Service Engineer Interim / Freelance

Our client is a private charitable foundation based in Switzerland working to promote respect for human dignity, sustainability, and social justice by collaborating with people and institutions to realize objectives for the common good.

Our client works in the areas of education, society, care, and faith, and it provides funds to other charitable entities that support its mission. They encourage the development of a sustainable business environment and the empowerment of people locally to help those in need in a sustainable way.

Over the past number of years, our clients’ endeavors have grown in size, scale, and complexity. As ambitions and operations have grown, our client recognized the need for more tailored, operational support, services, and infrastructure dedicated to its philanthropic organizations. The Services Business Unit (SBU) provides functional support to said philanthropic organizations. It is a vital and integral part of the entire effort and the scope includes strategic expertise and administrative services, in the areas of HR, IT, Finance, Risk, Legal, Tax, Insurance, Facilities, Travel, Procurement, Security, Project Management, and Reporting.

Purpose of the job

The service engineer combines supporting standard technology tools with advice to business owners on how to use and apply them in their processes. Advising and recommending new or different technologies available in the market to the service lead and the head of IT, to whom the service engineer will report directly. Providing IT service expertise and advice in implementation projects as well as executing small changes and configurations in cooperation with IT suppliers and key users. Providing support for already running services.

Key resposibilities

• ITIL Incident, Problem, and Request Management incl. continuous improvement – Maintains the IT Service Management system ensuring up-to-date information on incidents and requests, knowledge base articles, hardware, and software inventory. Incident and Problem management incl. cross-party alignment with and coordination of IT suppliers. Complex problem solving.
• Onsite support – Executes onsite support in the Amsterdam office and ensures onsite support in close cooperation with third parties for the other offices. Onsite visits to other global offices may be required. Engaging in research and in-depth troubleshooting and closely aligning with third-party vendors for issue resolution. Provisioning of contracted IT hardware and software and ensuring up-to-date asset database. Answering questions of users and process owners, through incident management and onsite support, training key users regarding software or hardware functionality.
• Identity & Access Management – Ensures that authorized users are given the rights they need to use a service, whilst preventing access rights to non-authorized users.
• End-user training Microsoft/SAAS – Proactively trains staff on new solutions and technologies and on existing solutions and technologies to improve user adoption and decrease the number of issues and tickets.
• Technology support Microsoft/SAAS – Identifies and tests new tools and features, determines usefulness, and advises on implementation. Configure where needed Microsoft 365, the Power Platform, Dynamics 365, and other business applications.
• Technology advice Microsoft/SAAS – Acts as IT service expert in projects. Translate business process improvements into technology requirements and the other way around advise and recommend the use of Microsoft technology and innovations that may help the organization. Advise service lead, app lead, and head of IT where applicable. Provide expertise and knowledge in case of more complex issues, problems, and changes in IT products and services that impact all end-users.

Required qualifications

• At minimum an “MBO” degree, for example in computer science or information management, combined with several years of work experience or a Bachelor’s degree in a relevant field
• ITIL Incident, Problem, and Identity & Access Management
• 3+ years experience with configuring and supporting Microsoft standard tools and D365
• Knowledge of and experience with Dev Ops and UX designing

Key competencies

• Customer orientation; Investigating customer wishes and needs and acting accordingly; anticipating customer needs; giving high priority to service and customer satisfaction.
• Problem analysis; Identifying problems; recognizing significant information; making connections between data; tracing possible causes of problems; investigating relevant data.
• Quality orientation; Setting high standards regarding the quality of products and services and acting accordingly.
• Oral communication; Conveying ideas and opinions clearly to others, making use of unambiguous language, gestures, and non-verbal communication; adapting language and terminology appropriately.
• Initiative; Recognizing opportunities and acting on them; self-starting rather than waiting passively to see what happens.

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