Desktop Engineer L2

Iron Systems, Inc; Ratingen; On-site; EUR 42,000 - 64,000; Full time

Job summary

Iron Systems, Inc is seeking a client-focused End-User Computing Support specialist to deliver onsite and remote assistance in Ratingen, Germany. You will handle devices across desktops, laptops, mobile devices, and tablets, performing diagnostics, break-fix, imaging, and deployment tasks while maintaining accurate asset records.

You will engage with executives and stakeholders, ensure ITSM process adherence, and coordinate with vendors for timely issue resolution.

Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, Electronics, or related field.
• Proven experience in L2 Desktop Support, End-User Services, Workplace Services, or Onsite Support environments.
• Strong understanding of Windows operating systems, endpoint troubleshooting, networking fundamentals, and ITSM processes.
• Experience supporting enterprise collaboration and conferencing technologies.
• Ability to work independently in onsite and customer-facing environments.

Responsibilities

• Provide advanced support for desktops, laptops, mobile devices, and tablets.
• Diagnose and resolve complex hardware and software issues.
• Perform break-fix activities and root cause analysis for end-user devices.
• Deliver IMAC (Install, Move, Add, and Change) services for workplace technology assets.
• Handle device staging, imaging, configuration, deployment, and refresh activities.
• Support device mail-in, swap, replacement, and recovery processes.
• Log, track, update, and resolve incidents and service requests using ITSM platforms.
• Ensure SLA compliance and timely communication with stakeholders.
• Create and maintain technical documentation, knowledge articles, and support reports.
• Escort and coordinate external vendors within secure facilities when required.
• Provide white-glove/VIP support for executive users and maintain professional communication.

Skills

L2 Desktop Support

End-User Services

Workplace Services

Onsite Support

Windows Troubleshooting

Networking Fundamentals

ITSM Processes

Executive Support

VIP Customer Service

Education

Bachelor's degree or diploma in Information Technology, Computer Science, Electronics, or related field

Tools

ServiceNow

Microsoft Windows OS

Enterprise Collaboration Tools

Job description

• Provide advanced support for desktops, laptops, mobile devices, and tablets.
• Diagnose and resolve complex hardware and software issues.
• Perform break-fix activities and root cause analysis for end-user devices.
• Deliver IMAC (Install, Move, Add, and Change) services for workplace technology assets.
• Handle device staging, imaging, configuration, deployment, and refresh activities.
• Support device mail-in, swap, replacement, and recovery processes.

Key Responsibilities

End-User Computing Support

• Provide advanced support for desktops, laptops, mobile devices, and tablets.
• Diagnose and resolve complex hardware and software issues.
• Perform break-fix activities and root cause analysis for end-user devices.
• Deliver IMAC (Install, Move, Add, and Change) services for workplace technology assets.
• Handle device staging, imaging, configuration, deployment, and refresh activities.
• Support device mail-in, swap, replacement, and recovery processes.

Asset & Lifecycle Management

• Maintain accurate hardware and software asset inventories.
• Manage asset tracking, allocation, recovery, and disposal activities.
• Coordinate depot operations and device logistics.
• Ensure compliance with asset management and lifecycle standards.

Infrastructure & Network Support

• Troubleshoot Server , Storage and network connectivity issues affecting users and workplace systems.
• Provide smart-hands support for Server , Storage and network devices, including switches, routers, and wireless equipment.
• Deliver server smart-hands support, including basic troubleshooting, hardware checks, and coordination with remote teams.
• Support Data Centre, MER (Main Equipment Room), and SER (Satellite Equipment Room) operations.
• Perform cabling, patching, labelling, and connectivity verification activities.

Collaboration & Peripheral Support

• Support printers, multifunction devices, and related peripherals.
• Maintain and troubleshoot conference room and collaboration technologies, including audio/video conferencing solutions.
• Assist users with meeting room technology setup and issue resolution.

Service Management & Documentation

• Log, track, update, and resolve incidents and service requests using ServiceNow or other ITSM platforms.
• Ensure SLA compliance and timely communication with stakeholders.
• Create and maintain technical documentation, knowledge articles, and support reports.
• Collaborate with vendors and third-party service providers for issue resolution and maintenance activities.
• Escort and coordinate external vendors within secure facilities when required.

Customer & Executive Support

• Provide white-glove/VIP support for executive users and critical business stakeholders.
• Deliver exceptional customer service and maintain professional communication with users at all organizational levels.
• Effectively communicate technical issues and resolutions in both verbal and written formats.

Qualifications & Experience

• Bachelor's degree or diploma in Information Technology, Computer Science, Electronics, or related field preferred.
• Proven experience in L2 Desktop Support, End-User Services, Workplace Services, or Onsite Support environments.
• Strong understanding of Windows operating systems, endpoint troubleshooting, networking fundamentals, and ITSM processes.
• Experience supporting enterprise collaboration and conferencing technologies.
• Ability to work independently in onsite and customer-facing environments.

Language Requirements

• English Language Proficiency: Required
• Local Language Proficiency: Preferred

Preferred Certifications

• ITIL Foundation
• Microsoft Modern Desktop Administrator / Endpoint Administrator
• CompTIA A+ or equivalent
• Network+ or equivalent networking certification