Technical helpdesk assistant

Technical helpdesk assistant

Department: IT Services Voluntary work, 8 hrs / week

About DIVD

DIVD is the voluntary fire brigade of the Internet. At the Dutch Institute for Vulnerability Disclosure we aim to make the digital world safer by reporting vulnerabilities we find in digital systems to the people who can fix them. We operate on a global level, but do it Dutch style: open, honest, collaborative, and for free. We mainly work on cases with the volunteers in CSIRT and Research teams. And to support all these volunteers, many great people are in supporting roles.

At the head of DIVD is our board, who provide guidance and direction and are responsible for strategic decisions. The day to day operations are led by a management team, consisting of our director, department heads, the CISO, and crisis manager.

IT Services

This department is responsible for our own applications and infrastructure, including our own AS and the infrastructure CSIRT and Research & Development teams use to scan the internet. They are responsible for the technical maintenance of our websites and have a development team that supports CSIRT and Research by building tooling to automate tasks. In addition, the IT Services department runs the help desk, to solve operational change requests, account issues with accounts or other incidents logged by volunteers.

Description

We are looking for enthusiastic helpdesk employees. As a technical helpdesk employee, you will be working in the Helpdesk team. Together with other volunteers, you offer technical, ICT-related, and operational support to your fellow volunteers, management team, board, and directors of DIVD.

Technical Helpdesk Assistant Responsibilities

• You will help the various volunteers and or target groups with solving technical problems and questions in the field of ICT. You will do this by phone, chat, email, remote support, and or video conferencing.
• You help volunteers by answering technical and operational questions.
• Where possible, you solve problems yourself or you refer them to the various specialists within our organization.
• Together with other volunteers, you will ensure that our helpdesk is available.
• You take care of the support and planning of activities.
• You organize part of the process of issuing and receiving managed devices.
• You keep track of the status of all activities via ticket systems and planning and support tools.
• If necessary, you will develop new procedures to improve the quality.

Varied work

As you can read, this position is very diverse and offers you various opportunities to grow your technical expertise. Because of the diversity of the group of people we support with the helpdesk, you have a lot of variety. More so than when, for example, you provide technical support via a call center at a telecom provider. That is why we expect you to be able to switch easily.

Development

We believe that you develop best when you are doing something you enjoy and at which you are good. Depending on your knowledge and interests, we will work with you to see how we can help you further in the direction in which you would like to develop and/or specialize within DIVD.

Job requirements

• We believe that motivation is more important than knowledge and skills.
• Experience with ICT services, experience on a helpdesk is a plus.
• A feeling for and love of computers, gadgets, electronics, etc. is a must.
• Affinity with processes such as ITIL is preferred. The focus is on incidents, problems, and changes.
• However, keeping good records is a MUST!

Nice to have

• Finished MBO 4 education / technical ICT training or demonstrable experience (thinking/working level) with additional knowledge in the Technical ICT training field;
• You are familiar with the concepts of virtualization such as the difference between type 1 and type 2 and the concept around Docker and LXC containers.
• The Linux shell has a few secrets for you, but when things get complicated you know your way around and ask the Linux team for support.
• During a network disruption, you dive into the systems and know with the help of ping, traceroute, nslookup, and/or other tools to point out the problem in the configuration of a NIC, VLAN, DNS, or source/destination NAT. You will share your findings with our Network team if necessary.

Competencies

• Customer-oriented thinking
• Result and solution-oriented working
• Accurate
• Flexible
• Independent
• Analytical

Our websites

• https://www.divd.nl/

Development

We believe that you develop best when you are doing something you enjoy and at which you are good. Depending on your knowledge and interests, we will work with you to see how we can help you grow further in the direction in which you would like within DIVD.

What to expect when you join us?

At DIVD, we believe that our volunteer researchers are the backbone of our mission to make the digital world safer. Whether you have a day job in IT security or just want to do a bit extra for the rest of the world, we welcome all passionate individuals to join us! Our informal company culture offers plenty of autonomy and flexibility, allowing you to structure your role in a way that best fits your needs. And with opportunities available exclusively to volunteers based in The Netherlands who hold valid EU work permits, there's never been a better time to join our one-of-a-kind volunteer tech collective! Apply below today and help us build a safer digital future for all! #DIVD

Wherever your personal goal is, we will try to make your routine as a volunteer impactful, enjoyable, exciting, and comfortable. You can choose if you want to work remotely or from our office in the Netherlands. You'll receive a set of benefits to improve your work experience. They include a flexible schedule, multicultural environment with colleagues in the Netherlands, a vibrant and dynamic organizational culture, and free access to our online learning platform as you help build a safer internet.

Today, we are one of the most effective volunteer organizations globally that actively makes the digital world safer by reporting vulnerabilities we find in digital systems.

Our researchers typically have a day time job in IT security, but feel the need to do a bit extra for the rest of the world. This position will give you the opportunity to experience our one of a kind volunteer tech collective. Our company culture is very informal and offers plenty of autonomy to structure the role in a way that best fits you as a person. Please note, we require you to be currently based in The Netherlands and to have a valid EU work permit. If you feel excited about this role, please apply below!