Senior 2nd Line System Administrator

Project overview

Organization

The Central Agency for the Reception of Asylum Seekers (COA) is responsible for the reception and guidance of asylum seekers in the Netherlands: on the way to a future here or elsewhere. Behind that societal task runs an organization that relies entirely on ICT. The ICT department keeps the information provision stable and secure day in, day out – and you, as an experienced service desk employee/2nd line administrator, play a key role in this.

The Function

As a senior service desk employee/2nd line administrator in government, you play a crucial role in resolving the backlog of tickets but also help to transfer knowledge to your own employees who have less knowledge. You work in a dynamic environment where reliability and security are paramount. Together with a team of pleasant, driven colleagues, you ensure that support for our end-user colleagues, service desk, and 3rd line administrators is optimal again. You take responsibility for your work, set the right priorities, and ensure proper follow-up or transfer.

You understand that ownership does not mean you have to solve everything yourself, but that you are clear about what is needed. Are you such a person? Then you fit with us.

Core Tasks

What profile are we looking for?

Competencies

• You analyze and handle complex incidents, reports, and requests within the second line and ensure careful and timely follow-up.
• You monitor systems, identify potential disruptions, and take action to support the availability and continuity of service delivery.
• You take ownership of your work, monitor progress, and ensure clear transfer when other ICT teams need to be involved.
• You look beyond just resolving an incident. You investigate recurring problems, think about structural solutions, and actively contribute to improving processes and working methods.
• You support and guide less experienced colleagues, actively share your knowledge, and help the team to grow technically and professionally.
• You work closely with the Service Desk, other ICT teams, and stakeholders and understand the role of SPOC Infra within the entire ICT chain.
• You contribute to documenting, improving, and keeping work instructions and knowledge documentation up-to-date.
• You actively participate in our Agile way of working, contribute to the planning and distribution of tasks, and help continuously improve the team.
• You maintain an overview, set priorities, and communicate promptly with colleagues and stakeholders when the situation requires it.
• You have demonstrable experience in ICT System Administration, preferably in a second or third-line environment, and possess broad technical knowledge.
• You are capable of independently analyzing and resolving complex incidents and know when to involve other specialists.
• You have knowledge of Microsoft environments, system administration, and monitoring, and are willing to further deepen your knowledge of the various technologies within our infrastructure.
• You have a professional and mature attitude. You take responsibility, keep appointments, and are open and honest about the progress of your work.
• You take initiative, think ahead, and don't wait for someone else to solve a problem for you.
• You look beyond the boundaries of your own team and understand that good service delivery is a shared responsibility.
• You naturally help colleagues, transfer knowledge, and guide less experienced employees.
• You are open to feedback, different insights, and our Agile way of working. You think critically and constructively about improvements.
• You can handle a dynamic environment where operational activities, incidents, and planned improvements coexist.
• Ownership and responsibility: You take responsibility for your own work, monitor progress, and ensure that agreements are met. You clearly indicate in a timely manner when something is not working or when support is needed.
• Collaboration and connection: You actively seek collaboration with colleagues and other teams. You think in terms of joint solutions, not in terms of the boundaries of your own responsibilities.
• Open and honest communication: You communicate clearly and transparently, dare to discuss problems, and are open to feedback and different insights.
• Coaching and knowledge sharing: You help colleagues grow by transferring knowledge, providing explanations, and creating opportunities for them to find solutions themselves.
• Analytical and problem-solving skills: You can understand complex situations, distinguish between symptoms and causes, and contribute to structural improvements.
• Initiative and proactivity: You identify bottlenecks, propose improvements, and take action within your responsibilities.
• Flexibility and overview: You can set priorities, switch between different tasks, and maintain an overview when pressure increases.
• Continuous improvement: You critically examine existing working methods, are open to change, and actively contribute to the further development of the team.

Project details

• Start: 2026-11-30T23:00:00
• Location: Den Haag Zuid-Holland, NL
• Languages: Dutch