Support Engineer

Support Engineer

Job Summary :

We are looking for an experienced and customer-focused Service Desk Engineer with 3-5 years of IT support experience to join our technical support team. The ideal candidate will have a strong background in troubleshooting hardware, software, and network issues, and will play a key role in ensuring prompt and efficient resolution of end-user IT requests.

You'll be expected to handle escalated support tickets, contribute to process improvements, and assist in mentoring junior support staff while maintaining a high standard of customer service.

Key Responsibilities :

- Provide Level 1 and Level 2 support for end-users, both remotely and on-site.

- Respond to support tickets via helpdesk system, phone, email, or chat, and ensure timely resolution.

- Troubleshoot hardware, software, and network issues across Windows environments.

- Monitor and troubleshoot SCCM client health, deployments, and system performance.

- Support enterprise applications such as Microsoft 365, Outlook, Teams, VPN clients, and remote desktop tools.

- Manage user accounts, permissions, and access using Active Directory, Entra ID, or similar systems.

- Perform hardware setup, configuration, imaging, and deployment for desktops, laptops, and mobile devices.

- Maintain and support printers, conference room AV systems, and other peripheral equipment.

- Document incidents, resolutions, and processes in the knowledge base.

- Escalate unresolved issues to appropriate internal teams or vendors when necessary.

- Assist in implementing IT policies, security best practices, and asset tracking procedures.

Required Qualifications :

- Bachelors degree in information technology, Computer Science, or related field (or equivalent experience).

- Communicate technical and non-technical information clearly to a wide range of audiences.

- Ability to coordinate clear, professional, and culturally appropriate communication with engineers and cross-functional teams in Germany.

- Candidates with excellent English communication skills, preferably with RP (Received Pronunciation) English, are preferred.

- Respond promptly and professionally to internal and external inquiries via email, phone, and in-person meetings.

- Participate in and lead meetings, presentations, and discussions with clarity and purpose.

- Collaborate with cross-functional, international teams to ensure mutual understanding and shared goals.

- 3-5 years of experience in a service desk, helpdesk, or IT support role.

- Strong troubleshooting skills across hardware, software, and network connectivity.

- Proficiency with Windows OS, Microsoft 365 suite, and common enterprise applications.

- Experience with ticketing systems (e.g. Fresh service ServiceNow, Jira Service Desk).

- Familiarity with Active Directory, group policies, and identity/access management.

- Understanding of ITIL or service management best practices.

- Excellent communication, problem-solving, and interpersonal skills.

Preferred Qualifications :

- Industry certifications such Microsoft Modern Desktop Administrator, or ITIL Foundation.

- Experience supporting cloud environments (Microsoft Azure).

- Familiarity with remote management tools (e.g., TeamViewer, Intune).

- Basic understanding of scripting or automation (e.g., PowerShell).

What We Offer :

- Competitive compensation package.

- Opportunities for professional growth and certification support.

- Collaborative, team-oriented work environment.

- Flexible work arrangements (hybrid/remote depending on location).

- Access to the latest technologies and tools.