L1 Desktop Support Technician

One of our clients is hiring an L1 Desktop Support Technician to provide day-to-day desktop and IT support to end users. The ideal candidate will have hands-on experience troubleshooting hardware, software, operating system, and connectivity issues, along with strong customer service and communication skills.

Key Responsibilities

• Provide L1 desktop and technical support to end users through phone, email, and ticketing systems.
• Receive, log, troubleshoot, and resolve incidents and service requests in an ITSM/ticketing system.
• Diagnose and resolve hardware, software, application, printer, and workstation issues.
• Perform desktop/laptop break-fix, troubleshooting, re-imaging, and preventive maintenance.
• Install, configure, upgrade, and troubleshoot Windows operating systems and approved desktop applications.
• Support Microsoft 365, Active Directory, BitLocker, SCCM, and standard enterprise applications.
• Troubleshoot network connectivity and basic workstation networking issues.
• Install and support network and non-network-attached printers.
• Perform hardware installations and remedial repairs for desktops, laptops, printers, and approved peripherals.
• Provide basic support for Mac systems and Apple devices.
• Use appropriate diagnostic tools to identify and resolve workstation hardware and software issues.
• Escalate complex incidents to the appropriate L2/L3 teams or third-party vendors when required.
• Maintain accurate and timely updates in the ticketing system throughout the incident lifecycle.
• Communicate issue status, troubleshooting steps, and resolution details clearly to users and support teams.
• Collaborate with supervisors, managers, and other IT teams to ensure consistent service delivery.
• Support IT projects and participate in planned maintenance activities when required.
• Be available to support occasional after-hours, weekend, or emergency activities based on business requirements.

Required Technical Skills

• 1–3 years of experience in Desktop Support, IT Helpdesk, Service Desk, or Technical Support.
• German language proficiency at B2 level.
• Strong knowledge of Windows 10/11 and Microsoft desktop environments.
• Experience with Microsoft Active Directory.
• Knowledge of Microsoft 365 / Office 365.
• Experience with ServiceNow, ITSM, CA, or similar ticketing systems.
• Hands-on experience with SCCM/endpoint management and PC deployment.
• Experience with laptop/desktop re-imaging and BitLocker.
• Troubleshooting experience with printers, computer hardware, peripherals, and network connectivity.
• Basic understanding of networking, servers, audio/visual equipment, smart devices, and telecommunications.
• Basic knowledge of macOS/Apple systems is preferred.
• Knowledge of enterprise antivirus/security solutions is an advantage.

Soft Skills

• Strong verbal and written communication skills.
• Customer-focused approach with good interpersonal skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to document incidents accurately and maintain ticket hygiene.
• Ability to work effectively in a team-oriented, project-based environment.
• Flexible approach to working hours when business or emergency requirements arise.

Candidate Profile

Candidates with 1–3 years of relevant desktop/IT support experience and German B2 proficiency are encouraged to apply.