1st & 2nd Line IT Service Desk Support

1st, 2nd Line Service Desk Support Role Overview

We are seeking a 1st, 2nd Line Service Desk Support to provide onsite IT support during the Construction, Commissioning, and Startup phases of a major industrial project.

The successful candidate will be responsible for delivering 1st and 2nd line support, performing hands-on IT field activities, installing and maintaining IT/Telecom equipment, supporting end users, and coordinating with regional IT teams to ensure a stable and reliable technology environment across the project site.

This is an excellent opportunity for a junior IT professional who enjoys a combination of service desk support and hands-on field engineering within a dynamic construction and industrial environment.

1st, 2nd Line Service Desk Support Key Responsibilities

• Provide 1st and 2nd line IT service desk support to end users.
• Deliver onsite IT support during construction, commissioning, and startup activities.
• Troubleshoot hardware, software, network, and telecommunications issues.
• Install, configure, test, and inspect IT and telecom infrastructure and equipment.
• Support deployment and rollout of new technologies and end-user devices.
• Manage and maintain laptops, desktops, mobile devices, printers, and peripherals.
• Provide face-to-face support for site personnel and contractors.
• Take ownership of incidents and service requests through to resolution.
• Escalate and coordinate issues with regional and global IT teams where required.
• Maintain accurate asset inventories and documentation.
• Perform routine IT fieldwork across the project site.
• Assist with monitoring activities and comply with site health and safety requirements.
• Ensure all work is completed in accordance with site procedures and IT standards.

Required Skills & Experience

1-3 years' experience in an IT Support, Service Desk, Desktop Support, or Field Support role.

Experience providing 1st and 2nd line technical support.

1st, 2nd Line Service Desk Support Essential

• Strong knowledge of:
• Windows 10/11
• Microsoft 365 applications
• Outlook, Teams, and Office suite
• Active Directory / User Administration
• Hardware troubleshooting and diagnostics
• Laptop and desktop imaging/builds
• Printer support
• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience using ITSM/ticketing tools such as ServiceNow, Jira Service Management, Remedy, or similar.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work independently in a site-based environment.

Desirable

• Dutch language skills.
• Experience within construction, manufacturing, petrochemical, energy, or industrial environments.
• Exposure to telecoms equipment installation and support.
• Experience supporting commissioning or startup activities.
• Knowledge of IT asset management processes.

Certifications Preferred

• CompTIA A+
• ITIL Foundation
• Microsoft Endpoint Administrator certifications
• VCA Certificate (or willingness to obtain)
• Any relevant Desktop Support, EUC, or Infrastructure Support certifications

Personal Attributes

• Customer-focused with a proactive attitude.
• Strong ownership mentality.
• Able to prioritise and manage multiple issues simultaneously.
• Comfortable working in a fast-paced project environment.
• Team player with strong stakeholder management skills.
• Flexible and willing to perform hands-on field activities.