1st Line IT Service Desk Employee
About UNStudio:
UNStudio is an innovative global architectural firm, with offices in Amsterdam, Frankfurt, Dubai, Austin, Melbourne, Shanghai, and Hong Kong. We are a dynamic team of professionals working to create cutting-edge architectural designs for a wide variety of projects. With a workforce of about 450 employees from 30 different nationalities, we value creativity, collaboration, and technological innovation. As we continue to expand globally, we are looking for an enthusiastic 1st Line Service Desk Engineer to join our IT team.
Position Overview:
As a 1st Line Service Desk Engineer at UNStudio, you will be the first point of contact for all IT-related questions and issues from our employees. Whether by email, phone, or in person, you will assist staff with hardware and software problems, remote working setups, and general IT support. You will be responsible for handling service requests, troubleshooting common technical issues, and ensuring that tickets are accurately logged, tracked, and escalated when necessary.
In this role, you'll also play a key part in maintaining IT hardware and software inventories, assisting with software installations, and supporting UNStudio’s IT systems to ensure that all employees can work smoothly and efficiently. You'll work closely with the 2nd Line Service Desk Engineer to ensure issues are resolved promptly and efficiently, contributing to our team's high first-time fix rate.
Responsibilities:
Act as the first point of contact for all IT-related questions and issues from employees, whether via phone, email, or in person.
Provide troubleshooting assistance for hardware and software issues, including operating system problems, application errors, VPN connectivity, and remote work setups.
Assist with hardware assignments and deploy new hardware and software installations using SCCM, following company procedures.
Use TOPdesk to log, track, and manage service requests while escalating issues to relevant IT team members when necessary.
Maintain accurate records of IT hardware and software licenses, ensuring timely stock replenishment and availability for employee requests.
Offer on-site technical support within the Amsterdam office, resolving hardware and software issues without requiring travel or house calls.
Assist with initiating change requests and ensure adherence to proper procedures for system or network changes.
Collaborate closely with the 2nd Line Service Desk Engineer to resolve issues efficiently and maintain high-quality service.
Suggest improvements to IT processes and workflows based on recurring issues or employee feedback.
The Requirements
Up-to-date knowledge of Windows 10 and 11 and common troubleshooting procedures for these operating systems.
Basic understanding of Active Directory, networking principles, Microsoft Azure, and Microsoft Entra.
Ability to troubleshoot common IT issues related to both hardware (laptops, desktops, peripherals) and software (office applications, VPN, etc.).
Strong communication skills, with the ability to clearly explain technical issues to non-technical staff.
Ability to maintain a positive attitude and provide excellent customer service in a fast-paced environment.
Familiarity with ticketing systems (TOPdesk or similar) for issue tracking and resolution.
Organizational skills to keep track of hardware inventories, software licensing, and ticket status.
Optional:
Previous experience working in a 1st line support or helpdesk role.
Knowledge of architecture-specific software (e.g., Autodesk, Rhino, Adobe Suite) is a plus but not essential.
Ability to work collaboratively in a multinational environment.
Basic knowledge of ITIL or other service management frameworks.
Willingness to learn and take on new IT projects as part of the broader IT team.
Why UNStudio?
International environment & opportunity to improve your English skills
30 days of vacations
Learning budget to improve yourself on the role
Frequent cultural and general events
Active, open atmosphere full of enthusiastic people
