Information Technology Support Technician

bid.agency; Berlin; On-site; EUR 42,000 - 54,000; Full time

Job summary

Bid.agency in Berlin is seeking an experienced L2 IT Support Deskside Technician to join our IT team. You will provide hands-on support for hardware, software, and network issues, escalate to L3 when needed, and help keep devices and systems running smoothly.

You will work with Windows 10/11 endpoints, manage user accounts with Active Directory and Microsoft 365, and assist with onboarding and offboarding. Strong troubleshooting and ITIL familiarity are a plus.

Qualifications

• 3+ years of experience in an IT support or helpdesk role (L1/L2)
• Solid understanding of Windows 10/11 environments
• Hands-on experience with Active Directory, Group Policy, and Microsoft 365
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience working with ITSM tools and following ITIL processes
• Strong troubleshooting skills and attention to detail

Responsibilities

• Provide second-level deskside and remote technical support for hardware, software, and network issues escalated from L1
• Troubleshoot and resolve problems with Windows endpoints, including laptops, desktops, and peripherals
• Install, configure, and maintain workstations, applications, and OS updates
• Manage user accounts and access using Active Directory / Azure AD and Microsoft 365
• Support onboarding/offboarding processes including device provisioning and decommissioning
• Log and track all incidents and service requests in the ITSM ticketing system (ServiceNow)
• Collaborate with L3 teams and vendors on complex technical issues

Skills

Deskside support

Troubleshooting

Windows 10/11

Active Directory

Group Policy

Microsoft 365

Networking basics

ITIL

Job description

We're looking for a motivated L2 IT Support Deskside Technician to join our IT team and provide hands‑on technical support. If you enjoy solving real problems, working directly with people, and keeping technology running smoothly - this role is for you.

What you’ll do

• Provide second-level deskside and remote technical support for hardware, software, and network issues escalated from L1
• Troubleshoot and resolve problems with Windows endpoints, including laptops, desktops, and peripherals
• Install, configure, and maintain workstations, applications, and OS updates
• Manage user accounts and access using Active Directory / Azure AD and Microsoft 365
• Support onboarding/offboarding processes including device provisioning and decommissioning
• Log and track all incidents and service requests in the ITSM ticketing system (ServiceNow)
• Collaborate with L3 teams and vendors on complex technical issues

What we’re looking for

• 3+ years of experience in an IT support or helpdesk role (L1/L2)
• Solid understanding of Windows 10/11 environments
• Hands‑on experience with Active Directory, Group Policy, and Microsoft 365
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience working with ITSM tools and following ITIL processes
• Strong troubleshooting skills and attention to detail

Join us in delivering high-quality IT support!