Information Technology Support Specialist

SISL Global; Schönebeck (Elbe); On-site; EUR 42,000 - 54,000; Full time

Job summary

SISL Global is seeking an L2 Desktop Support Technician in Germany to deliver advanced technical support for end users, addressing complex hardware and software issues and maintaining optimal system performance.

You will install, configure, and update operating systems and applications, diagnose escalated problems, and assist with network connectivity. The role includes mentoring junior staff and ensuring adherence to security policies and procedures.

Qualifications

• Requires 2–4 years of experience in desktop support or similar role.
• Proficient in Windows and Mac operating systems.
• Experience with AD, group policies, and user account management.
• Familiarity with remote desktop and support software.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Diagnose and resolve advanced technical issues escalated from L1 support.
• Install, configure, and maintain operating systems, software, and updates.
• Perform root cause analysis to identify recurring problems and develop solutions.
• Troubleshoot Windows and Mac computers and related issues.
• Assist with network connectivity issues (LAN/WAN, Wi‑Fi, VPN).
• Collaborate with IT team on projects, upgrades, and implementations.
• Maintain records of work and resolutions in the ticketing system.
• Provide remote support for home-based or field users.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies and security practices.
• Perform routine maintenance and inspections of equipment.

Skills

Problem solving

Communication

Teamwork

Independent work

Education

Associate's or Bachelor's degree in IT or related field

Tools

Active Directory

Group Policies

Remote Desktop Tools

Microsoft Office

VPN

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 andsoftware systems and ensuring optimal performance and user satisfaction.

Key Responsibilities:

• Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Diagnose and resolve advanced technical issues escalated from the L1 support team.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of windows and mac computers
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment
• Build and maintain strong relationships with end users and ensure user satisfaction

Qualifications:

• Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support