L2 Onsite Support Representative

Job Title: L2 Onsite Support Representative

Location: Frechen,  Germany

Work mode: mostly onsite with some flexibility of remote

Language: German (Conversational level) & English 

Type: Contract (1 Year)

Key Responsibilities:

Technical Support (L1/L2):

• Handle tickets via ServiceNow from helpdesk or self-service portal.
• Provide onsite support for hardware, software, and connectivity issues.
• Escalate unresolved issues to L3 or vendors.

IMAC Services:

• Install, move, add, and change IT equipment and software.
• Configure email, VPN, and network settings.

Device Lifecycle Management:

• Coordinate hardware refreshes and data backups.
• Manage asset disposal and documentation.

User Account & Access Management:

• Manage user accounts, passwords, MFA, and access controls.

Networking & Connectivity:

• Troubleshoot LAN/WAN, VPN, and printer connectivity.

Peripheral Support:

• Configure and troubleshoot printers, scanners, and external devices.

IT Security & Compliance:

• Ensure antivirus updates, assist in audits, and enforce security policies.

Asset Management:

• Track IT inventory, perform audits, and manage shipments.

Documentation & Reporting:

• Maintain knowledge base and document recurring issues.

End-User Training:

• Provide IT orientation and training on tools and security.

Project Support:

• Assist in infrastructure deployments, office relocations, and application rollouts.