Deskside Engineer

Astreya; München; Remote; EUR 48,000 - 65,000; Full time

Job summary

Astreya in Munich is seeking a Deskside Engineer to provide frontline IT support across a corporate environment. You will handle incidents face-to-face and over the phone, log requests, image laptops, and assist with device provisioning.

The role requires at least 4 years of IT support, solid troubleshooting, Windows 11, Office 365, iPhone/iPad apps, and fluent English and German. Expect occasional after-hours work and close collaboration with regional teams.

Qualifications

• 4+ years IT support experience in a corporate environment.
• Troubleshooting in a corporate computing environment.

Responsibilities

• Provide general IT service and user support to colleagues face-to-face and via email/phone.
• Log support requests and incidents in the ticketing system.
• Monitor, troubleshoot and resolve issues; escalate to senior teams as needed.
• Coordinate with regional offices and third-party suppliers to resolve user support issues.

Job description

Deskside Engineer - Astreya Logo### Deskside EngineerApply: München, Germany: Full time: Posted Today: R0017566Key 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 escalate 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 escalate 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; escalate 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 updates to incident managers. • Provide after‐hours support for major incidents or critical alerts when approved by management. • Assist with testing after change activities such as deployments, network changes, Intune policy updates, OS updates, and hardware refresh cycles. • Maintain accurate documentation for local IT processes, including starter/leaver workflows, imaging SOPs, Blancco steps, and device management procedures. • Support hardware audits by validating inventory, ensuring asset tags match AMDB, and reconciling discrepancies. • Handle escalations from the Service Desk requiring onsite support. • Monitor meeting room equipment (Teams panels, displays, microphones, speakers, network points) and raise issues to AV/Network teams. • Coordinate with Facilities/Building Management when IT dependencies are involved (power, cabling, floor moves, desk setup, IT process document). • Assist with office moves, desk reshuffles, and relocations, ensuring equipment is safely moved, patched, and tested. • Provide VIP support for partners, senior stakeholders, and time‐sensitive priority requests. Quality & Process • Effective monitoring and accurate logging and resolution of relevant calls in the firm’s ticketing system; • Ensure that any acquired knowledge is entered into Service Now KB; • Escalate calls intelligently and appropriately; • Comply with Terms of Engagement when passing calls to other IT teams; • Communicate clearly and frequently with colleagues and visitors regarding open issues; • Set expectations for customers so they understand how and when their issues/requests will be addressed; • Perform agreed recurring administration tasks; • Assist in the accurate administration of accounts and systems, as required; • Provide innovative suggestions for technology or processes and pursue via the research pipeline. Professionalism • Adopt a customer centric approach and relate to colleagues and visitors in a friendly and professional manner (responsive, considerate, empathic, setting expectations, positive attitude, good follow up etc.); • Personal attire and presentation are of paramount importance in this customer facing role. Must be professional and smartly dressed at all times; • Good attendance record and minimal lateness; • Attend and contribute constructively in team meetings and Front Office meetings; • Effective team working (cooperation, respect, sharing, good humour, open minded, supportive etc.); • Good communication skills (verbal and written, frequency, clarity, succinct etc.) • Positive contact with external and internal clients (responsive, consideration of their needs, good follow up etc.); • Management of self/time/resources (accuracy, planning, meet deadlines, consistency, reliability etc.); • Follow departmental processes and maintain documentation and logs as required; • Comply with all HR policies, as documented on the intranet; • Participate in the IT community and contribute to our IT strategy and its goals.