Service Desk Technician

📋 Description

• • Be the face of IT at Mollie. As our Service Desk Technician you are the first human touchpoint for every colleague who has a question, a glitch, or simply needs a helping hand. Whether someone’s MacBook refuses to wake up, a new hire needs a full kit on day one, or the Amsterdam all-hands is five minutes away and the AV won’t play ball, you step in with calm confidence and a smile.
• • Own the IT Bar experience in our Amsterdam HQ. You’ll greet walk-ups, triage tickets, and keep the physical space tidy, stocked, and welcoming. Your presence sets the tone: approachable, curious, and relentlessly customer-obsessed.
• • Provide hands-on and remote support across Europe. While you’ll spend most days on-site in Amsterdam, you’ll also jump on Zoom or Slack to guide colleagues in Berlin, London, or Lisbon through quick fixes or complex rollouts. Time-zone empathy and crystal-clear communication are second nature to you.
• • Master the Apple ecosystem. You live and breathe macOS and iOS—imaging devices, pushing patches, scripting quick fixes, and explaining FileVault or MDM policies in plain English. When Apple drops a new OS, you’re already testing it in pre-release so our fleet stays ahead of the curve.
• • Keep our meeting rooms humming. From Crestron panels to wireless casting bars, you configure, label, and maintain every piece of AV hardware. You run weekly health checks, update firmware, and create one-pager cheat sheets so anyone can walk in and start a flawless hybrid meeting.
• • Run seamless onboarding & offboarding. You prepare laptops, order peripherals, create accounts, and ship kits to new Mollies before their first coffee. When someone leaves, you revoke access, wipe devices, and reclaim licenses—always following our security playbooks to the letter.
• • Triage, troubleshoot, and escalate with finesse. Using Jira Service Management, you categorize tickets, spot trends, and squash root causes. When an issue is bigger than a quick fix, you loop in the right engineers, keep the user informed, and circle back to confirm the pain is truly gone.
• • Build and curate knowledge. You hate seeing the same problem twice, so you document every workaround, record Loom videos, and maintain an internal FAQ that actually gets used. Your articles are concise, searchable, and sprinkled with GIFs that make colleagues smile while they self-serve.
• • Champion continuous improvement. You spot patterns—like recurring Wi-Fi drops on the 3rd floor—and propose fixes, whether that’s a driver update, a new SSID, or an extra access point. You’re comfortable pulling lightweight reports from our asset database to back your hunches with data.
• • Collaborate across IT Operations. You sync daily with Endpoint, Network, and Security squads, joining stand-ups, sprint reviews, and post-mortems. When we roll out a new VPN client or zero-touch enrollment flow, you’re the friendly voice training end-users and gathering feedback for the next iteration.
• • Guard our culture of security. You enable FileVault, enforce screen-lock policies, and coach colleagues on phishing red flags. If a laptop goes missing at Schiphol, you know exactly how to remote-wipe it before wheels-up.
• • Grow with us. Mollie is scaling fast—new offices, new tools, new challenges every quarter. You’ll have room to specialize (automation, AV architecture, identity management) or broaden into project management, all while keeping that frontline empathy that makes our support legendary.