Technical Support Engineer

Fortray Global is hiring an IT/Deskside Engineer (L1) for a full-time onsite role in Penzberg, Germany. Candidates must have B2-level German & English. The client is a local German company; valid work authorization or a visa ≥2 years is required. It is a B2B contract.We are looking for a proactive and customer-oriented IT Support (L1) to join our IT team. This role provides first-level technical support and troubleshooting for end users across the organization. You will work with a variety of hardware, software, and cloud tools in a fast-paced, hybrid environment, ensuring seamless technical operations and outstanding user experience. ________________________________________ Key Responsibilities: • Provide Tier 1 support for desktops, laptops, mobile devices, peripherals, video conferencing tools, and office equipment (Windows, macOS, iOS, Android). • Install, configure, upgrade, and troubleshoot operating systems, applications, and hardware (both in-person and remote support).• Respond to service desk tickets, ensuring timely resolution, clear communication, and proper documentation. • Support cloud-based tools such as Microsoft 365, Teams, SharePoint, Zoom, and Google Workspace. • Assist users with network connectivity, VPN access, MFA issues, and basic account administration. • Maintain IT asset inventory (laptops, accessories, software licenses, etc.). • Coordinate with Level 2/3 teams for escalated issues, ensuring smooth handoffs. • Assist with new user onboarding, device setup, and software deployment. • Participate in hardware refresh, patching cycles, and other IT operations. • Follow IT policies and procedures while promoting best practices. • Maintain and create clear knowledge base documentation and user guides. • Support cybersecurity awareness by identifying and escalating potential threats (e.g., phishing, unauthorized access). ________________________________________ Technical Skills & Requirements: • Basic knowledge of networking protocols, IP addressing, DNS, and DHCP. • Hands-on experience with Windows 10/11, macOS, and Office 365 environments. • Strong understanding of remote support tools (e.g., AnyDesk, TeamViewer, or SCCM). • Familiarity with Active Directory, Azure AD, Intune/MDM solutions, and VPNs. • Proficient in troubleshooting email clients (Outlook, Gmail) and productivity tools. • Understanding of ticketing systems like Jira, ServiceNow, or Freshdesk. • Strong hardware troubleshooting skills (RAM, SSDs, display issues, connectivity). • Familiarity with endpoint security solutions and basic data backup methods. • Excellent interpersonal, time management, and documentation skills. ________________________________________ Preferred Qualifications: • 1–2 years of relevant IT support or desktop support experience. • IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified are a plus. • Exposure to cloud-first or hybrid working environments. • Strong customer service mindset with an eagerness to learn and grow. ________________________________________ Note: Visa sponsorship is not available for this role.