Senior End User Support Engineer

Arcadis is seeking a Local Service Operations (LSO) Senior Support Engineer to join its established LSO team in the Netherlands. This role will be based in Amsterdam, supporting the Global Headquarters while working closely with colleagues located in Amersfoort and the wider global LSO community.

The LSO team forms part of the Digital Locations Lane within the GTSO Service Operations function, delivering high-quality, user-focused technology support across the organisation.

We're looking for an exceptional customer-focused IT professional to become the face of technology within the Amsterdam office. This role combines senior technical support, executive/VIP engagement, and proactive walk-up assistance through the Tech Bar service, ensuring colleagues receive an outstanding technology experience.

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, and printer support.

Across the Netherlands and globally, Arcadis predominantly uses Dell desktops and laptops, provisioned through Microsoft Autopilot and 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. 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 to keep 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.

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 everyone's contribution matters. It’s 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.