IT Support Engineer - #2638468

JOB PURPOSE

The Onsite IT Support Engineer provides dedicated, hands-on IT support to Client end users

at office locations. The role covers deskside support, IT Lounge / Walk-In Center services,

Enterprise Mobility Services (EMS), IMACD activities, and network hands-and-feet support,

ensuring stable workplace operations in compliance with Client governance and contractual

service frameworks.

KEY RESPONSIBILITIES

End-User & Deskside Support

- Provide onsite deskside support for Incidents and Service Requests related to end-user

computing devices and peripherals

- Diagnose and resolve hardware, software, and connectivity issues

- Log, update, and close tickets in ServiceNow aligned with ITSM processes

- Coordinate with Global Service Desk and downstream resolver groups

IT Lounge / Walk-In Center (WIC)

- Act as first point of contact for walk-in users at Client IT Lounges / Walk-In Centers

- Support hardware issues, replacements, DOA swaps, and temporary devices

- Assist with authentication, MFA, and workplace application access

- Support new joiner onboarding and workstation setup

- Perform meeting room readiness checks and basic AV troubleshooting

Enterprise Mobility Services (EMS)

- Support macOS devices and mobile endpoints

- Perform Azure AD device registration

- Support Microsoft Intune mobile and device enrollment

- Assist with compliance and mobility troubleshooting

IMACD & Workplace Services

- Perform Install, Move, Add, Change, Delete (IMACD) activities

- Laptop imaging, staging, data transfer, refresh, and replacements

Classification: Internal

- Support onboarding and offboarding including asset handover

- Perform basic LAN/Wi-Fi checks and cabling activities

Network Hands-and-Feet Support

- Provide LAN patching and de-patching support

- Assist network and telephony teams

- Support access points and meeting room connectivity

Asset & Inventory Management

- Maintain CMDB and asset records in ServiceNow

- Perform asset tagging and lifecycle tracking

- Support local stockrooms and spares

Cluster / Dispatch Coverage

- Support nearby cluster and dispatch sites as required

- Willingness to travel or drive to nearby Client locations

- Provide backup coverage for critical locations

REQUIRED QUALIFICATIONS & SKILLS

Technical Skills

- Experience in onsite desktop/deskside support

- Windows and macOS device support

- Knowledge of EMS, Azure AD, and Microsoft Intune

- ServiceNow and ITSM process understanding

- Basic networking knowledge (LAN/Wi-Fi)

Behavioral Skills

- Strong customer-facing and communication skills

- Ability to work independently onsite

- Proficiency in local language and English

WORKING CONDITIONS & NOTES

- Hands-on operational role with no independent change authority

- Work performed during defined business hours unless approved otherwise

- Must comply with Client security, data protection, and local Works Council requirements

- Scope aligned with contractual onsite support services

• - German Proficient with C1 and English B2 level