IT Analyst

Horizon3.ai

. Manage and resolve IT support tickets for EMEA employees, ensuring timely, high-quality service and clear communication throughout the lifecycle of each request.

Posted 5/18/2026full-timeAmsterdam • 🇳🇱 NetherlandsMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage and resolve IT support tickets for EMEA employees, ensuring timely, high-quality service and clear communication throughout the lifecycle of each request.
Set up, configure, ship, maintain, and recover laptops and end-user equipment for new hires and existing employees across the region.
Support onboarding and offboarding processes, including account setup, device preparation, access provisioning, and deprovisioning.
Administer identity and access support tasks, including Okta-related workflows, password resets, and application access requests.
Provide hands-on support for office and network needs, including internet connectivity, basic network troubleshooting, network hardware support, and coordination with vendors when required.
Maintain and support meeting room and collaboration technology, including Zoom Rooms and related AV equipment.
Troubleshoot Mac and PC hardware/software issues and provide practical guidance to employees with varying levels of technical confidence.
Document repeatable processes, maintain IT playbooks, and improve workflows to scale IT operations effectively across globally EMEA.
Partner with Security, People, and cross-functional teams to ensure IT processes are secure, efficient, and employee-friendly.
Track recurring issues, identify root causes, and recommend improvements to tools, processes, and user experience.

Requirements

What you’ll need

3+ years of experience in IT support, helpdesk, workplace technology, or a similar end-user support role
Strong experience managing support tickets and prioritizing multiple requests in a fast-paced environment
Hands-on experience with laptop provisioning, device lifecycle management, and troubleshooting for both Mac and Windows environments
Strong experience with MDM/UEM Platforms for Mac and Windows device management
Experience supporting identity and access tools such as Okta, including user provisioning and access troubleshooting
Working knowledge of office networking, Wi-Fi/internet troubleshooting, and endpoint connectivity support
Experience supporting conferencing tools and meeting room technology such as Zoom Rooms
Excellent communication skills and a strong customer-service mindset
Strong attention to detail, ownership, and follow-through
Ability to work independently while collaborating effectively with global teams

Benefits

Comp & perks

Health, vision & dental insurance for you and your family
Flexible vacation policy
Generous parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supporthelpdesklaptop provisioningdevice lifecycle managementtroubleshootingMDMUEMidentity and access managementnetwork troubleshootingconferencing tools

Soft Skills

communication skillscustomer serviceattention to detailownershipfollow-throughindependencecollaboration