IT Support Specialist

Role Overview

This position is for an on-site IT support professional who will assist client employees directly at office locations. The role is focused on practical, hands-on support across deskside troubleshooting, walk-in IT service coverage, enterprise mobility support, workplace device handling, and network support activities. The objective is to keep daily workplace operations running smoothly while staying within the client’s governance rules and service commitments.

End-User and Deskside Support

• Deliver in-person support for incidents and service requests involving user devices and peripherals.
• Identify and fix issues related to hardware, software, and connectivity.
• Record, update, and resolve tickets in ServiceNow in line with ITSM procedures.
• Work with the Global Service Desk and downstream resolver teams to close issues efficiently.

IT Lounge / Walk-In Center Support

• Serve as the first contact for users visiting the client’s IT Lounge or Walk-In Center.
• Handle hardware faults, replacement units, DOA swaps, and temporary device provisioning.
• Support authentication issues, MFA setup, and access to workplace applications.
• Help with onboarding of new joiners and workstation preparation.
• Carry out meeting room readiness checks and basic audiovisual troubleshooting.

Enterprise Mobility Services

• Support macOS endpoints and mobile devices used in the workplace.
• Register devices in Azure AD.
• Assist with enrollment and management through Microsoft Intune.
• Help resolve device compliance and mobility-related issues.

IMACD and Workplace Services

• Carry out Install, Move, Add, Change, and Delete activities.
• Handle laptop imaging, staging, data transfer, refreshes, and replacements.
• Support employee onboarding and offboarding, including asset handover.
• Perform basic LAN, Wi-Fi, and cabling checks as needed.

Network Hands-and-Feet Support

• Provide patching and unpatching support for LAN connections.
• Assist network and telephony teams with on-site tasks.
• Support access points and meeting room network connectivity.

Asset and Inventory Management

• Keep CMDB and asset information current in ServiceNow.
• Carry out asset tagging and track equipment through its lifecycle.
• Help manage local stockrooms and spare equipment.

Cluster and Dispatch Coverage

• Support nearby cluster and dispatch sites when required.
• Be prepared to travel or drive to nearby client locations.
• Provide backup support for critical locations when needed.

Qualifications and Skills

• Prior experience in on-site desktop or deskside support is required.
• Strong hands-on knowledge of Windows and macOS device support is needed.
• Working familiarity with EMS, Azure AD, and Microsoft Intune is expected.
• Understanding of ServiceNow and standard ITSM workflows is important.
• Basic networking knowledge covering LAN and Wi-Fi is required.
• Strong communication skills and a customer-focused approach are essential.
• Ability to work independently while being based at the client site.
• Good command of the local language and English is necessary.

Working Conditions and Notes

This is an operational support role with no independent authority to approve or implement changes. Work is carried out during standard business hours unless separate approval is provided. The role must follow client security rules, data protection requirements, and local Works Council obligations. The scope of work is limited to the agreed onsite support services under the contract. German proficiency at C1 level and English at B2 level are required.