End User Support L1 (B2B) Fluent German and English

Cogent Networks; Ratingen; On-site; EUR 36,000 - 48,000; Full time

Job summary

Cogent Networks in Ratingen, Germany, seeks an experienced EUC L1 Desktop Support Engineer for a 1-year B2B contract. You will deliver IT support, manage desktop devices, and troubleshoot hardware/software across the site.

Responsibilities include incident resolution, VIP deskside support, SCCM/reimaging migrations, VPN/MDM, and security compliance. German fluency is required; Windows 10 and Office apps proficiency essential.

Qualifications

• Fluency in German for speaking and writing.
• Strong knowledge of Windows, Mac, iOS, and IMAC troubleshooting.
• Expertise in SCCM, reimaging, migrations, VPN, MDM, and blue screen error troubleshooting.
• Knowledge of GP updates, OU management, OST, and PST troubleshooting.
• Experience with Windows 10 OS and modern operating systems.
• Hands-on experience with Service Management tools (e.g., ServiceNow).
• Proficiency in EUC tools, remote support tools, Microsoft Office Suite, and Outlook.
• Familiarity with ITIL processes (incident, change, problem management).
• Leadership qualities and strong communication skills.
• Bachelor's degree preferred; Associate degree required.

Responsibilities

• Manage desktop devices incidents from start to resolution.
• Provide standard hardware and software support for OS and office applications.
• Troubleshoot complex issues including SCCM, reimaging, migrations, VPN, MDM, and blue screen errors.
• Handle desk-side support for laptops and desktops.
• Maintain desktop configuration, patches, hardware replacements, and spares.
• Analyze service desk data to identify training needs and automation opportunities.
• Manage OST/PST issues in email clients.
• Ensure devices have correct images and security profiles with anti-virus monitoring.
• Provide VIP deskside support and act as onsite IT contact for urgent issues.
• Support VPN, Lync, mobile devices, and AD-related tasks.
• Ensure ITIL process adherence for incidents, changes, problems, and service requests.

Skills

German (local language)

Windows troubleshooting

MAC/iOS/imac troubleshooting

Deskside support

VIP support

ServiceNow

Active Directory

VPN

SCCM

Office 365 / Outlook

Education

Associate degree (A.A.) or equivalent technical education

Bachelor's degree preferred

Tools

SCCM

ServiceNow

Active Directory

Job description

Cogent Networks is a leading provider of IT solutions and services, dedicated to delivering high-quality technical support and infrastructure solutions to our clients across the globe. We pride ourselves on offering innovative, reliable, and customer-focused IT services that empower businesses to achieve their goals.

Job Description:

Cogent Networks is seeking an experienced EUC L1 Desktop Support Engineer to join our team in Ratingen , Germany, on a 1-year B2B contract. In this role, you will be responsible for delivering IT support services, managing desktop devices, troubleshooting hardware and software issues at the site.

Responsibilities:

• Manage desktop devices (hardware, software, and connectivity) incidents through to resolution.
• Provide standard hardware and software support for operating systems and office applications throughout the device lifecycle.
• Troubleshoot and resolve complex technical issues, including SCCM knowledge, reimaging, migrations, VPN, MDM, blue screen errors, GP updates, and OU-related tasks.
• Handle hard and soft break-fix services for laptops and desktops.
• Optimize and maintain the configuration of desktops, including patch updates, hardware replacements, and spares management.
• Analyze service desk calls and incident data to identify training requirements and potential automation solutions.
• Manage and troubleshoot issues related to OST and PST files in email clients.
• Ensure that each desktop device is installed with the appropriate image and complies with security profiles, including anti-virus monitoring.
• Provide VIP deskside support as per the contract and act as the onsite IT contact for urgent IT-related issues.
• Support and troubleshoot Microsoft Lync, VPN, mobile devices, and AD-related tasks.
• Ensure adherence to ITIL processes for incident, change, problem, and service request management.

Requirements:

• Fluency in German (local language) for both speaking and writing is required.
• Strong knowledge of Windows, MAC, iOS, and IMAC troubleshooting and deskside support.
• Expertise in SCCM, reimaging, migrations, VPN, MDM, and blue screen error troubleshooting.
• Knowledge of GP updates, OU management, OST, and PST troubleshooting is required.
• Experience with Windows 10 OS and modern operating systems.
• Expertise in asset management and VIP support is highly desirable.
• Hands-on experience with Service Management tools (e.g., ServiceNow).
• Proficiency in EUC tools, remote support tools, Microsoft Office Suite, and Outlook.
• Knowledge of Active Directory and hands-on experience with smart hands and feet support.
• Familiarity with ITIL processes, including incident, change, and problem management.
• Good understanding of VPN, Lync, and mobile device support.
• Strong interpersonal and communication skills, leadership qualities, and logical thinking.
• Associate degree (A.A.) or equivalent technical education is required; Bachelor's degree preferred.