Desktop Engineer L1

Iron Systems, Inc; Leverkusen; On-site; EUR 42,000 - 60,000; Full time

Job summary

Iron Systems, Inc. is seeking an on-site IT support professional to manage Smart Hands and Field Services for designated sites in Germany.

You will resolve incidents, fulfill service requests, and coordinate with remote teams to ensure quick restoration and smooth operations. The role requires hands-on experience with desktop, server, and network infrastructures, and a strong focus on security, asset management, and ITIL-aligned processes.

Qualifications

• Experience in Smart Hands and onsite field services.
• L1 knowledge of network, servers, EUC devices.
• Windows OS, MS Office, remote support tools, and collaboration platforms.
• Experience with ITSM tools such as ServiceNow.
• Understanding of Incident, Service Request, Change, Asset and Problem management.
• Strong troubleshooting skills with remote teams.
• Excellent communication and customer service skills.
• ITIL service management knowledge desirable.
• German language proficiency at C1 or higher.

Responsibilities

• Perform incident resolution and service request fulfillment per procedures and SLAs.
• Provide hands-and-eyes support for network, server, telecoms, and infrastructure devices.
• Assist remote teams with basic troubleshooting, health checks, connectivity verification, and device status validation.
• Support IMACD activities for approved IT assets and Daas scope desktops/laptops.
• Provide VIP on-site support and be the point of contact when needed.
• Ensure desktop devices have the correct desktop image installed.
• Maintain and support desktop hardware/software lifecycle and remote management.
• Support IT equipment deployment, relocation, and decommissioning.
• Maintain asset, inventory, procurement, and device information in ITSM/asset tools.
• Support printers, scanners, meeting room devices, collaboration equipment, and peripherals.
• Coordinate with Service Desk to ensure timely incident resolution.
• Participate in major incidents and provide on-site support as needed.
• Support local technology projects requiring on-site IT presence.
• Adhere to security, safety, compliance, confidentiality, ITAR, and export controls.
• Act as on-site contact for Smart Hands and coordinate with remote teams.
• Contribute to service quality and continuous improvement.
• Support manufacturing plants, factories, and warehouses.
• Provide local business hours and after-hours support for critical incidents.
• Support audits, security, risk, and compliance activities.
• Provide limited application support requiring on-site intervention.
• Own end-to-end Field Services delivery for assigned sites.

Skills

Smart Hands Support

Field Services

Desktop Support

Infrastructure Support

IT Service Management

Incident & Problem Management

Troubleshooting

German (C1)

ITIL knowledge

Tools

ServiceNow

Job description

Job Responsibilities

• Perform incident resolution and service request fulfillment activities in accordance with defined procedures and SLAs.
• Provide hands-and-eyes support for network, server, telecommunications, and infrastructure devices under the guidance of remote support teams.
• Assist remote teams with basic troubleshooting, health checks, connectivity verification, device status validation, equipment reboot, and physical inspection activities.
• Support IMACD (Install, Move, Add, Change, and Dispose) activities for approved IT assets and infrastructure devices for laptop, desktop part of Daas scope (HPI OEM )
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support deployment, replacement, refresh, relocation, collection, and decommissioning activities for IT equipment. (laptop, desktops )
• Maintain asset, inventory, procurement and device information in approved IT service management and asset management tools.
• Support printers, scanners, meeting room devices, collaboration equipment, and approved IT peripherals.
• Coordinate with Service Desk and resolver groups to ensure timely incident resolution and service restoration.
• Participate in major incidents and provide onsite support when physical intervention is required.
• Support local technology projects and business activities requiring onsite IT presence.
• Adhere to company security, safety, compliance, confidentiality, ITAR, and Export Control requirements applicable to the supported site.
• Act as the local onsite contact for Smart Hands activities and coordinate effectively with remote support teams.
• Contribute to service quality, operational excellence, and continuous improvement initiatives.
• Support experience in manufacturing plants , factory , warehouse.
• Provide support during local business hours and after-hours support for critical incidents and planned activities, as per the contract.
• Support audit, security, risk and compliance activities at the supported site, as required.
• Provide limited application support requiring physical onsite intervention, as per the existing site support model.
• Own and coordinate end-to-end Field Services delivery for assigned sites, ensuring service quality, SLA compliance, asset governance, operational readiness and continuous service improvement.

Requirements

• Experience in Smart Hands Support, Field Services, Desktop Support, Infrastructure Support, or a related IT support role.
• Basic L1 knowledge of:
  • Network technologies (switches, routers, wireless access points, connectivity troubleshooting)
  • Server infrastructure and hardware components
  • End User Computing (EUC) devices and peripherals
• Knowledge of Windows operating systems, Microsoft Office, remote support tools, and collaboration platforms.
• Experience working with IT Service Management tools such as ServiceNow or equivalent.
• Understanding of Incident, Service Request, Change, Asset, and Problem Management processes.
• Ability to perform basic troubleshooting and work with remote technical teams to resolve infrastructure-related issues.
• Good communication, customer service, and coordination skills.
• Understanding ITIL service management principles is desirable.
• Proficiency in German (preferably at C1 level or higher)