To vacancy overview

Senior Support Engineer

Hours per week
40 hours

GrandVision is currently undergoing a major digital transformation, with the Infrastructure & Operations team being one of the main stakeholders and drivers of the global plan. We will transform our workplace infrastructure to allow us to overcome the limitations of our legacy setup and support our other integration projects. Azure Virtual Desktop, MS Office365, Cloud Data Center (Azure), SD-WAN, and Cloud-managed devices are examples of technologies that we will be introducing and supporting on a daily basis within a new Global IO Support organisation.

At GrandVision HQ, we are not afraid of new technologies and innovation. We adopt them, put them into practices, make them a part of our Global IO iConnect blueprint and transition from a decentralised local to global support organisation providing best in class support for the BP. Our office(s), regional fulfilment hubs and retail stores are our primary targets for our blueprint. Be prepared to be key player within the team responsible for incident, change, service and support delivery within this multinational environment.

You will be expected to work with many stakeholders (this includes 3rd party service providers, engineers, managers, and sometimes directors), so an excellent communication skill across levels is a must. You must be able to understand, critically analyse services and incidents and convey our messages to the stakeholders from around 30 different retail organisations, a cultural agility is a key success factor in your role.

You will be responsible to:

  • Help develop, document and implement our global service delivery blueprint focusing on incident and change management.
  • Monitor the incident management process and actively co-ordinate resolution to minimise business impact
  • Gather, analyse and interpret data related to active incidents, assess impact and devise solutions with the team
  • Create and submit reports to the relevant department management and directors.
  • Help the management and other teams draw business goals and needs
  • Work together with different stakeholders inside (e.g. Infrastructure, Application Development team, etc.) and outside (e.g. Finance, Supply Chain, etc.) the IT organization to ensure business requirements are translated well into IT solutions.
  • Work with various 3rd parties and constantly monitor the service SLA, 1st time fix rates and document knowledge articles
  • Participate in on-call shifts to support to business.
  • Provides advice and expertise in deciding the technology and the architecture of the workplace setup.
  • Take the ownership of the workplace projects and be responsible in the delivery across different locations.

We also believe you have:

  • At least 5 years’ experience working in a complex and challenging global IT support organisation
  • Experience with ServiceNow
  • ITSM qualifications
  • Background in Microsoft 365, Microsoft Endpoint Manager / Intune, Office 365
  • A strong customer orientation
  • Prepared to and experienced in working in a 24/7 environment
  • A bachelor or master’s degree
  • A great command of the English language


Our workplace is hybrid; we offer the flexibility to work 2 days a week from home with a working from home bundle incl. chair and screen etc. provided to support this.

We offer a competitive salary in line with the international retail sector. We are looking forward to discussing your salary expectations during the interview. In addition to the above, we offer a scope of great benefits including (but not limited to):

  • Dutch pension plan with employer contribution of 8%
  • Employee net investment scheme
  • Employee Purchase Option for glasses, contact lenses and sunglasses
  • Subsidized lunches and free fruit at the office
  • Commuting expenses reimbursed
  • Discount on various partner insurance
  • The option to work from abroad for a specified time
  • Flexibility on annual leave planning with option to purchase additional days

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.

With customers, stores and employees located in over 40 countries, GrandVision shows diversity to be at the core of its success. GrandVision is a global company proud and committed to be an equal opportunity employer.

More about GrandVision
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 across Europe, the Americas, the Middle East and Asia. GrandVision serves its customers in over 7,200 stores and with more than 39,000 employees which are proving every day that in EYE CARE, WE CARE MORE.

After decades of collaboration and two years of efforts and relentless work to make it a reality, EssilorLuxottica and GrandVision officially became part of the same organization as of 1 July, 2021. Going forward, as part of the EssilorLuxottica family, GrandVision will be able to truly unlock its full potential, and that of the optical industry, by exploring new paths in product development, digitalization, distribution and innovation.

At the very core have always been our people, who day after day elevate the importance of vision as a basic human right and bring the best eyewear possible to the market. As part of the Group's deeply-rooted culture and values, we are committed to taking care of our employees around the globe and helping them thrive and grow.

Some key figures:
7,260 stores in more than 40 countries
434,000 daily store visits
15.1 million Eyeglass & sunglass sold
Over 39,000 employees worldwide
Revenue EUR 3.5 billion FY
EBITA EUR 266 million

Our vision is to provide high quality and affordable eye care to more and more people around the world. By doing so, GrandVision aspires to help them realize their full potential in life.

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

Recruitment agencies: As we have a dedicated in-house recruitment team, all our positions are strictly no agencies. Please refrain from contacting our staff with prospective candidates as they will not be taken into consideration.

Application process

1. Apply
2. Questionnaire & Recruiter call
3. 1st Interview
4. Online Assessment & 2nd Interview
5. Offer
6. Hired

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