Job Title: L2 Onsite Support Representative
Location: Frechen, Germany
Work mode: mostly onsite with some flexibility of remote
Language: German (Conversational level) & English
Type: Contract (1 Year)
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.