will collaborate closely with the rest of the IT team, Head of IT and application support.  This is a fantastic opportunity for a tech-savvy professional who wants to be part of something truly revolutionary!

Here's what you’ll do:

• Ensure new employees have a smooth onboarding experience by delivering their IT equipment and educating them on their tools
• Manage the ticket backlog in HALO by performing  first investigation within set SLA times, communicate to issuer, (re)set the right prioritization and route to the right solution group (1st, 2nd or 3rd line)
• Help the organization to solve IT related issues and errors while delivering the best-in-class customer service experience
• Be the main point of contact with vendor and supplier to purchase hardware and licenses for our office tools
• Support the team on process implementation of new tools or software
• Partner up with the rest of the IT team to improve automation tools, processes and systems
• Create knowledge base items for (recurring) issues to help Tony’s with information to solve their issues without raising tickets (selfhelp) and reduce # IT tickets

• Experience working in IT supporting functions where you have proven to be the go-to person for all “IT stuff” Specifically, you have experience/interest in Microsoft 365, Entra ID, hardware repair & network issues.
• Basic knowledge of ITIL processes.
• Experience with ITSM tooling, HALO ITSM is a plus.
• Ability to determine and overwrite priorities.
• You have always been curious about the latest software version and were not afraid to break in pieces your computer to see how it works.
• You are eager to learn new skills, discover new applications and ways to improve way of working. 
• Juggling different balls at the same time is not a problem, you can remain focused working on projects, and also deliver on the day-to-day tasks. 
• You’re creative with your ideas, curious, honest and you dare to be bold even if it means that you make mistakes - you quickly learn from them, so they’re not repeated.
• We are all about being more in person than apart. This means we offer flexibility but see each other in the office on average 3 days a week. More is fine!
• Believe wholeheartedly in Tony’s mission. You live our core values: outspoken, willful, entrepreneurial and makes you smile.
• Raise the bar. Challenge yourself and team Tony’s to increase our ambition and to accomplish our mission. Make mistakes along the way and learn from them.
• Last but not least, you can deal smoothly with the challenges that come with a growing company, and positively contribute to team Tony's performance.