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 (more information you can find here) 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.
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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.

Key Responsibilities:

IT Support & Helpdesk:

• Take ownership of Helpdesk requests through their full-service lifecycle.
• Write, or rework, report requests and data extracts to support different departments.
• Ensure requests are updated and customers are always kept fully informed of progress.
• Complete allocated requests in line with agreed service levels

General maintenance:

• Support and maintain MS Server/Desktops.
• Support and maintain Office 365 Solutions.
• Contribute to polices, processes and procedures
• Establishing a good working relationship with the business and customers
• Keep up to date with advancements in technology
• Carry out routine systems monitoring including:
  • Services
  • Backups
  • Disk Space
• Carry out performance monitoring.
• 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.
• Work with customers and internal teams to ensure operational and service excellence is delivered and maintained.

Project based and ad-hoc development work:

Working in conjunction with IT team and other department colleagues you are required to -

• Manage project work within the IT department.
• Analyse and identify possible solutions.
• Gather and write development specifications.
• Assess an agree requirements and deliverables.
• Write test plans.
• 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.

Infrastructure support:

• 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.

General:

• Ensure all work undertaken is in line with IT policies and processes standards.
• Regularly report progress to IT Service Manager, and stakeholders when necessary.
• 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.

Health & Safety:

• Utilize skills and knowledge to recognize and assess potential risks on site.
• Adhere to individual departmental health & safety rules.
• Assist with investigations as required.
• Report any incidents including near misses.
• Help to ensure all working environments are safe and secure.
• Uphold company's commitment to health & safety.

Required Experience and skills:

• Education level: MBO 4, at least 1- 2 years of similar experience
• Experience in supporting and troubleshooting end user devices (desktops, laptops, printers), operating systems like Windows, MacOS and peripherals.
• Strong knowledge of Microsoft 365 suite, Office applications, remote access/support tools.
• Understanding of core infrastructure like Active Directory, DNS, SCCM, networking, wireless.
• Experience with IT service management frameworks like ITIL.
• Strong problem solving skills
• Excellent organisational skills
• Able to manage sensitive and sometimes confidential information
• 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
• Able to build good relationships at all levels, internally and externally
• Resilient to cope with conflicting demands, able to prioritise duties and work effectively under pressure.
• Excellent communication skills, both verbal and written in both Dutch and English.

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