IT Support Engineer

Role summary

The Onsite IT Support Engineer is responsible for delivering direct, in-person technology support to client employees at office locations. This position covers deskside assistance, IT Lounge / Walk-In Center support, Enterprise Mobility Services (EMS), IMACD tasks, and hands-on network support to help keep workplace systems running smoothly within client governance and service agreement requirements.

Core responsibilities

Handle incidents and service requests for end-user devices and peripherals, troubleshoot hardware, software, and connectivity problems, and keep ServiceNow tickets current from creation through resolution. Work closely with the Global Service Desk and other resolver teams when issues need to be escalated.

Serve as the initial contact for visitors at client IT Lounges / Walk-In Centers. Support hardware failures, replacements, dead-on-arrival swaps, and temporary device provisioning. Help users with authentication, MFA, and access to workplace applications, support onboarding for new joiners, prepare workstations, and complete meeting room checks and basic audio-visual troubleshooting.

Provide support for macOS devices and mobile endpoints under EMS. Carry out Azure AD device registration and Microsoft Intune enrollment, and assist with compliance-related and mobility-related issues.

Carry out IMACD work, including laptop imaging, staging, data transfer, refreshes, replacements, and support for onboarding/offboarding workflows such as asset handover. Also perform basic LAN/Wi-Fi checks and cabling-related tasks.

Deliver network hands-and-feet support such as patching and de-patching, assistance to network and telephony teams, and support for access points and meeting room connectivity. Maintain CMDB and asset records in ServiceNow, apply asset tags, track lifecycle status, and help manage local stockrooms and spare equipment. Provide coverage for nearby cluster and dispatch locations when needed, including travel or driving to client sites as required.

Requirements

Candidates should have practical experience providing onsite desktop or deskside support, with working knowledge of Windows and macOS devices. Familiarity with Enterprise Mobility Services, Azure AD, Microsoft Intune, ServiceNow, and ITSM processes is needed, along with basic networking knowledge covering LAN and Wi-Fi.

Strong customer-facing skills, clear communication, the ability to work independently onsite, and fluency in the local language plus English are expected. The role also requires German proficiency at C1 level and English at B2 level.

Working conditions and notes

This is a hands-on operational position with no independent authority to make changes. Work is carried out during standard business hours unless otherwise approved. The successful candidate must follow client security rules, data protection obligations, and local Works Council requirements. The scope of work is limited to contractual onsite support services.