IT Technician / IT Helpdesk / IT Support

IT Technician / IT Helpdesk / IT Support

Munich, Bavaria, Germany

Job Overview

Level 1 - Associate, Field Services Technician I. Provide first‑line technical support and assistance with workstation set‑up, imaging, and basic AV tasks.

Responsibilities

• Respond to IT service tickets using documented procedures and supervision.
• Assist with workstation setups and peripheral connections.
• Perform basic AV checks and room readiness tasks.
• Support imaging and deployments under direction.
• Follow proper inventory handling, tagging, and tracking.
• Escalate unresolved issues appropriately.
• Adhere to safety protocols and client‑specific guidelines.
• Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices.
• Troubleshoot and resolve common hardware and software issues.
• Deliver a high‑quality, customer‑focused service experience in a timely manner.
• Receive, document, and close support requests in ITSM tools (e.g., ServiceNow).
• Prioritize tickets based on urgency and impact.
• Assist with or independently perform workstation deployments, device imaging, and equipment setup.
• Support device recovery, re‑imaging, and e‑waste processes according to lifecycle guidelines.
• Ensure accurate labeling, tagging, and asset tracking for all deployed equipment.
• Maintain and reconcile inventory of IT equipment and accessories at assigned site.
• Use asset‑tracking systems to manage device records, check‑ins/outs, and stock levels.
• Participate in regular audits and support logistics for shipping/receiving hardware.
• Perform regular checks and basic troubleshooting of AV equipment (display, microphone, camera).
• Set up and tear down conference room tech for meetings or events.
• Support room readiness, monitor usage, and report or resolve AV issues.
• Follow documented processes and SOPs for all support tasks.
• Maintain clear and concise documentation for resolutions, escalations, and asset updates.
• Adhere to Astreya and client‑specific protocols, including change and incident management.
• Serve as a visible, approachable point of contact for IT‑related issues at the site.
• Communicate effectively with users to understand issues and set clear service expectations.
• Represent Astreya’s service commitment with professionalism and courtesy.

Qualifications

• High School Diploma or GED required.
• Enrollment in IT‑related coursework or vocational training preferable.
• CompTIA A+, Google IT Support Certificate, or similar entry‑level credential a plus.

Seniority Level

• Mid‑Senior level

Employment Type

• Full‑time

Job Function

• Customer Service, Information Technology, and Supply Chain
• IT Services and IT Consulting, IT System Operations and Maintenance, and Computer and Network Security

Referral

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