Onsite Support

Job Title

L2 Onsite Support Representative

Location

Frechen,Germany (mostly onsite with some flexibility of remote). Occasional travel is required to cover the IT support person in Frankfurt office during his absence.

Duration

1 Year

Type

Contract

Support Type

Onsite, multilingual (German + English), 4 days/week during office hours

Key Responsibilities

Technical Support (L1/L2):
Handle tickets via ServiceNow from helpdesk or self-service portal.
Provide onsite support for hardware, software, and connectivity issues.
Escalate unresolved issues to L3 or vendors.

IMAC Services:
Install, move, add, and change IT equipment and software.
Configure email, VPN, and network settings.

Device Lifecycle Management:
Coordinate hardware refreshes and data backups.
Manage asset disposal and documentation.

User Account & Access Management:
Manage user accounts, passwords, MFA, and access controls.

Networking & Connectivity:
Troubleshoot LAN/WAN, VPN, and printer connectivity.

Peripheral Support:
Configure and troubleshoot printers, scanners, and external devices.

IT Security & Compliance:
Ensure antivirus updates, assist in audits, and enforce security policies.

Asset Management:
Track IT inventory, perform audits, and manage shipments.

Documentation & Reporting:
Maintain knowledge base and document recurring issues.

End-User Training:
Provide IT orientation and training on tools and security.

Project Support:
Assist in infrastructure deployments, office relocations, and application rollouts.