Senior Technical Support Engineer

Arcadis is the worlds leading company delivering sustainable design engineering and consultancy solutions for natural and built assets.

We are more than 34000 people in over 30 countries dedicated toimproving quality of life. Everyone has an important role to play. With the power of many curious minds together we can solve the worlds most complex challenges and deliver more impact together.

Role Purpose:

Arcadis is seeking a Local Service Operations (LSO) Senior SupportEngineer to join our established LSO team in the Netherlands. This role will be based in Amsterdamsupporting our Global Headquarters while working closely with colleagues located in Amersfoortand the wider global LSO community.

The LSO team forms part of the Digital Locations Lanewithin the GTSO Service Operationsfunction delivering high-quality user-focused technology support across the organisation.

Arcadis operates primarily within a Microsoft Windows environment utilising standard Microsoft technologies including Windows 11 and Microsoft 365.In addition the successful candidate will support a range of Apple devices including iPads MacBooks iPhones room booking support software AV equipment such as Clickshare teams rooms printer support etc.

Across the Netherlands and globally Arcadis predominantly uses Dell desktops and laptops provisioned through Microsoft Autopilotand delivered through a combination of local and external logistics partners.

As a core member of the LSO team you will work collaboratively with local and global colleagues to ensure support processes are consistently followed adopted and continuously improved. While this role will often operate independently as the primary onsite support resource in Amsterdam you will remain fully integrated within the wider Netherlands and global LSO teams working closely with colleagues across multiple locations and participating in shared support activities knowledge exchange and continuous service improvement initiatives.

In addition to responding to support requests and incidents the successful candidate will operate a local Tech Bar service providing a visible and approachable point of contact for Arcadis users. This walk-up support model encourages colleagues to engage directly with IT for advice troubleshooting device support and technology guidance helping to deliver a proactive user-centric support experience and strengthen relationships with the business.

As the primary onsite LSO presence within the Amsterdam office this role will involve regular lone working and a high degree of autonomy. The successful candidate must be comfortable managing their workload independently prioritising support activities and making informed decisions while maintaining close collaboration with colleagues across the Netherlands and the wider global LSO organisation. Although often working independently onsite the role is fully supported by a broader team network and requires active participation in team initiatives knowledge sharing and continuous improvement activities.

Most tickets assigned to LSO relate to hardware incidents that have been triaged by the IT Service Desk or Second Line Support and require an onsite presence to resolve. However due to the strategic location of this role within Arcadis Global Headquarters a significant element of the position will involve providing dedicated support to senior leaders and VIP stakeholders.

Role description:

• Senior technical authority in country deputising for the LSO Manager when required
• Final technical escalation point in country for complex issues
• Technical lead for local projects office moves fit-outs and refresh programmes
• Own the endpoint lifecycle plan including forecasting and asset management
• Lead delivery of Tech bar services in country where provided
• Manage local supplier relationships against agreed standards and contracts
• Assure local technical standards and builds in line with global practice
• Advise the LSO Manager on local budgets resourcing and improvement

Customer Centric Service:

• Be on site every day - daily office attendance keeps our colleagues fully supported
• Define and improve LSO practices owning delivery against agreed KPIs and SLAs
• Represent LSO in the wider Digital Locations community shaping User Experience
• Drive root cause analysis to improve service availability in-country
• Act as the senior technical expert within the regional LSO team
• Provide expert guidance to the LSO Manager and regional leadership

Service Delivery:

• Instill the technical standards and best practice the local team works to based on global standards
• Coach and develop LSO Engineers I and II in their progression
• Own induction and training for new joiners in the team
• Support the LSO Manager with workload planning and on-site coverage

Qualifications & Experience:

The successful candidate will possess excellent customer service skills extensive experience supporting VIP and executive users and the ability to translate technical concepts into clear business-friendly language.

This is a full-time onsite position based in Amsterdamrequiring attendance in the office five days per week.Occasional travel to other Arcadis offices may be required to support business needs.

• Proven experience delivering senior technical support within a global organisation.
• Extensive experience providing hands-on end-user and VIP support.
• Strong customer service and stakeholder management skills.
• Experience working within globally standardised support environments.
• Knowledge of industry best practices and frameworks such as ITIL Lean Agile and Dell ProSupport/Dell Direct Services.
• Excellent troubleshooting communication and problem-solving skills.
• The ability to work independently while collaborating effectively within local and global teams.
• Demonstrated ability to work autonomously manage competing priorities and deliver high-quality support in a lone-working environment.
• Experience delivering face-to-face walk-up support through a Tech Bar Service Point or similar user engagement model.
• A proactive customer-focused approach with a passion for enhancing the end-user technology experience.
• Dutch and English professional working language skills both verbal and written

Why Arcadis

We can only achieve our goals when everyone is empowered to be their best. We believe everyones contribution matters. Its why we are pioneering a skills-based approach where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

Youll do meaningful work and no matter what role youll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark on your career your colleagues your clients your life and the world around you.

Together we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality Diversity Inclusion & Belonging

We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people.

Important: Recruitment scams impersonating Arcadis.

Stay vigilant for suspicious activities by individuals falsely claiming to be Arcadis recruiters. Arcadis will never ask you for payment at any stage of our recruitment process. If youre suspicious about a recruiters identity email us atwith Suspected Fraud in the subject line.

Reminder: No unsolicited submissions. Direct applications only.

Arcadis does not accept unsolicited CVs from recruitment agencies. No fees will be paid for any such submissions. All candidates must apply directly through our official channels. Thank you for helping us maintain a safe recruitment process.