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Come Join Us

Avanade is the leading innovator in digital services, business solutions and design-led experiences, delivered through the power of people and the Microsoft ecosystem. Born in 2000 as a joint venture between Accenture LLP and Microsoft to combine deep industry and business expertise with the best enterprise software solutions and platforms.

Avanade provides state-of-the-art solutions and applications based on Microsoft technology in the area of application & server infrastructure, cloud-based, desktop and workplace IT solutions, messaging, collaboration.

What you’ll do

As a Service Desk Engineer with strong ITIL knowledge, you will join our Infrastructure Managed Services team. You will be the first point of contact for our clients, ensuring that all incidents, service requests, and issues are addressed promptly and efficiently.

Your key responsibilities will be:

• Serve as the first point of contact for clients, logging, categorizing, and prioritizing incidents and service requests using IT Service Management (ITSM) tools.

• Accurately diagnose technical issues related to Microsoft technologies (Windows Server, Active Directory, Office 365, etc.) and escalate to L2/L3 engineers when necessary.

• Provide basic troubleshooting and resolution utilizing standard operating procedures for common issues such as system access, connectivity problems and other diverse infrastructure topics.

• Monitor and follow up on open tickets to ensure timely resolution and adherence to service level agreements (SLAs).

• Escalate unresolved or complex issues to appropriate internal or external support teams, providing all relevant information for efficient troubleshooting.

• Maintain clear, professional communication with clients regarding ticket status, expected resolution times, and any required actions.

• Manage expectations by keeping clients informed of ticket progress and ensuring high levels of customer satisfaction.

• Follow ITIL best practices for incident, request, and problem management.

• Participate in continuous improvement processes by providing input on recurring issues and suggesting improvements to service desk workflows.

• Contribute to the creation and maintenance of a knowledge base by documenting troubleshooting steps and common issues.

• Share knowledge with team members to improve the overall efficiency and capability of the service desk team.

• Work closely with L2 and L3 support teams, sharing information and assisting in root cause analysis for major incidents.

• Monitoring and Reporting:

• Utilize monitoring tools to proactively identify issues before they impact clients.

• Provide regular updates and reports to management on ticket trends, response times, and performance against SLAs.

Skills and Experiences

• Optional: 1-2 years of experience as a Service Desk Engineer or L1 engineer.

• Good understanding of ITIL processes and procedures, specifically incident, problem, and request management

• Basic troubleshooting skills in variety of technologies, including Windows Server, Active Directory, Microsoft Azure, Entra ID, Office 365.

• Basic understanding of networking concepts, system configurations and troubleshooting techniques.

About You

• Strong customer service skills with a focus on clear, concise communication and ability to manage client expectations and maintain professionalism under pressure.

• Experience using ITSM tools for logging and tracking tickets (e.g., ServiceNow, TopDesk or similar)

• Strong attention to detail and the ability to prioritize tasks effectively.

• You are looking for an organization where your development and well-being are central. You want to learn from our architect colleagues but also share your knowledge with more junior colleagues;

• You are proud of the results you achieve, and want to be the best at what we do together;

• You are in possession of a completed bachelor's or master's degree in Computer Science, Computer Engineering, MIS, or related field

• You have knowledge of Dutch and English language.

Enjoy your career

Some of the best things about working at Avanade 

• Opportunity to work for Microsoft’s Global Alliance Partner of the Year, with exceptional development and training (minimum 80 hours per year for training and paid certifications)  

• Real-time access to technical and skilled resources globally  

• Dedicated career advisor to encourage your growth 

• Engaged and helpful coworkers genuinely interested in you  

    

Find out more about some of our benefits [1] Employee Benefits at Avanade | Avanade  

Find out more about some of our benefits [2] Employee Benefits at Avanade | Avanade

A Great Place To Work

As you bring your skills and abilities to Avanade, you’ll get distinctive experiences, limitless learning, and ambitious growth in return. As we continue to build our diverse and inclusive culture, we become even more innovative and creative, helping us better serve our clients and communities. You’ll join a community of smart, supportive collaborators to lift, mentor, and guide you, and to lean on your expertise. You get a company purpose-built for business-critical, leading-edge technology solutions, committed to improving the way humans work, interact, and live. It’s all here, so take a closer look!

We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees. Visit our [3] Inclusion & Diversity page. 

  Create a future for our people that focuses on 

• Expanding your thinking   • Experimenting courageously   • Learning and pivoting 

   Inspire greatness in our people by 

• Empowering every voice   • Encouraging boldness   • Celebrating progress  

   Accelerate the impact of our people by 

• Amazing the client   • Prioritizing what matters    • Acting as one

References

Visible links

1. https://www.avanade.com/en/career/benefits

2. https://www.avanade.com/en/career/benefits

3. https://www.avanade.com/en/about-avanade/inclusion-and-diversity

We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees. Avanade believes that all persons are entitled to equal employment opportunities, and we do not discriminate against our employees, applicants, or job seekers because of their race, color, gender, religion, national origin, disability, veteran status, age, marital status, sexual orientation, genetic information, gender identity, or any other protect group status as defined by law.