Deskside Engineer

Astreya Consultancy India; München; On-site; EUR 48,000 - 68,000; Full time

Job summary

Astreya Consultancy India seeks an IT Support Specialist for an on-site role in Munich. You will deliver corporate IT support for colleagues, handle incidents and service requests, and coordinate with regional teams and suppliers.

The role requires 4+ years in IT support, strong problem-solving, and fluency in English and German. Office-based five days a week with potential after-hours support.

Qualifications

• A minimum of 4 years' IT support experience in a corporate environment.
• Strong troubleshooting and diagnostic skills in a corporate setting.
• Proficiency with Windows 11 and Office 365/Teams.
• Experience with iPhone/iPad devices and mobile apps.
• Data/voice cabling and patching experience.
• Good English and German language skills.
• Ability to work independently and as part of a team; willingness to work outside standard hours.

Responsibilities

• Prioritize BAU tasks and tickets.
• Log incidents and service requests with accurate notes.
• Image laptops for new starters and BAU.
• Manage laptop stock and orders; monitor iPhone and peripheral stock.
• Support outside office hours and assist with Major Incidents.
• Coordinate with regional offices and third‑party suppliers.

Skills

IT support experience

Troubleshooting

Investigation & diagnostics

English & German

Tools

Windows 11

Office 365 & Teams

iPhone/iPad management

iManage

ServiceNow

MCDST

ITIL

Data/voice cabling

AVD

Job description

Key requirements (Communication/skills/experience)

Essential

• A minimum of 4 years' experience of IT support in a corporate environment.
• Troubleshooting in a corporate computing environment;
• Investigation and diagnostic skills;
• Microsoft Windows 11;
• Microsoft Office 365 suite of Applications & Teams;
• iPhone / iPad Technology and mobile apps;
• General user administration tasks;
• Data/voice cabling and patching.
• AVD working experience;
• Proficiency in both English and German is mandatory.

Desirable

• Experience working with Legal tools in the legal sector
• iManage Document Management System
• Service Now ticket logging
• Microsoft Certified Desktop Support Technician (MCDST) or above;
• Working knowledge of ITIL/Service management best practice;
• Accredited ITIL certification (Foundation level);
• Experience in leading small projects.

Competencies (Non-Technical)

• Good, confident communication skills in both English and German are mandatory.
• Positive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities;
• Able to work independently, take responsibility and the initiative as necessary to resolve support issues;
• Commitment and energy - there will be times when work needs to be completed outside of normal office hours;
• Good interpersonal skills - ability and drive to work well as part of a team.

Working Arrangements

This is a full-time office-based position and requires attendance at the office five days per week.

Candidates should be flexible and willing to support planned change activities during weekends and after business hours.

Role summary/purpose of job

General IT service and user support to all levels of colleagues both face to face and via email/telephone;

Logging support requests and incidents;

The monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams;

Troubleshoot problems, use diagnostic tools as needed and elevate the problem to a more skilled technician as needed;

Liaising with regional offices and third‑party suppliers to resolve user support issues.

Key responsibilities and deliverables

IT Responsibilities:

• Prioritize the BAU tasks and tickets.
• Ensure all tickets (incidents, service requests) are logged via the proper channel and updated with accurate notes and status.
• Follow up with users regularly and ensure contact is made at the agreed time.
• Ensure laptops are imaged beforehand for BAU, new starters, and break‑fix.
• Manage laptop stock and raise orders via the service portal when running low.
• Manage iPhone stock and contact BRM when additional phones, screen protectors, or cases are required.
• Manage peripheral stock (monitors, mice, headsets) and seek BRM approval to order more when needed.
• Ensure permanent new hire laptops are ordered on time, imaged, personalised, and tested before the start date.
• Ensure the full new starter kit (laptop, iPhone, peripherals) is ready before the joining date.
• For contingent new starters, allocate a laptop from stock or raise a new starter form to order more if stock is low.
• Collect old/leaver laptops and update the AMDB in line with current HAM processes.
• Wipe old devices using the Blancco process when applicable.
• Reimage laptops still under warranty and prepare them for stock.
• For returned iPhones, wipe via Intune if required and unassign the SIM in the SIM provider portal
• Store returned and wiped phones in stock for future allocation.
• For laptop refresh requests, ensure the correct device (as confirmed by vendor shipping details) is built and assigned.
• Follow the build guide and HAM process when building and issuing laptops.
• Conduct routine floor walks to identify and resolve visible IT issues.
• Respond promptly to reception queries regarding meeting room issues.
• For WFH equipment requests, refer users to the Home Equipment Policy.
• Provide assistance to third‑line teams during out‑of‑hours work (incident, change, or service request) when approved by management.
• Support activities such as network changes, meeting room setup, and power shutdown events when required (Business and non-business hours)
• Report, raise and elevate issues that could become Major Incidents (e.g., network down, laptop build failures) and assist with troubleshooting/testing.
• Track all loan devices and ensure timely return; escalation overdue items to BRM.
• Assist with software installations only if approved and properly licensed; do not install unlicensed software.
• Do not support personal devices unless explicitly approved by management.
• Create and maintain documentation and knowledge base articles for troubleshooting, and new IT procedures.
• Ensure accurate AMDB updates for all lifecycle events (allocation, return, repair, lost/stolen, disposal, warranty replacement).
• Support during Major Incidents, including bridge calls, onsite support, testing, and u