IT Service Desk Engineer
Hunter Douglas is the world’s leading manufacturer of window coverings and a major manufacturer of architectural products. We are a brand that you know and trust. With more than 100 years of innovation, we’ve defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally.
We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive. In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued. Our dream is to become the fastest growing, most loved, window covering company in the world. What’s yours?
About the Role
This role is Rotterdam based. You must be based close to the office location.
Dutch and English Fluency required.
We are looking for a proactive and customer-focused IT Service Desk Engineer to join our EMEA IT team, based in Rotterdam. Acting as the first point of contact for IT support across the region, you’ll play a key role in delivering high-quality technical services and ensuring an excellent user experience.
This role is ideal for someone with a solid foundation in IT support who is keen to grow in a fast-paced, international environment while working within ITIL-aligned processes and modern service management tools.
What You’ll Be Doing
Incident & Request Management
Provide 1st and 2nd line support across hardware, software, and network issues
Log, troubleshoot, and resolve tickets using Jira Service Management (JSM)
Ensure timely resolution in line with agreed SLAs
User Access & Identity Management
Manage joiners, movers, and leavers (JML processes)
Ensure compliance with security policies and SOX requirements
Device & Endpoint Management
Provision, configure, and maintain laptops, desktops, and mobile devices
Support patching, vulnerability management, and compliance activities
Collaboration Tools Support
Troubleshoot issues across Microsoft 365, VoIP, Citrix, and enterprise applications
Knowledge & Continuous Improvement
Maintain and enhance knowledge base articles
Identify opportunities for automation and process optimisation
Escalation & Coordination
Escalate complex issues to specialist teams and ensure smooth resolution
Collaborate with IT teams across EMEA
What We’re Looking For
Essential Skills & Experience
1–3 years’ experience in an IT service desk or support role
Strong knowledge of:
Windows 10/11
Active Directory
Microsoft 365
Familiarity with ITSM tools (ideally Jira Service Management)
Understanding of ITIL principles
Excellent troubleshooting and customer service skills
Ability to prioritise tasks and perform under pressure
Nice to Have
ITIL Foundation certification
Experience with Citrix, VoIP systems, or endpoint management tools
Exposure to compliance frameworks such as ISO or SOX
How Success is Measured
SLA adherence for incidents and service requests
High customer satisfaction (CSAT) scores
Strong first-contact resolution rates
Contribution to and use of knowledge base content
Why Join Us
Work in a dynamic, international environment across EMEA
Be part of a team driving service excellence and continuous improvement
Opportunity to grow your career within a structured ITIL-based organisation
Exposure to modern enterprise tools and technologies
If you’re passionate about delivering exceptional IT support and want to make a real impact in a growing organisation, we’d love to hear from you.
Apply now and be part of our IT journey across EMEA.
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