senior IT support engineer

Reporting To: tech head of support

Based in the citizenM support office in Voorschoten, this role is responsible for the correct operation and support of computer, network, and audio-visual systems in citizenM offices and, where required, citizenM hotels. As a senior member of the team, you will also lead the management of the IT asset lifecycle and be responsible for maintaining endpoint security and responding to related incidents.

Key Responsibilities

Senior Technical Support & Escalation

• Serve as a primary point of escalation to resolve complex computer problems for citizenM employees in person, via telephone, or from a remote location.
• Provide expert assistance concerning the use of computer hardware and software, including printing, installation, office software, email, and operating systems.
• Offer guidance and provide assistance concerning the use of installed audio-visual and conferencing system hardware.
• Mentor junior support staff and contribute to the development of team skills.

Security & Identity Management

• Maintain and enforce existing IT security policies and standards across all employee devices.
• Action security alerts and respond to incidents, ensuring the ongoing integrity of endpoint security software and system patching.
• Manage the user lifecycle through corporate identity systems, such as OKTA, with a focus on secure access control.

IT Asset & Lifecycle Management

• Oversee the entire lifecycle of IT assets, including deployment, and secure disposal.
• Set up equipment for employee use, performing or ensuring proper installation of hardware, operating systems, and appropriate software.
• Maintain a detailed and accurate inventory of all hardware, software, and peripheral equipment, building upon existing records of installation activities and remedial actions taken.
• Install and perform minor repairs to hardware, software, and peripheral equipment.

Process Improvement & Vendor Management

• Identify opportunities for process improvement and develop documentation to enhance support efficiency.
• Maintain a record of problems and remedial action taken, and installation activities.
• Communicate major hardware or software problems or defective products to vendors or technicians for service.

Qualifications / Skills

• Extensive experience with PC hardware and operating systems from Microsoft, Google, and Apple
• Expertise in managing corporate email, calendar, and identity systems, such as Google Workspace
• Proven experience with identity management solutions is required (OKTA, Google Workspace, etc.)
• Experience in maintaining endpoint security systems and actioning security alerts
• Demonstrated experience with IT asset management processes and tools
• Committed to help, and takes satisfaction from problem resolution
• A capable troubleshooter, determining causes of operating errors and deciding what to do about it
• A collaborative team player with leadership or mentoring capabilities.
• Passionate attitude
• Fluent in English

Please note that we are only able to consider applicants with the right to work in the Netherlands. We won't be able to sponsor Visas for this role.

What's in it for you?

• Personal and professional development opportunities and programs
• Latest tech devices and all the tools you need to be successful in your role
• Commuting travel costs covered (by car or public transport)
• Pension and cycle-to-work scheme
• Subsidized fresh daily lunches at our support office
• Flexible public holidays
• Employee assistance program
• Varied team days and social events (from food trucks and quizzes at the office to parties on boats)
• Spacious office in a historic building surrounded by gardens

About citizenM

citizenM is an affordable luxury hotel chain for mobile citizens of the world. With a style that will knock your socks off, we offer citizens a real home from home, plus the world’s fluffiest pillows. Our typical guest is a frequent traveler who is quality and design-driven, and value-conscious. We currently have hotels in the Netherlands, France, UK, Switzerland, Denmark, USA, and Asia, with more to come soon. We are proud to put hospitality back into the hospitality industry and have received numerous awards for our groundbreaking approach. We like to do things differently. This means our hotels are not traditional… and neither are our support offices. We're open-minded, with kind hearts and global minds.