Senior Technical Support Engineer

Job description

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together. **Role Purpose:** Arcadis is seeking a **Local Service Operations (LSO) Senior Support**Engineer to join our established LSO team in the Netherlands. This role will be based in **Amsterdam,**supporting our 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. 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 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. 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 Amsterdam,**requiring 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 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. You’ll do meaningful work, and no matter what role, you’ll 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 you’re suspicious about a recruiter’s identity, email us at **contact-us@arcadis.com** with “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.