IT Support Engineer

Responsibilities:

•             Provide on-site IT support, including the analysis, diagnosis, and resolution of hardware, software and operating system issues, while adhering to security, compliance and warranty requirement.

•             Install, configure and troubleshoot standard software solutions and enterprise applications, including Adobe products and web browsers

•             Support, install and troubleshoot Microsoft 365 applications (Outlook, Excel, Word, PowerPoint, Teams, OneDrive)

•             Configure, support and troubleshoot Apple mobile devices and other mobile endpoints

•             Install, configure and support printers, multifunction devices and VoIP phones

•             Support and troubleshoot audio/video technologies in conference and meeting rooms

•             Execution of on-site infrastructure tasks, including support for racks, patch panels, switches, routers, firewalls, servers and other enterprise hardware, as directed by the responsible remote teams

•             Deployment and recovery of operating systems using PXE and Microsoft Configuration Manager (SCCM)

•             Independently handling incidents and service requests within the ticket management system

•             Ensuring the timely processing of all tickets in accordance with agreed Service Level Agreements (SLAs) and developing sustainable solutions to prevent ticket reopenings

•             Creating, maintaining and continuously improving knowledge base articles and documentation

•             Providing VIP/executive support in accordance with contractual agreements

•             Acting as the central point of contact for IT matters at the site, particularly when specialized support teams are unavailable (e.g., during major incidents).

•             Actively participating in automation initiatives and measures for continuous service and process improvement

Profile:

•             At least 2 years of professional experience in IT onsite, deskside or end-user support

•             Solid knowledge of Microsoft Windows operating systems (Windows 10 and Windows 11)

•             Strong knowledge of end-user computing (EUC), remote support tools, Microsoft Office 365 and Outlook

•             Good knowledge of VPN technologies and mobile device support is an advantage

•             Experience with ITIL-based processes, particularly incident management, request fulfillment, problem management, change management and asset management

•             Experience in managing and documenting IT assets, including replacement and buffer stocks

•             Practical experience using ticketing systems such as ServiceNow, Remedy or comparable solutions

•             Good understanding of service support processes and their practical application in a corporate environment

•             Knowledge of Active Directory is desirable

•             Experience supporting tablets and other mobile devices is an advantage

•             Willingness and ability to move or transport IT hardware weighing up to 20 kg

Personal Competencies:

•             Strong service and customer orientation

•             Strong problem-solving skills and an analytical, structured approach to work

•             Excellent communication skills and a professional demeanor when interacting with users at all hierarchical levels

•             Ability to work independently and with a solution-oriented mindset, even in time-critical situations

•             Good written and spoken German and English skills.