IT Support Engineer

Job Title: IT Support Engineer

Location: Cologne / Köln – Germany

Duration: Long Term contract

Job Purpose

The Onsite IT Support Engineer will provide dedicated hands-on IT support to end users at client office locations. The role includes deskside support, IT Lounge / Walk-In Center support, Enterprise Mobility Services (EMS), IMACD activities, and network Hands & Feet support to ensure smooth day-to-day IT operations aligned with client standards and service processes.

Key Responsibilities

End-User & Deskside Support

• Provide onsite deskside support for incidents and service requests related to laptops, desktops, peripherals, and workplace devices
• Diagnose and resolve hardware, software, and connectivity issues
• Log, update, and close tickets in ServiceNow following ITSM processes
• Coordinate with the Global Service Desk and other technical teams for issue resolution

IT Lounge / Walk-In Center Support

• Act as the first point of contact for walk-in users at the client IT Lounge / Walk-In Center
• Support hardware replacement, DOA swaps, and temporary device allocation
• Assist users with MFA authentication and workplace application access
• Support onboarding activities and workstation setup for new joiners
• Perform meeting room readiness checks and basic AV troubleshooting

Enterprise Mobility Services (EMS)

• Support macOS devices and mobile endpoints
• Perform Azure AD device registration
• Support Microsoft Intune mobile and device enrollment
• Assist with compliance and mobility troubleshooting activities

IMACD & Workplace Services

• Perform Install, Move, Add, Change, and Delete (IMACD) activities
• Handle laptop imaging, staging, data transfer, refresh, and replacement activities
• Support onboarding and offboarding activities including asset handover
• Perform basic LAN/Wi-Fi checks and cabling activities

Network Hands & Feet Support

• Provide LAN patching and de-patching support
• Assist network and telephony teams during onsite activities
• Support access points and meeting room connectivity troubleshooting

Asset & Inventory Management

• Maintain CMDB and asset records in ServiceNow
• Perform asset tagging and lifecycle tracking
• Support local stockroom and spare device management

Cluster / Dispatch Coverage

• Support nearby cluster and dispatch sites when required
• Willingness to travel to nearby client locations
• Provide backup support coverage for critical sites

Required Qualifications & Skills

Technical Skills

• Experience in onsite desktop/deskside support
• Windows and macOS device support experience
• Knowledge of EMS, Azure AD, and Microsoft Intune
• Understanding of ServiceNow and ITSM processes
• Basic networking knowledge (LAN/Wi-Fi)

Behavioral Skills

• Strong customer-facing and communication skills
• Ability to work independently onsite
• Proficiency in local language and English

Working Conditions & Notes

• Hands-on operational support role with no independent change authority
• Work performed during standard business hours unless otherwise approved
• Must comply with client security, data protection, and workplace policies
• Scope aligned with contractual onsite support services
• German language proficiency (C1) and English (B2) preferred