To vacancy overview

HelpDesk Support Engineer

Hours per week
40 hours


GrandVision is a global leader in optical retailing and delivers high quality and affordable eye care to more and more customers around the world. The high quality eye care offered by GrandVision includes a wide range of services provided by its vision expert, prescription glasses including frames and lenses, contact lenses and contact lens care products, and sunglasses both plain and with prescription lenses. These products are offered through leading optical retail banners which operate more than 40 countries across Europe, the Americas, the Middle East and Asia. GrandVision serves its customers in over 7,000 stores and with more than 36,000 employees which are proving every day that in EYE CARE, WE CARE MORE.


Some key figures:

  • 7,000+ stores in more than 40 countries
  • 30 retail banners
  • over 700,000 store visitors per day
  • ~16 million prescription glasses sold
  • Revenue 2017: EUR 3,5 billion
  • EBITDA 2017: EUR 552 million
  • Over 36,000 employees


Developing Careers & Potential

Within all GrandVision companies we recruit for a career, not just a job. We are passionate about customer satisfaction and develop our people to look for growth potential within the job and within the company. Our preference is to always promote internally where possible. So, wherever people start, there’s always somewhere else to go. We strive for continuous improvement and our new recruits help us to further raise the future potential of our company.

Our whole business is full of people who have gone on to achieve a successful career through experiencing a variety of different roles in different locations and area of our business. We continually support and develop our people who have the desire, ambition and potential to grow.

Amsterdam Area

IT Helpdesk / Support Engineer

Reports to

Service Delivery Manager – Group IT

Main purpose of the role

We are looking for a Desktop Support Engineer to provide technical assistance to our +/-250 users. You will help install, upgrade and troubleshoot hardware and software systems within our Global HQ.

Responsibilities include, but are not limited to:

  • Address user tickets (within SLA) regarding hardware, software and networking

  • Walk customers through installing applications and computer peripherals

  • Ask targeted questions to diagnose problems

  • Guide users with simple, step-by-step instructions

  • Conduct remote troubleshooting

  • Test alternative pathways until you resolve an issue

  • Customize desktop applications to meet user needs

  • Record technical issues and solutions in logs

  • Direct unresolved issues to the next level of support personnel

  • Follow up with clients to ensure their systems are functional

  • Report customer feedback and potential product requests

  • Help create technical documentation and manuals

Required qualifications/level of education

  • MBO (or higher) in Computer Science or relevant field

  • 3 years, experience as a Desktop Support Engineer or similar role

Core competencies/ Personal attributes

  • Ability to clearly communicate with wide spectrum of users

  • Enthusiastic, flexible and results driven

Key skills, knowledge and experience

  • Hands-on experience with Windows and Mac OS environments

  • Overall knowledge of office products and computer peripherals

  • Strong knowledge of the Microsoft product suite (O365, Windows10, Defender, InTune, SCCM)

  • Understanding of cloud (Azure)

  • Ability to perform remote troubleshooting and provide clear instructions

  • Excellent problem-solving and multitasking skills

  • Customer-oriented attitude


More about GrandVision:
Follow us on LinkedIn:
Find our Annual Report here:


Application process

1. Apply
2. 1st interview
3. 2nd interview
4. Offer
5. Hired

Share this vacancy

Apply for this job