IT Support Engineer

Position: IT support Engineer

Responsibilities:

1. 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 requirements
2. Install, configure and troubleshoot standard software solutions and enterprise applications, including Adobe products and web browsers.
3. Support, install and troubleshoot Microsoft 365 applications (Outlook, Excel, Word, PowerPoint, Teams, OneDrive).
4. Configure, support and troubleshoot Apple mobile devices and other mobile endpoints.
5. Install, configure and support printers, multifunction devices and VoIP phones.
6. Support and troubleshoot audio/video technologies in conference and meeting rooms.
7. 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.
8. Deployment and recovery of operating systems using PXE and Microsoft Configuration Manager (SCCM).
9. Independently handling incidents and service requests within the ticket management system.
10. Ensuring the timely processing of all tickets in accordance with agreed Service Level Agreements (SLAs) and developing sustainable solutions to prevent ticket reopenings.
11. Creating, maintaining and continuously improving knowledge base articles and documentation.
12. Providing VIP/executive support in accordance with contractual agreements.
13. 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).
14. Actively participating in automation initiatives and measures for continuous service and process improvement.

Profile:

1. At least 2 years of professional experience in IT onsite, deskside or end-user support.
2. Solid knowledge of Microsoft Windows operating systems (Windows 10 and Windows 11).
3. Strong knowledge of end-user computing (EUC), remote support tools, Microsoft Office 365 and Outlook.
4. Good knowledge of VPN technologies and mobile device support is an advantage.
5. Experience with ITIL-based processes, particularly incident management, request fulfillment, problem management, change management and asset management.
6. Experience in managing and documenting IT assets, including replacement and buffer stocks.
7. Practical experience using ticketing systems such as ServiceNow, Remedy or comparable solutions.
8. Good understanding of service support processes and their practical application in a corporate environment.
9. Knowledge of Active Directory is desirable.
10. Experience supporting tablets and other mobile devices is an advantage.
11. Willingness and ability to move or transport IT hardware weighing up to 20 kg.

Personal Competencies:

1. Strong service and customer orientation.
2. Strong problem-solving skills and an analytical, structured approach to work.
3. Excellent communication skills and a professional demeanor when interacting with users at all hierarchical levels.
4. Ability to work independently and with a solution-oriented mindset, even in time-critical situations.
5. Good written and spoken German and English skills