IT Support Associate

Muse Group empowers music makers. We create the world’s most popular apps for playing, recording, and composing music. Through our innovative learning tools, expansive music catalogs, and free open-source software, we make it easier for millions — from beginners to experienced musicians — to be creative every day.

Our talented team of music lovers collaborates all over the globe, from Limassol to Seoul, Boston to Berlin. We’re an ambitious company with the drive and culture of a startup — with many more exciting Muse Group developments to come.

At the end of 2023 Hal Leonard Company combined with Muse Group and together are now a single company that aims to revolutionize the music industry by using their expertise and resources to offer innovative solutions for musicians, teachers and music lovers around the world.

We are seeking a dedicated and proactive IT Support Specialist to join our dynamic IT team in the Netherlands office. This role is essential for ensuring smooth day-to-day operations of IT services across the business.

Tasks

Key Responsibilities:

• Take ownership of Helpdesk requests through their full-service lifecycle.
• Ensure requests are updated and customers are always kept fully informed of progress.
• Complete allocated requests in line with agreed service levels
• Support and maintain MS Server/Desktops.
• Support and maintain Office 365 Solutions.
• Establishing a good working relationship with the business and customers
• Carry out antivirus installation to desktops and laptops.
• Ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded.
• Contribute to polices, processes and procedures
• Keep up to date with advancements in technology
• Carry out routine systems monitoring including:
• Services
• Backups
• Disk Space
• Work with customers and internal teams to ensure operational and service excellence is delivered and maintained.
• Problem solve application issues and develop appropriate fixes.
• Discuss and devise smarter solutions to system challenges.
• Advise business users in the effective use of applications and information technology.

Project based and ad-hoc development work

• Project work within the IT department.
• Complete development and testing in a timely manner.
• Assist in training users where required.
• Gain business sign-off.
• Implement changes with appropriate documentation.
• Perform post implementation checks and review.

1. General

• Ensure all work undertaken is in line with IT policies and processes standards.
• Regularly report progress to IT Service Manager
• Work collaboratively with IT team and business users.
• Liaise with external clients and third-party service providers as required.
• Participate in internal and external meetings as requested.
• Identify and meet personal job-related training and development as required.
• Undertake telephone liaison with relevant contacts.
• Provide assistance in terms of general and specific business IT support as required.
• Keep abreast of the latest application developments and look how to apply to the business.

Requirements

Required Experience and skills:

• Education level: MBO 4 Desirable but not required
• Previous Experience in supporting and troubleshooting end user devices (desktops, laptops, printers), operating systems like Windows, MacOS and peripherals.
• Knowledge of Microsoft 365 suite, Office applications, remote access/support tools.
• Understanding of core infrastructure like Active Directory, DNS, SCCM, networking, wireless.
• Able to manage sensitive and sometimes confidential information
• Excellent communication skills
• Able to speak and write Dutch / English well
• Problem solving skills
• Organisational skills
• Self-motivated and able to take responsibility
• Able to demonstrate initiative and a proactive approach to daily tasks
• Good interpersonal skills and ability to work independently and as part of an effective team
• Resilient to cope with conflicting demands, able to prioritise duties and work effectively under pressure.

This role requires full-time, on-site presence at our office located in Businesspark Friesland-West, 15 AS Heerenveen.