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

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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