IT Support Engineer-Windows and Apple

Description

The IT Operations team is the first point of contact between internal IT and the company's users worldwide, providing on-site and remote help so colleagues can work without technical interruptions.

This mid-level role suits experienced IT professionals who deliver hands-on support to end users across mixed environments. You will resolve first-line issues and act as the escalation point for harder problems, using detailed diagnosis and a structured approach.

You will work largely on your own initiative, often leading projects that improve service and user satisfaction, finding inefficiencies and tuning systems. You will work with cross-functional and cross-regional teams and share good practice.

The company sells enterprise software, with more than 7000 employees on every continent and revenue in the billion-dollar range. Its AI technology underpins its software products.

Responsibilities

• Support Windows, macOS and mobile devices, with deep expertise in macOS and the wider Apple ecosystem.
• Serve as the main escalation point for macOS, covering deployment, configuration, patching, security and advanced troubleshooting of Apple hardware and software in an enterprise setting.
• Resolve complex device, application and connectivity problems for users, both on-site and remotely.
• Take ownership of recurring or high-impact problems and work with infrastructure and application teams to fix them quickly.
• Keep video conferencing, network connections and shared office equipment reliable and easy to use, suited to hybrid working needs.
• Apply AI assistants, copilots and intelligent diagnostics to speed up triage, troubleshooting and resolution.
• Build and maintain workflow automations that cut repetitive support work and make processes more consistent.
• Find where AI and automation can improve service delivery, and help the support team adopt them.
• Make sure AI tools and automations are used securely and responsibly, in line with IT governance and compliance standards.
• Act as the technical contact for office expansions, infrastructure upgrades and service transitions, giving input on planning, rollout and post-deployment support.
• Write and update internal documentation, SOPs and troubleshooting guides, and share knowledge through training and informal coaching.
• Mentor junior support staff.
• Travel occasionally to regional offices to provide hands-on help, assist with deployments and build links with local teams, keeping service standards consistent across locations.

Requirements

• A bachelor's degree in IT, computer science or a related field, or equivalent experience.
• Solid professional IT support experience, in both remote and onsite roles.
• Deep, proven macOS support in an enterprise environment, including deployment, configuration, patching, security hardening and advanced troubleshooting of Apple hardware and software.
• Hands-on experience managing Mac fleets with Jamf Pro, Apple Business Manager and the Apple Push Notification service, plus Intune for cross-platform device management.
• Advanced skills in Windows, iOS and Android.
• Hands-on use of AI-driven tools, such as AI assistants, copilots, chatbots or AI-based support and diagnostic tools, to improve productivity and service delivery.
• Practical experience with workflow automation tools such as Power Automate, Power Platform, ServiceNow workflows or PowerShell scripting.
• Familiarity with ITIL service management and compliance practices.
• Experience supporting a global customer base and working across time zones.
• Professionalism, a service mindset and strong interpersonal skills.
• Proficient level of English.
• Apple certifications are preferred: ACSP (Apple Certified Support Professional) and ACiT (Apple Certified IT Professional).
• Other relevant certifications are welcome, such as Microsoft Modern Desktop or ITIL Foundation.

Conditions

This is an onsite role: you must travel to the Den Bosch office of the company in the Netherlands (NL) at least 4 days a week.

Occasional travel to regional offices is part of the role.

The company values diversity and is committed to an inclusive workforce.