Information Technology Support Engineer

SISL Global; Ennepetal; On-site; EUR 42,000 - 56,000; Full time

Job summary

SISL Global is seeking a skilled L2 Desktop Support Technician in Germany (Ennepetal) to deliver advanced end-user support across desktops, laptops, mobile devices and peripherals. You will troubleshoot complex issues, configure hardware and software, and ensure optimal performance.

You’ll manage tickets, coordinate with vendors, assist with security checks, and support on-site events and disaster recovery. The role requires on-site work and occasional after-hours on-call support.

Qualifications

• 2+ years of desktop support experience.
• Strong troubleshooting across hardware and software.
• Experience with ticketing systems and SLAs.
• Good communication and customer service skills.

Responsibilities

• Install and configure desktops, laptops, mobiles, and peripherals.
• Perform break-fix, desk-side support, and data migrations.
• Run on-site updates and software installations.
• Provide hands-on end-user support and guidance.
• Manage tickets and meet SLA targets.
• Coordinate hardware provisioning and warranty repairs with vendors.
• Support security controls, access reviews, and facility inspections.
• Collaborate with Level 3 teams for enhancements and upgrades.
• Support IT for on-site events including AV coordination.
• Assist in disaster recovery and emergency response.
• Participate in on-call rotations outside hours.
• Provide hands-on support for network, data, and voice infrastructure.

Skills

Desktop support

Troubleshooting

Hardware maintenance

Software installation

Ticketing systems

Tools

Active Directory

Remote desktop tools

Job description

The L2 Desktop Support Technician is responsible for providing advanced technical support and troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.

• Install and configure desktops, laptops, mobile devices, peripherals, and related software.
• Perform break–fix support, desk-side assistance, IMACD activities, data migration, device refreshes, and other technical tasks.
• Execute onsite updates, configuration changes, and software installations.
• Provide hands-on technical assistance and support to end users.
• Identify potential issues that may affect end-user experience and take proactive measures to resolve or prevent them.
• Manage assigned tickets and ensure timely resolution and closure within defined SLAs, providing regular updates to end users as required.
• Coordinate with external vendors for hardware provisioning, warranty repairs, and replacements.
• Support end-user activities related to security controls, compliance checks, access reviews, and facility inspections.
• Collaborate with Level 3 support teams and project groups for service enhancements, maintenance activities, and upgrades.
• Provide IT support for on-site and off-site events or meetings, including setup, coordination with venue IT/AV teams, and standby support.
• Assist in disaster recovery activities and provide immediate response support during emergencies at local sites.
• Participate in on-call support on a rotational basis, including outside normal business hours when required.
• Provide hands-and-feet support for network, data, and voice infrastructure.