Deskside Support Technician (d/f/m) - Gaggenau

Deskside Support Technician (d/f/m) - Level 2

Location: Gaggenau, Germany
Work Model: 100% Onsite

About the Role

As a Deskside Support Technician (d/f/m) - Level 2, you will oversee field support operations across one or multiple sites and ensure high-quality technical service delivery. In this role, you serve as a key point of escalation, provide VIP support, guide junior team members, and manage on-site operational activities. You will deliver IMAC services, break‑fix support, system imaging, and contribute to special customer‑driven initiatives. This role is fully onsite in a manufacturing‑focused environment in Gaggenau.

Work Model – 100% Onsite (Gaggenau, Germany)

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work‑life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Gaggenau, Baden Württemberg.

Key Responsibilities

Site Lead Responsibilities

• Responsible for Field Support (FS) operations across one or multiple sites.
• Provide VIP support and oversee the on‑site support team.
• Offer technical training to junior team members.

Technical Support & Operations

• Deliver IMAC (Install, Move, Add, Change) services.
• Perform break‑fix support for end‑user hardware and software.
• Stage, build, and image systems using the standard client image (eCore).
• Provide support for handhelds, rugged devices, laptops, and scanners used on the Manufacturing Shop Floor.
• Complete special projects as requested by the customer.
• Conduct data collection and preservation activities relevant to migrations and eDiscovery.

Required Qualifications

• Strong communication skills.
• Proficiency in German to collaborate with German‑speaking teams and clients (Language level C1‑C2 of the Common European Framework of Reference for Languages (CEFR)).
• Strong analytical and troubleshooting abilities.
• Solid understanding of Microsoft Windows Operating Systems.
• Strong working knowledge of MS Office and standard business applications.
• Excellent customer support and stakeholder‑facing skills.
• 2–4 years of deskside or field support experience.
• A+, MCP, MCSE or equivalent certifications (desired).

Technical Skills

• Basic knowledge of:
  • Networks
  • Telecom
  • Compute/storage
• Advanced knowledge of macOS & iOS environments and related administration.
• Advanced understanding of macOS imaging & endpoint deployment.
• Basic understanding of policies, user certificates, and keychain design/management.
• Advanced mobile device support expertise.