Support Account Manager – Workplace & Infrastructure Support (Amsterdam, Netherlands)

Requirement ID: 10933051 Location: Amsterdam, Netherlands (TNDL – Amsterdam) Start Date: 30 September 2026 Duration: 6 Months Status: Open Experience: 6–8 Years

Role Overview

We are seeking an experienced Support Account Manager to deliver high‑quality L1/L2 workplace support within a dynamic enterprise environment. This role focuses on incident resolution, printing services management, LAN/Wi‑Fi proximity interventions, hardware deployment support, and ServiceNow‑based asset management. The ideal candidate excels in customer service, thrives under pressure, and ensures strict compliance with security and operational protocols.

You will collaborate with service desk, network, and workplace engineering teams to maintain seamless IT operations and contribute to governance reviews and continuous improvement initiatives.

Key Responsibilities

Workplace Support (L1/L2)

• Provide onsite support for workplace incidents, ensuring timely resolution and customer satisfaction.
• Troubleshoot LAN/Wi‑Fi connectivity issues and perform proximity interventions.
• Deliver high‑quality printing support, including device configuration, queue management, and consumables coordination.

Hardware & Asset Management

• Support hardware deployments, workstation setup, and device readiness.
• Maintain accurate asset records in ServiceNow, ensuring lifecycle compliance.
• Uphold security and operational protocols for device handling and workplace access.

Governance & Compliance

• Participate in governance reviews and report incident trends, compliance gaps, and improvement opportunities.
• Ensure adherence to enterprise security standards and regulatory requirements.

Collaboration & Customer Experience

• Work closely with cross‑functional teams to ensure seamless end‑to‑end support.
• Deliver exceptional customer service, especially in high‑pressure situations.
• Communicate effectively with stakeholders and maintain professional relationships.

Essential Skills & Experience

• 6–8 years of experience in onsite IT support within enterprise environments.
• Strong proficiency with ServiceNow for incident, request, and asset management.
• Hands‑on experience with LAN/Wi‑Fi troubleshooting and workplace connectivity support.
• Solid understanding of printing support in corporate environments.
• Strong customer service orientation and ability to handle escalations.
• Knowledge of security and operational compliance protocols.

Good‑to‑Have Skills

• Experience with MDM / Intune / SCCM for device management.
• Familiarity with structured cabling and workplace infrastructure.
• Automation mindset for improving support processes.
• Understanding of ITIL Foundation principles.
• Knowledge of Microsoft Endpoint Fundamentals.

Competencies

• Customer Experience
• Wireless Network Security
• M&IS Publishing – Design
• Service Desk Management
• ServiceNow Operations